Go back issue

[muyousif]

Hi, I am getting go back issue on multiple agents which are on different dialer server. I have observed all servers for load and no discrepancy found. For 400 agents we are using two web servers and load on all servers is below 50%. Database is also working good, network is also stable no packet loss between agent computer and web servers. Anything else I need to check, please help.

[williamconley]

Post the actual error. You're asking a technical question but posting a vague description of the problem and expecting those helping to "assume" the technical nature of the problem. To be clear: "Go back" isn't the error. That's an option offered to the agent AFTER the error.

You should also begin a log of occurrences to see if there is any pattern or predictability to the behavior. Agents in one row? One section of the building? All on the same Dialer or Web server? All starting with "2"? Any pattern counts.

You stated "no packet loss". Was the test of packet loss at the exact same moment of an occurrence, and tested between the agent who had the error and the web server to which that agent's web browser was connected? Note that testing any time other than the moment of failure is not valid. This isn't a flat tire, its symptoms aren't visible when the problem is in the past or future.

Also consider having the agent hit F12 and seeing if there is any help in the javascript console (anything in Red would be considered worthy of discussion, other things may be as well). If the F12 console was up before the problem, you may also have a look at the networking tab to see packets sent and results. But that console can severaly bog down the workstation if left "up and collecting data". Best to start it after bringing up the web page but not go to the network tab until after the event. Then capture the results and close the browser completely to clean out the workstation. It'll eat all the available memory otherwise (or as close as it can get, lol).

[muyousif]

Hi William,

Thanks for your very clear response and sorry for my vague description. I will come to forum again after getting more info.

Thanks,
Muhammad Yousuf

[williamconley]

Hi William,

Thanks for your very clear response and sorry for my vague description. I will come to forum again after getting more info.

Thanks,
Muhammad Yousuf

Good luck. Hopefully deeper searching will resolve your issue. Don't forget to post even if you do. Showing the solution will help the next guy with this problem.

[muyousif]

Hi William,

Thanks for the great advice, Using your suggested 'F12' I was able to track down cause of go back issue. There was network chocking which was not detectable via simple ping. F12 network tab showed high latency for page and at the same time we found network chocking. Thanks for helping me to sort out this. I really appreciate your help

[williamconley]

Excellent postback!