Velocity Suite Online Troubleshooting Guide

Transcription

1 Enterprise Software Velocity Suite Online Troubleshooting Guide Check and Update Remote Desktop Client to v8.1 Troubleshooting Suggestions 1) When you log into the Velocity Suite Online, select the This is a private computer radio button otherwise you will be logged off from the website every 20 minutes. Any Velocity Suite sessions will not be impacted. 2) Be sure you are running the latest Remote Desktop Client version 8.1 See Below for Directions to check and/or upgrade your current version. Utilizing older Remote Desktop Client versions often cause ongoing connection issues. 3) Check that the following important Windows Update has been completed on your machine (KB ) See Below for Directions to check and/or perform the update. We have found users missing this update have connection interruptions. 4) Utilize IE Version 9.0 or greater. 5) If connection failures persist, adjust settings to Exclude Printers and Other Devices from the Connection. 6) To address internet connectivity trouble consider your internet connection type (wired (Ethernet) vs wireless). Depending on your company Wi-Fi settings, a wireless connection could be less consistent than wired. Recent Azure Performance Bug Fixes 1) July 2015 Release: Drastic performance improvements when saving queries, batches and direct export results to local and/or network drives. 1

2 Common Dialogs Explained 1) Idle Session - If a user leaves their session idle for > 2 hours, they will receive a prompt. If the prompt is not answered within 2 minutes, the user will be disconnected and the following message will appear: 2) Internet Connectivity Interruption - If a user logs in successfully, and then loses Internet connectivity while trying to launch the app, they may see the following error: 2

3 Check Remote Desktop Client Version 1) Click the Start button; type mstsc then Enter. 2) Right-click on the title bar of the Remote Desktop Connection Window and select About. 3) The Remote Desktop Protocol version is listed in the last row. Version 8.1 provides far superior performance when using the Velocity Suite Online - Azure. Please follow the instructions below to upgrade (you might need help from your IT department to complete this upgrade). Utilizing older Remote Desktop Protocol versions often cause ongoing connection issues. Update Remote Desktop Client to version 8.1 1) Confirm customer is running Windows 7 with Service Pack 1 (In Windows Explorer, right-click on Computer Properties to see version.) 2) Go to 3) Select the correct download for Windows 7, either x86 for 32-bit or x64 for 64-bit Click Download the update package now. 3

4 4) Click Download 5) Check the box that corresponds with the correct KB number above (KB ) and click Next If the previous Remote Desktop Protocol version is less than 8.0, you need to also check the box for KB (first in list) unless that has already been installed on their machine. 4

5 6) Download and save the file(s). 7) Double-click on the.msu to run the install. If the previous version was < 8.0, then run the prerequisite.msu file first (KB ). Check For Windows Update KB ) Click the Start button; type Windows Update then Enter. 2) Select Windows Update. 3) Click on Installed Updates in the lower left hand corner. 5

6 4) Search for KB in the upper right hand corner. If you have the update, you will see an entry similar to the one below: 4) If you don t have the above Windows Update listed, please follow the instructions below to upgrade (you might need help from your IT department to complete this upgrade). Users without this upgrade often have difficult retaining a connection to Velocity Suite on Azure. Complete Windows Update KB ) Confirm customer is running Windows 7 with Service Pack 1 (In Windows Explorer, right-click on Computer Properties to see version.) 2) Go to 3) Select the correct download for Windows 7, either x86 for 32-bit or x64 for 64-bit Click Download the update package now. 4) Click Download 5) Download and save the file(s). 5) Double-click on the.msu to run the install. 6

7 Exclude Printers and Other Devices from the Connection 1) Sign out of velocitysuiteonline.com. Open Internet Explorer and go to Internet Options. On the General tab under Browsing History, click the Delete button to receive the dialog shown on the right: 2) Delete cookies and temporary files by making the selections as indicated in the screen capture. Then click Delete. 3) Close Internet Explorer. Reopen it, and sign back into velocitysuiteonline.com. 4) Launch the Velocity Suite. Click Show Details when the following dialog appears: 7

8 6) Make selections as indicated below, and then click Connect. Once this process has been completed, future connections will utilize the same settings without presenting the dialogs. 8