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Performance Issue: Bomgar Session Errors

Last Updated:
2020-02-21 07:40:38
Event:
2020-02-20 08:30:00
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 <https://assist.it.cornell.edu/>

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:
Bomgar
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 07:40:38
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 11:01:50
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 09:27:28