NX witness mobile not working

Answered
Follow
Avatar
Daniel Francis
Viewing servers from desktop client software version is fine. I have tried to logging out of NX witness mobile and still shows servers are either unreachable or offline. I have tried on iPhone 10 and an IPhone 6 plus. Are there changes being made on the NX witness end? Thank you
0

Comments

8 comments

Sort by Date Votes
  • Avatar
    Norman - Nx Support
    • Edited

    Hi Daniel Francis,

    No changes on our side that should affect the availability of your systems.

    Can you give a bit more information?

    1. Are you experiencing the issue when connecting through Wi-Fi or 4G/5G or both?
    2. Are you using the latest version of Nx Mobile? Version 20.4.xxxxx
    3. What version of Nx Witness are you using?
    4. Are you experiencing the issue when connection through the Nx Cloud or through a regular connection or both?
    0
    Comment actions Permalink
  • Avatar
    Daniel Francis

    1. Through both at the moment.

    2. Yes using the latest 20.4

    3. I will check on computer and get back to the versions these sites are running.

    4. Connection through the NX cloud.

    This is happening at the moment to roughly 7+ sites. Thank you

    0
    Comment actions Permalink
  • Avatar
    Norman - Nx Support

    Hi Daniel Francis,

    You mentioned:

    This is happening at the moment to roughly 7+ sites. Thank you

    Is my assumption correct that there are also X+ sites that are available without any issue?
    Another thing to check is to see if the systems become available in the Nx Mobile application if you wait some minutes, let's say 2 minutes.

    By the way, in case of the Nx Cloud, you always can check the status through this LINK.

    It would be interesting to run the Python script at the bottom of THIS support article on the unavailable system servers to see if they are all replying with OPEN.

    0
    Comment actions Permalink
  • Avatar
    Daniel Francis

    3. Most sites are running 4.2.0.32840

    0
    Comment actions Permalink
  • Avatar
    Daniel Francis

    8 sites out of 12 are down. Strangely I can access some on the desktop fine but says unreachable on the NX witness mobile app.

    0
    Comment actions Permalink
  • Avatar
    Norman - Nx Support

    Hi Daniel Francis,

    Can you provide us an update on the following questions:

    Another thing to check is to see if the systems become available in the Nx Mobile application if you wait some minutes, let's say 2 minutes.

    Do they become available if you wait awhile?

    It would be interesting to run the Python script at the bottom of THIS support article on the unavailable system servers to see if they are all replying with OPEN.

    Have you tried this? If so, what were the results?

    0
    Comment actions Permalink
  • Avatar
    Daniel Francis

    Hi Norman,

    I had no luck no matter how long I waited with wifi or 3G/4G signal. Unfortunately all sites had to have the server stopped and restart which then fixed the issue.

    This was quite hard though and luckily the systems were not to far away. Not sure why this issue would happen or if it’s worth scheduling a reboot or not.

    Thank you

    0
    Comment actions Permalink
  • Avatar
    Norman - Nx Support

    Hi Daniel Francis,

    This is kind of surprising.

    Unfortunately all sites had to have the server stopped and restart which then fixed the issue.

    This isn't normal behavior. Did you happen to collect some logs? Or is it possible to collect logs remotely?
    If you didn't and can't collect them, don't go to the location, but next time it fails, please collect the logs.

    If it didn't happen yet, but you still visit the site, or you have remote access, please enable DEBUG logs so we can have more information on what happens. THIS article describes how to increase the log level and where to find the logs.

    0
    Comment actions Permalink

Please sign in to leave a comment.

Didn't find what you were looking for?

New post