davidrb84 Posted February 20, 2019 Share Posted February 20, 2019 Hi all, Is anyone else getting a "Could not connect to server (Error code: -1)" error when interacting with their service manager instance? We're getting it when searching, updating or other actions. Edit: same errors on 4g connection as well Link to comment Share on other sites More sharing options...
davidrb84 Posted February 20, 2019 Author Share Posted February 20, 2019 At this point several of my analysts cannot update requests. The same users are also not able to search using the main search bar (filter still works) Link to comment Share on other sites More sharing options...
davidrb84 Posted February 20, 2019 Author Share Posted February 20, 2019 Email updates cannot be applied to existing jobs. Searching for specific requests does not work in the main search box. Attached is a screen shot of the email update request interface showing a grey apply button for a valid reference number. Link to comment Share on other sites More sharing options...
davidrb84 Posted February 20, 2019 Author Share Posted February 20, 2019 Unfortunately we're still unable to update requests from the email interface. Searching for requests also doesn't work (filter works fine) Link to comment Share on other sites More sharing options...
David Hall Posted February 20, 2019 Share Posted February 20, 2019 Hi @davidrb84 Apologies for any inconvenience, I've asked the relevant team to have a look at your instance to see if there are any issues they can see. Kind Regards, Dave. Link to comment Share on other sites More sharing options...
James Ainsworth Posted February 21, 2019 Share Posted February 21, 2019 Hi @davidrb84 While this is being looked at, I'm assuming that this is something to do with the indexing. You can read about indexes on the wiki located here. There are two types of re-indexing that can be run. New and All. In both cases these should be run out of hours. Using the New option on the re-index is a much shorter process than the All option. You may want to start with a New re-index on the hornbillitsm index. You will also need to set the Page Size to 100 or less before you can start the indexing. If this has not improved your situation, you can then look at re-indexing hornbillitsm using the All option. This length of time this takes will vary on how many requests you have. If it is the first time you have run the re-index on All, I would recommend starting this on a Friday evening. You can track the progress of the re-index using the Background Jobs view. It will be worth while making a note of how long the indexing takes. You may find that it is short enough to schedule at more appropriate times. Regards, James Link to comment Share on other sites More sharing options...
davidrb84 Posted February 21, 2019 Author Share Posted February 21, 2019 Our issues appear to have been resolved. Thank-you for the information @James Ainsworth are you suggesting this would be worth doing fairly regularly, or only if we see an issue? 1 Link to comment Share on other sites More sharing options...
Victor Posted February 21, 2019 Share Posted February 21, 2019 7 hours ago, davidrb84 said: are you suggesting this would be worth doing fairly regularly, or only if we see an issue? @davidrb84 - only if advised as such by Hornbill staff Link to comment Share on other sites More sharing options...
Izu Posted March 22, 2019 Share Posted March 22, 2019 @Victor, We have been receiving this error message 'Could not connect to server' within last 20 minutes and its seems to be affecting everyone. Rgds, Izu Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 22, 2019 Share Posted March 22, 2019 Hi @Izu I'm hoping that this has already been dealt with and things are working for you. I do want to mention that you have a Premier Success plan. In scenarios such as this I would recommend that you head straight to http://www.hornbill.com/support where you can do a check on the status of your Hornbill instance and raise a support request. Regards, James Link to comment Share on other sites More sharing options...
Izu Posted May 2, 2019 Share Posted May 2, 2019 @James Ainsworth, This issue (Could not connect to Server...) has persisted for a couple of days now and I would like to know if we should try the option of implementing re-indexing? Rgds, Izu Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 2, 2019 Share Posted May 2, 2019 Hi Izu, Thanks for your post. The re-indexing discussed further up this topic was really only to do with the searching and not being able to find requests. I would suggest that you raise a request directly with Hornbill Support as you have a Premier Success plan. Regards, James Link to comment Share on other sites More sharing options...
Izu Posted May 2, 2019 Share Posted May 2, 2019 Thanks for the feedback. I have already raised a request with Hornbill Support. Link to comment Share on other sites More sharing options...
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