1 2 3 Previous Next 37 Replies Latest reply on Apr 13, 2015 11:40 AM by TSGal

    Clients are getting disconnected at random

    mlopez

      Summary

      Clients are getting disconnected at random

      Product

      FileMaker Server

      Version

      12.0.1

      Operating system version

      mac ox  10.6 to 10.9

      Description of the issue

      the clients are getting disconnected from the data bases at random.
      the computers are set to never go to sleep,
      the server is set to disconnect after 12 hours.

      Expected result

      Clients should not get disconnected .

      Exact text of any error message(s) that appear

      "Client ( Client name); ( IPaddress) no longer responding; connection closed(10)

      Configuration information

      Fmp 12 advance server windows 2008 server
      fmp12 and 12 advance for clients windows and mac

      Workaround

      the clients have to re log  into the database,
      sometimes, they are loosing data.

        • 1. Re: Clients are getting disconnected at random
          TSGal

               Maria Lopez:

               Thank you for your post.

               Before anything, update to the latest versions of FileMaker Server 12 and FileMaker Pro 12.

               FileMaker Server Advanced 12.0v5 Windows - Knowledge Base Article #12826:

          http://help.filemaker.com/app/answers/detail/a_id/12826

               FileMaker Pro 12.0v4 Windows - Knowledge Base Article #11593:

          http://help.filemaker.com/app/answers/detail/a_id/11593

               FileMaker Pro 12.0v5 Mac - Knowledge Base Article #12487:

          http://help.filemaker.com/app/answers/detail/a_id/12487

               -----

               If the disconnects continue, check the FileMaker Server Event log to see when the disconnects occurred.  Compare to the system log to see if the disconnects were network related or if the disconnects were normal.

               Keep me updated with any progress.

               TSGal
               FileMaker, Inc.

          • 2. Re: Clients are getting disconnected at random
            mlopez

                 Do I need to upgrade the server from 12.0v.1 to 12.0v.3 before I can upgrade to 12.0v.5?

            • 3. Re: Clients are getting disconnected at random
              TSGal

                   Maria Lopez:

                   My apologies.  The Server 12.0v5 update only shows a previous version of 12.0v4.  Therefore, update to FileMaker Server 12.0v4 first via Knowledge Base Article #11601, as this shows it will update FileMaker Server 12.0v1.

              http://help.filemaker.com/app/answers/detail/a_id/11601

                   TSGal
                   FileMaker, Inc.

              • 4. Re: Clients are getting disconnected at random
                mlopez

                After doing all the upgrades to 12.0.5, the users are still getting disconnected. Please  advise.

                • 5. Re: Clients are getting disconnected at random
                  TSGal

                  Maria Lopez:

                  Thank you for the additional information.

                  What appears in the Event.log?  System log files?

                  TSGal
                  FileMaker, Inc.

                  • 6. Re: Clients are getting disconnected at random
                    mlopez

                     

                    sample:

                                                                                                                     
                    2014-09-04 11:50:35Server EventsWarningClient "client name (abe-LT-nurse-129518) [XX.XX.XX.XXX]" no longer responding; connection closed. (10)

                     

                    system log file is giving similar log.
                    • 7. Re: Clients are getting disconnected at random
                      TSGal

                      Maria Lopez:

                      The one line shows me that abe-LT-nurse-129518 is no longer connected.  Do other users also disconnecting?  Since the system log also shows the connection dropped to that user, check the network traffic to that machine, or try physically placing the machine in another location on the network.  This will help narrow it down to the machine or the network.

                      TSGal
                      FileMaker, Inc.

                      • 8. Re: Clients are getting disconnected at random
                        mlopez

                        The one a sent you was just a sample, yesterday there were 105 warnings on server event logs  with the same message,  total of 45 clients, some of them were disconnected multiple times. The machines are all set up to never go to sleep.

                        All clients are on wifi. The network technicians do not see any issues with the network. 

                        • 9. Re: Clients are getting disconnected at random
                          TSGal

                          Maria Lopez:

                          How was the network checked?  From each machine? From the server?

                          Run the following commands on both the server and the client:

                          ifconfig -a -u inet

                          Find the network that contains the IP address.  For ethernet, it is usually "en0".  For example, you may see something like:

                          en0: flags=8863<UP BROADCAST,SMART,RUNNING,SIMPLEX,MULTICAST> mtu 1500
                             inet xxx.xxx.xxx.xxx netmask 0xffffff800 broadcast xxx.xxx.yyy.yyy

                          (where xxx.xxx.xxx.xxx is the server internet address)

                          Next, once you have the network, run the following command:

                          sudo tcpdump -i en0 -s 96 -P -C 25 -W 10 -w tcpdump.cap "tcp port 5003"

                          tcpdump with then start listening on "en0".

                          i en0 = interface to capture on

                          -s 96 = store only the first 96 bytes of each packet

                          -P = use new capture format

                          -C 25 = capture 25MB per file

                          -W 10 = use a ring of 10 files

                          -w tcpdump.cap = capture file name you choose, and 0...9 will be appended

                          "tcp port 5003" is to capture only the TCP traffic to/from port 5003, which is what FileMaker uses to share and connect files.

                          -----

                          Along with this file (or files), also include the FileMaker Server event logs and system log, and then send them in.  Check your Inbox at the top of this page for instructions where to send the files.

                          TSGal
                          FileMaker, Inc.

                          • 10. Re: Clients are getting disconnected at random
                            mlopez

                            Do you  have the process for capturing the information on a Windows machine since our server is a Windows machine.?

                            • 11. Re: Clients are getting disconnected at random
                              TSGal

                              Maria Lopez:

                              These are command lines, so they would be the same on either Windows or Mac OS X.

                              TSGal
                              FileMaker, Inc.

                              • 12. Re: Clients are getting disconnected at random
                                mlopez

                                No, they are not the same.  See the output below when executing the commands on a Windows 2008 R2 server.  The command "ipconfig" is used on windows for the interface information so we can use that.  But no tcpdump, unless you have a known good source where we can get a version for windows.

                                 

                                C:\Users\administrator.HAMPTON>tcpdump
                                'tcpdump' is not recognized as an internal or external command,
                                operable program or batch file.

                                C:\Users\administrator.HAMPTON>ifconfig
                                'ifconfig' is not recognized as an internal or external command,
                                operable program or batch file.

                                 

                                • 13. Re: Clients are getting disconnected at random
                                  TSGal

                                  Maria Lopez:

                                  My apologies again.  I forgot that tcpdump only works on Linux, Solaris, Mac OS X, etc. systems.  The port of tcpdump to Windows is called WinDump.  You can download it from http://www.winpcap.org/windump/ and it uses the WinPcap libraries and drivers (links provided on that web page).  However, you may want to check with your "network technicians" to see if they have any utilities that capture network traffic on port 5003.

                                  TSGal
                                  FileMaker, Inc.

                                  • 14. Re: Clients are getting disconnected at random
                                    mlopez

                                    Ok we will just use WireShark on the Windows server if you don't  have any preference.  

                                    So we will :

                                    1) Run tcpdump on the client and wireshark on the server.

                                    2) Have the client initiate a connection and wait until the break occurs

                                    3) Stop the snoops and send the packet dumps from the client and server to you for examination

                                    Do you concur ?

                                     

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