5 Replies Latest reply on Oct 26, 2014 11:27 PM by NathanVeitch

    FM Clients disconnect from FM 12 Server

    NathanVeitch

      Summary

      FM Clients disconnect from FM 12 Server

      Product

      FileMaker Server

      Version

      12.0.4.405

      Operating system version

      Windows server 2003 and Windows 7

      Description of the issue

      Filemaker Pro 12 clients running on Windows 7 and 8 get disconnected from the FM Server at random. Sometimes a user will get disconnected multiple times during the day and then the next day not get disconnect at all. There seems to be no pattern to the disconnects.

      We tried setting the disconnect time in the admin console to 2 hours, but users get kicked off long before the 2 hour setting. We tried setting the disconnect time to 2 hours in the file security settings as well, but the users get disconnected while using the program.

      We have replaced switches, network cards and even PC's and the only machines that dont disconnect are the users running on Mac.

      We have a version of FM10 running on the network as well while we are upgrading the client from FM10 to FM12 and it is happening on the FM10 side as well. From what I have been told the FM10 users were getting disconnected before we went live with the new FM12 version.

      I have been trying to find any info in forums as well as going over the logs, but nothing has worked so far. We have to sort this out for our client.

      Steps to reproduce the problem

      I am unable to replicate this problem as it happens at random times of the day, if at all.

      Expected result

      Clients must remain connected while they are using the program.

      Actual result

      At what seems like random times, users are getting disconnected.

      Exact text of any error message(s) that appear

      There doesnt seem to be any error messages.

      Configuration information

      The network all has 10/100 switches.
      FileMaker Server 12 is running on a Windows Server 2003 R2 SP2, Intel Core 2 Duo 2.67Ghz 4Gb Ram.
      FileMaker Server 10 is running on a Windows 7 machine, Intel Core i3-3220 3.30Hgz, 4Gb Ram.
      All users are running FM Pro 12.
      A few users running FM11 and FM Pro 12 - this is for parallel purposes in the last phase of testing.
      Servers are running Panda security.
      Users are running Total defender AV.
      Servers are running Cobian Backup.

      Workaround

      No work arounds have been found yet.

        • 1. Re: FM Clients disconnect from FM 12 Server
          TSGal

          Nathan Veitch:

          Thank you for your post.

          From your description, it sounds like the network is being dropped at certain times during the day.  FileMaker Server checks to see if client machines are connected.  If the network goes down, then FileMaker will see there is no connection to the client machine.  FileMaker Server will try for two minutes, and if a connection can't be retained, then FileMaker Server will disconnect the client.

          Check your system logs to see if there is any drop in the network.  You can also use a packet sniffer utility like WinDump or Wireshark to check network activity on port 5003; the port used by FileMaker to share files.

          Also make sure that the "Cobian" backup is not backing up the FileMaker folder, as this may interfere.

          I'm not familiar with Panda security, but make sure all of the necessary ports are open for FileMaker Server.

          Temporarily turn off Total Defender anti-virus as this may also cause issues with the network.

          Continue to keep me updated with any progress.

          TSGal
          FileMaker, Inc.

          • 2. Re: FM Clients disconnect from FM 12 Server
            NathanVeitch

            Hi TSGal,

            Thank-you for the advice, I will monitor the network during the next few days and hopefully find something. One thing we are trying is to set the idle time on the server to 8 hours as a part of the trouble shooting. 

            Cobian only backups up the Filemaker backup folder every night and we let Filemaker handle backing up the live database. All the needed ports are open and I doubt it would be total defender as I have found out that this has been happening before we loaded it on to the machines. 

            I will talk to my network specialist about using wireshark as I am very rusty in that department :$. 

            If I find the issue I will update the post. 

            Thanx again :)

            • 3. Re: FM Clients disconnect from FM 12 Server
              NathanVeitch

              Hi TSGal,

              Im not sure if this is could cause it, but in looking into the different systems we have here, there is the old fp7 system which is made up of roughly 90 different databases which have been developed in filemaker from version 5 up to 11. From what I have been able to figure out, my client started on FM5 years ago and over the years upgraded to fp7. The solution is currently running on the FM10 server and the users are connecting to it with FM11 Pro. We have been upgrading their system to a single file system on FM12 and recently our developers have gone onto FM13 and we develop in both 12 and 13 for this client as they are running. I saw this morning that the one user got an error message saying unsupported operation and when I googled the error, one of the posts was talking about the problem with developing in new technology for old systems and how it could cause issues between the old and new. 

              Could it be that possibly a script step that we have entered in one of the newer versions might be causing this issue??

              The reason I am thinking this is, I tried a test that you had recommended  in another post, to have the program running on the server to see if it crashes. I did that and after 6 hours the program still had not crashed, but thinking back on it, all I was doing was going between layouts to keep the session alive and actually using the program and all the features. 

              I'm not to worried about the fp7 version cause when the final testing and sign offs have happened we are going to be decommissioning that system and only going to be running the fmp12 version. If developing in FM13 while my client is on FM12 and only going to upgrade next year sometime, they didn't go for the upgrade option last month, could that cause unforeseen issues like we are having??

              Regards

               

              • 4. Re: FM Clients disconnect from FM 12 Server
                TSGal

                Nathan Veitch:

                Thank you for the additional information.

                If you use a new feature in FileMaker Pro 13 that isn't supported in FileMaker Pro 12, you will get an error in logs that the feature/script step/etc. isn't supported.  This will NOT stop FileMaker Pro/Server services.  For example, if you place a popover on the layout (new feature in FileMaker Pro 13) and then try to open it in FileMaker Pro 12, the popover will not appear.  If you then go into Layout mode, you will see two large graphics with an "X" across the images; one for the popover button, and the other for the popover.

                If a FileMaker Pro 13 script step is encountered (Perform Script on Server, Close Popover, Show/Hide Menubar, etc.) in FileMaker Pro 12, the script step will be reported in the logs, and the script will continue.

                With that said, these differences will not cause clients to disconnect.  The only time a client disconnects if the idle time has been reached, or FileMaker Server does not detect a connection to the machine within two minutes (client system crash or network connection is lost).

                TSGal
                FileMaker, Inc.

                • 5. Re: FM Clients disconnect from FM 12 Server
                  NathanVeitch

                  Hi TSGal,

                  Just to update. For the last week or so we have not had any disconnects and all I did was increase the idle time to 8 hours on the server. This doesn't really make much sense as before I had deselected the option of disconnect and the users were still getting disconnected. I will continue monitoring it and hopefully that was the answer.