We have some questions for the Concert system. Please give your help.
Environment (our client site) :The Concert server already installed to Virtual Machine on the Windows PC.The Concert client already install to the Windows PC x3.The connection between Concert Server and Client is VPN.
Problem:Sometimes, the Concert Client can't login to the Concert Server
Answer: From Clear-Com tech support Can you perform a constant ping test tothe Concert server from the PC which you are trying to connect theConcert client from. ping -n 1000 [concert-server-ip] Latency should be<300ms Example: Reply from188.8.131.52: bytes=32 time=42msTTL=46 Also, can you take a screen shot of thefailure message on the Concert Client PC when it fails to log in
IF the ping test shows that theconnectivity to the server is OK (<300ms) do the following: 1. Increase thelogging level in the client Config> General Set Trace Level to "Verbose" 2. Reproduce theissue 3. Immediately graba snapshot from both the client and server Client:
Try to reproduce the issue Config > General Click Send Logs to Desktop Server:
Browse to the Concert Management Interface (CMI) and navigate to: System > Administration > Event Log Click Collect Logs Click OK Click [download] 4. Send both logfiles to Clear-Com AND return the logging level back to default on both the client and server
From Customer : We triedany investigation and found the cause of this issue.
Following security software service that installed to client PC encumbered thelogin behavior.
Sentinel Key Server / Safenet.inc
Sentinel Protection Server / Safenet.inc
Sentinel Security Runtime / Safenet.inc
We can stop these services so, stopped then it worked.