[bromcom] Bromcom reports - timeouts using Smoothwall

[kennysarmy]

Hi,

 

When we run reports through Bromcom that take a while to run, (that's another issue) they seem to time out after five minutes when proxy set as Smoothwall.

 

 

If we bypass the smoothwall the reports can take ages to run.

 

One I'm using as a trial to see where issue is, is taking 20 minutes!!!

 

Is it normal a report should take this long to run?

 

These are the report parameters.

 

[SpreadsheetJockey]

This looks like an assessment report that runs out to a web merge - I'm guessing you are generating student reports home or something similar? If so, no I don't think it should take that long - mine are under 20 seconds for a full year group out to PDF. Also, it looks like the attachments are suggesting that clicking 'Web Merge' is the point at which it hangs? This would be odd because to my recollection this just takes you to a screen that asks if you want to keep using the same web merge doc template or upload a new one. In other words, is it even processing anything at that point?

[kennysarmy]

This looks like an assessment report that runs out to a web merge - I'm guessing you are generating student reports home or something similar? If so, no I don't think it should take that long - mine are under 20 seconds for a full year group out to PDF. Also, it looks like the attachments are suggesting that clicking 'Web Merge' is the point at which it hangs? This would be odd because to my recollection this just takes you to a screen that asks if you want to keep using the same web merge doc template or upload a new one. In other words, is it even processing anything at that point?

 

These are our results!

 

Can't get anywhere near "minutes" - either through Smoothwall it can never run at all - or bypassing Smoothwall it's between 3 and 19 minutes in testing!

 

Through Smoothwall :

Start test 9.54. Failed by 10.00

Start test 10.31. Failed by 10.35

Start test 10.59. Failed by 11.03

Start test 11.19. Failed by 11.25

 

 

Bypass Smoothwall :

Start test 10.05 - 10.24 - 19 minutes.

Start test 10.41 - 10.50 - 9 minutes.

Start test 10.55 - 10.58 - 3 minutes.

 

 

I'm sure Bromcom will blame our Internet Connection - but no speed tests are always at 100Meg and above.

 

And surely the process is not bandwidth heavy? The final file is only about 60kb in size?

 

Raising support calls with Bromcom is a hit and miss exercise but I don't see this an issue with our internet connection, but data manager tells me she tries at home it takes seconds too

 

ARrrggghhhhhh

[Bromcom_Support]

Hi Kennysarmy

 

Do you have a support case raised with us for this, if so let me know the case reference. This might be how the report is built and the filters that are used (or not being used). Let me know and we can take a look for you.

 

Thanks

[kennysarmy]

Hi Kennysarmy

 

Do you have a support case raised with us for this, if so let me know the case reference. This might be how the report is built and the filters that are used (or not being used). Let me know and we can take a look for you.

 

Thanks

 

No call opened yet.

 

Report parameters are in opening post.

 

Data manager provided details for testing, she assures me when running similar reports at home they run in seconds, but time-out or take many minutes when in school!

 

Should I open a ticket?

 

I've already opened one with Smoothwall to find out why the reports time-out after 5 minutes.

One open with SWGfL to find out if our broadband could be throttling traffic to and from Bromcom (all other sites are fine)

 

May as well open one with your support as well

[Bromcom_Support_2]

No call opened yet.

 

Report parameters are in opening post.

 

Data manager provided details for testing, she assures me when running similar reports at home they run in seconds, but time-out or take many minutes when in school!

 

Should I open a ticket?

 

I've already opened one with Smoothwall to find out why the reports time-out after 5 minutes.

One open with SWGfL to find out if our broadband could be throttling traffic to and from Bromcom (all other sites are fine)

 

May as well open one with your support as well

 

Hi Kennysarmy

 

Sorry for the issues you are experiencing, yes please raise a support case with our Helpdesk.

 

There are likely to be some Error Logs that we can check via Config>Setup>System Logs, which can help us to identify the cause/route of the error.

Assessment Web Merge Reports can take their time but when it takes more than a few minutes, this is something we can look into.

 

Kind regards,

Bromcom Support

[Bromcom_Support]

Hi Kennysarmy

 

If you raise a case and we will take a look at the report. The screen shots show the selections being made but it could be to do with the design of the report itself. Its worth us checking this for you :-)

 

Thanks

[kennysarmy]

Hi Kennysarmy

 

If you raise a case and we will take a look at the report. The screen shots show the selections being made but it could be to do with the design of the report itself. Its worth us checking this for you :-)

 

Thanks

 

Call open.

