Troubleshooting DTA Disconnections
This section describes how to troubleshoot a persistent DTA disconnection. Upon disconnection, the following screen is displayed:
Do one of the following depending on how many users are affected in your organisation:
|
Users Affected |
Do this... |
|
One |
This disconnection is unlikely to be related to an issue on storm. Consult your internal IT team for advice. If their efforts do not resolve the issue, consult your local support desk. See Further Support at the end of this topic. |
|
Multiple |
This disconnection may be related to an issue on storm. Consult your internal IT team for advice as well as consulting your local support desk. See Further Support at the end of this topic. |
Post-Connection Tasks
On successful reconnection to storm, DTA will attempt to reconnect any active sessions.
Do the following:
- Log out and then log back in to DTA to as previous disconnections may have affected availability statuses with some users reconnecting into incorrect statuses.
- To ensure that storm DTA tabs remain active rather than disconnecting from storm during idle periods, do the following depending on the browser you are using:
|
Browser |
Instructions |
|
Google Chrome |
Click on the menu button that is denoted by three dots in the right-hand side of the browser window. Select Settings from the menu. On the Settings tab, select Performance. In the ‘Memory’ section and under 'Always keep these sites active', add the URL for your storm web site (for example, www.timeforstorm.com for users in the UK). Note: this may impact browser performance when multiple tabs are open. |
|
Microsoft Edge |
Click on the menu button that is denoted by three dots in the right-hand side of the browser window. Select More Settings from the menu. On the Settings tab, select System and Performance. In the ‘Optimise Performance’ section and under 'Never put these sites to sleep', add the URL for your storm web site (for example, www.timeforstorm.com for users in the UK). Note: this may impact browser performance when multiple tabs are open. |
|
Mozilla Firefox |
Right-click the DTA browser tab and then select Pin Tab. This will deprioritise the tab from becoming inactive over unpinned tabs. However, the tab may still be put to sleep if other pinned tabs have a lower priority. |
If the issue persists after having followed the procedures in this topic, contact your local helpdesk for support, ensuring that the results of your troubleshooting are included in your request. The team will work with Content Guru engineers to analyse call logs to look for errors. Call logs are usually checked for three or more calls that occurred within the previous 24 or 48 hours.