Overview

After installing or updating Perspective or moving the application to a new server, some users see a disconnected error message at the bottom of the DispatchLog screen.

This is usually due to a configuration error on the web server that’s preventing DispatchLog from connecting. You can Resolve this issue by going through the following steps:

Check the Perspective_Default.config File

1. On the web server, navigate to the website directory. By default, you can find the directory on the  C:\inetpub\wwwroot\Perspective\PerspectiveServices.
2. Click the Perspective_Default.config file to open it in Notepad.
3. Locate the <PerspectiveRealTimeURL> tags.
4. Ensure the localhost value within the <PerspectiveRealTimeURL> tags shows the fully qualified server name of the machine hosting Perspective. You can confirm the machine’s name by opening your System settings in Control Panel and reviewing the Full computer name.
5. Save any changes you made to the Perspective_Default.config file, then close it.
6. Perform an IIS reset using Command Prompt (IISRESET).

Note:
Resetting IIS will cause the service to be unavailable for 10 seconds, so notify your users of this temporary outage before performing the reset.

Check the IIS Configurations

Check the net.tcp Binding

1. Open IIS on the web server.
2. Click on Bindings under the Edit Site menu to open the Site Bindings screen.
3. (Optional) If there is no net.tcp binding value, click add to open the Add Site Binding screen and set the net.tcp building value to 808:*

Set net.tcp to 808:*

4. From the Connections pane, expand the top node (server name), then expand the Sites and Default Sites nodes.
5. Right-click the RealTime link, hover your cursor over Manage Website and click Advanced Settings.
6. Ensure net.tcp is In the Enabled Protocols section.
7. Click the OK button to save any changes you made and close Advanced Settings.
8. Perform an IIS reset through IIS or Command Prompt (IISRESET).

Update the Application Pool Identity

1. Open IIS on the web server.
2. Select Application Pools.
3. Select PerpsectiveRealTime.
4. Click Advance Settings.
5. Change the identity to an admin domain user.

Change Identity to an Admin User

Note:
This user needs permission to the SSL certificate private key.

6. Perform an IIS reset through IIS or Command Prompt (IISRESET).

Note:
Resetting IIS will cause the service to be unavailable for 10 seconds, so notify your users of this temporary outage before performing the reset.

Set the Web.config File to use the Certificate Thumbprint

1. On the web server, navigate to the website directory. By default, you can find the directory on the C:\inetpub\wwwroot\Perspective\ServicesRealTime.
2. Click the Web.config file to open it in Notepad.
3. Locate the <serviceCertificate> tags.
4. Add the SSL Certificate Thumbprint.
5. The SSL Certificate Thumbprint can be found by clicking the View button on the Edit Site Binding screen.

Edit Site Binding Screen

6. From the Details tab on the Certificate screen, you can find the SSL Certificate Thumbprint on the Fields list.

Certificate Screen

7. Change the x509FindType. Ex:

<serviceCredentials>
           <serviceCertificate findValue="e6 bd 41 59 92 e4 60 21 ef a9 df 02 39 06 9f 78 03 6e 90 8e" x509FindType="FindByThumbprint" />
 </serviceCredentials>

Note:
You must manually type in the thumbprint as copy / pasting results in an error.

8. Save any changes you made to the Web.config file, then close it.
9. Perform an IIS reset using Command Prompt (IISRESET).

Note:
Resetting IIS will cause the service to be unavailable for 10 seconds, so notify your users of this temporary outage before performing the reset.

Contact Support

If you’re still experiencing this issue after following the above steps, contact Resolver to create a support ticket and arrange a meeting for a Technical Support agent to review your server settings.

Note:
Please ensure you have access to the server before scheduling a meeting with Technical Support.