My guess is that there's a brief lapse in the network connection between this machine and the network switch.
Replacing the cable could your first and easiest diagnostic test. If that doesn't fix the issue then you might have a bad port on the switch or the computer.
I hope this helps,
Many thanks...i will take a look at that.
I would second John’s suggestion. Network cable can get crimped, I have experienced even usb cables to become damaged, causing devices that worked yesterday to fail, or not found on the network , today. Replaced the usb cable and all was well again. Check patch cords at the switch also.
Also keep in mind that local cabling is the strongest part of this connection. You indicated it was hosted remotely, which generally means your users have a WAN connection, regardless of local connections.
WAN has major network latency, and, when it reaches a certain point, can trigger FMPro to think the connection has been dropped.
If your users are all on the same LAN on site, but sharing that connection to a WAN FM connection, the WAN connection will seem even slower due to shared bandwidth. If they are also running open email and/or browser connections on that LAN, that adds to the load and increased WAN delays.
I've even seen it where one specific machine kept getting dropped on a busy LAN-wired system because he was using his wireless connection by accident. In another case, the computer on the system with the oldest (slowest) network card kept getting dropped due to delays.
Lot's to consider with remote hosting.
I have found this will happen if the power settings on the machine allow the computer to sleep or hibernate. This turns off the network card as well.
Might be worth getting the user to check those settings.
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Are they possibly connecting to a VPN when the connection drops? I think Windows 7, by default, runs all traffic over the VPN, and that can cause your lost connection.