Performance Issue: Bomgar Session Errors
Last Updated:
2020-02-21 12:40:38
Event:
2020-02-20 13:30:00
Status:
Closed
Brief Description:
When a TSP tries to start a new Bomgar session they get an error message saying "Internal error when trying to start a support session."
User Impact:
N/A
Workaround:
There are two methods to allow a session to work around this issue.
You may initiate a session by emailing a link from the Rep Console or otherwise provide a session key for the customer to enter in the support portal
A second approach is to change the jump client Connection Type from Passive to Active in the client Properties in the Rep Console. This happens silently on the remote computer and a few moments later a session can be started via the jump client.
You may initiate a session by emailing a link from the Rep Console or otherwise provide a session key for the customer to enter in the support portal
A second approach is to change the jump client Connection Type from Passive to Active in the client Properties in the Rep Console. This happens silently on the remote computer and a few moments later a session can be started via the jump client.
Current Status:
At this time the problem with passive jump clients has been corrected.
Services Affected:
Remote Assistance Service
Subsites Affected:
Box
Full Description:
When a TSP tries to start a new Bomgar session they get an error message saying "Internal error when trying to start a support session."
Timeline of Changes
| Description | Current Status | Date | Time |
|---|---|---|---|
| When a TSP tries to start a new Bomgar session they get an error message saying "Internal error when trying to start a support session." | At this time the problem with passive jump clients has been corrected. | 2020-02-21 | 12:40:38 |
| When a TSP tries to start a new Bomgar session they get an error message saying "Internal error when trying to start a support session." | IT support staff are working with the vendor to resolve the issue. | 2020-02-20 | 16:01:50 |
| When a TSP tries to start a new Bomgar session they get an error message saying "Internal error when trying to start a support session." | IT support staff are currently investigating the issue. | 2020-02-20 | 14:27:28 |