Abila Private Cloud Getting Disconnected or Timing Out

Contact your IT support and have them troubleshoot this issue. Things to pay particular attention to are:

The priority and routing of Remote Desktop Protocol connections -We have seen instances where customers had extensive bandwidth but RDP connections (which is what Abila uses) were all being routed through a secondary device and were very restricted. This is not something that Abila support is able to troubleshoot or identify.

Screen savers or power savers - Some of these will interrupt dormant connections either directly or by powering down network cards or hard drives.

Wireless connections– Wireless connections can be unstable and are not supported. Try plugging the device into a network and see if the problem persists.

Group Policy Network Settings– To conserve bandwidth some networks are set up to terminate idle connections sooner than one hour. You can review some group policy settings that can cause this by going to article 20031.

Firewall/Security Settings– Firewall/Antivirus software can be set to terminate idle connections.

Recent Windows updates or software conflicts– There is a loose association with the application of additional security updates from Microsoft and the occurrence of calls that support gets on this topic. Though multiple machines may have received the update the problem usually only occurs on a limited number of machines. This points at something different in its settings.

Network Problems– Try updating or reinstalling the network card drivers on the machine. Try moving the machine to a different network plug or take a working machine and move it to the plug the problematic machine is on. Consider swapping cables.

Weak or problematic internet connections– Any disruption in the internet service can cause this. Your IT may check all these things and more but still not find a cause. Unfortunately, there isn’t any additional troubleshooting in your local network or internet connection that Abila support can do. Abila’s troubleshooting in this area is limited to confirming that the Abila server is not disconnecting you. This is accomplished by having an analyst log in observe what happens to your connection on the hosted system when it drops. This means that we will need to be online with you when it drops. If the drop happens at random this can be very difficult to accomplish. If we see that the disconnect happens on the Abila server, we can investigate its cause. But if the disconnect happens locally your login will remain on the Abila server and we will have to refer you back to your IT for troubleshooting the issue. Most customers that have reported this issue have subsequently had the issue resolved by their local IT resources. A number of them have reported that the problem simply “went away” which indicates they were probably temporary internet connectivity problems. Customers who IT was not able to determine the source of the issue usually resolve this by swapping machines or formatting and reinstalling their operating system.