Article 10076: Client Applications Lose Connectivity with the Information Server (Range Reports)

TASKE Technology Knowledge Base
Products: TASKE Contact
      version 8.5, build 2204 and earlier
Applications: Reports
ACD Monitor
Visualizer (not supported on all telephone systems)
Search (not supported on all telephone systems)
Agent Desktop
Web applications
Telephone systems: All
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Summary

The Information Server is closed, preventing data collection and dispersal, due to a request for a Range report with a Range period exceeding 52 days. This causes all desktop and web-based client applications that require data from the Information Server to become unresponsive or fail to open.

Issue

The following symptoms may appear through TASKE client applications:

  1. At the computer requesting the Range Report

    The following message displays at the computer requesting a Range report with a Range period exceeding 52 days:

    The data necessary to complete this operation is not yet available.

    Clicking OK clears the message and the Reports application becomes unresponsive to requests for new reports.

  2. At desktop and web client computers with open TASKE applications

    Open desktop and web client applications requiring connectivity with the Information Server become unresponsive when the connection with the Information Server is lost.

  3. Attempting to open a desktop client application

    Attempting to open a desktop client application when the Information Server is not available produces the following message :

    Communication could not be established with the TASKE Software Upgrade service. Please try again later since the TASKE Information Server may not currently be running.

  4. Attempting to log into the TASKE web site

    Attempting to log into TASKE when the Information Server is not available produces the following message:

    There is a problem connecting to the server. Please contact your system administrator.

    Specifically: Check that the TASKE services and Info Server are running. Click here to go to the sign in page.

Reason

The error messages and client application behavior indicates that the connection with the Information Server is no longer available. In this instance, this behavior is caused by a request for a Range report that has a Range period exceeding 52 days. TASKE Reports is the application sending the request to the Information Server, and this request may originate from any TASKE supervisor installation within the organization or from the TASKE server.

Range periods are defined in the Administrator application. By default, Range periods may contain a maximum of 52 days. Running a Range report for a Range period that includes more than 52 days creates an exception that the Information Server is unable to handle, causing the Information Server to close, terminating all client connections as it does.

Solution

At the TASKE server, start the Information Server through TASKE Console. This resumes data collection.

To prevent the Information Server from closing when running a Range report, reduce all Range periods in the Administrator to 52 days or less. When a report containing 53 or more days of data is necessary, a Year by Month by Day of Week report is the best alternative to a Range report.

Note: later versions of TASKE Contact include a warning in Administrator that prevents users from including more than 52 days in a Range period.

Related articles:

Article 10073: ttnetsrv.exe Closes and Stops Data Collection (Range Reports)