 

My data manager seems adamant the exact same report at home runs in seconds, but the best I've managed is 3 minutes when bypassing the smoothwall box and 3 minutes on a laptop using my phone as a hotspot (4G)

 

So I'm very confused as to why she can get it to run so much quicker from home.

[Bromcom_Support_2]

Call open.

 

My data manager seems adamant the exact same report at home runs in seconds, but the best I've managed is 3 minutes when bypassing the smoothwall box and 3 minutes on a laptop using my phone as a hotspot (4G)

 

So I'm very confused as to why she can get it to run so much quicker from home.

 

I will be very intrigued to see the outcome of this!

 

Other than a pop up blocker or other security, there shouldn't be a difference between how fast it runs or processed in different locations.

 

Please feel free to message me the case reference privately or if you wish to discuss further.

 

Kind regards,

Bromcom Support

Edited January 31, 2022 by Bromcom_Support_2

[kennysarmy]

I will be very intrigued to see the outcome of this!

 

Other than a pop up blocker or other security, there shouldn't be a difference between how fast it runs or processed in different locations.

 

Please feel free to message me the case reference privately or if you wish to discuss further.

 

Kind regards,

Bromcom Support

 

Good Morning,

 

I installed some remote control software on my home laptop and connected in this morning when I got to school.

 

I ran the same test report on both my work PC (bypassing Smoothwall) and at home and started them at the same time.

 

They finished within seconds of each other, 2 minutes 50 seconds to complete.

 

So my questions are now.

 

Did the report used to run in seconds and is there now something making it take a lot longer?

 

How long "should" the running of this report take?

 

I'll message you the case reference.

[Bromcom_Support_2]

Good Morning,

 

I installed some remote control software on my home laptop and connected in this morning when I got to school.

 

I ran the same test report on both my work PC (bypassing Smoothwall) and at home and started them at the same time.

 

They finished within seconds of each other, 2 minutes 50 seconds to complete.

 

So my questions are now.

 

Did the report used to run in seconds and is there now something making it take a lot longer?

 

How long "should" the running of this report take?

 

I'll message you the case reference.

 

Thankyou for the update, I will check my messages now and take a look.

 

Kind regards,

Bromcom Support

[kennysarmy]

Is there anyone running Bromcom through anything similar to the SWGfL AND using an on-site Smoothwall?

 

Engineer cannot get reports to run if we go through the Smoothwall

[kennysarmy]

 

Current error when report "times-out"

[kennysarmy]

Smoothwall have checked all the settings on our Smoothwall appliance.

 

Thank you for your time on the phone.

 

During the call we made sure the URLs provided by Bromcom were in their own category which was then whitelisted through the web filtering and exempt from both the HTTPS inspection and Authentication Proxy.

 

We also added the IPs into the Smoothwalls destination exemptions and also into the end user devices internet options exceptions to make sure traffic was not being passed through the proxy of the Smoothwall, effectively relegating the Smoothwall to the role of a router for that specific traffic.

 

Just to be sure, I also added the non-standard web port they use (port 444) into the web proxy settings to make sure it was not being blocked for security reasons.

 

Even after doing all of the above, the issue still remained.

 

We were not getting a block page, we were getting a gateway timeout issue. This, combined with the traffic being completely exempt from all Smoothwall functions that could impact this traffic, indicates that the issue is upstream at either the LGFL level or on Bromcoms side.

 

I would recommend asking LGFL to completely whitelist everything coming from the Smoothwall device to remove them form the equation. If you then test through the Smoothwall and the Bromcom reports work then the issue is at LGFL's side. If the Bromcom reports still time out, then its an issue at Bromcoms side.

 

 

So, we go through the Smoothwall and the reports "time-out".

 

We bypass the Smoothwall and the reports (eventually) run.

 

Yet the Smoothwall is not the problem :/

Edited February 3, 2022 by kennysarmy

[CrootUK]

Did you get anywhere with this? having this issue currently. 

[Bromcom_Alec]

Hi there. I would recommend you raise a ticket with your helpdesk to investigate the specifics of the issue you are having. After this much time has elapsed I imagine the root cause will be different.

[CrootUK]

Support recommended more RAM, it's not a RAM issue, it's the time the report is taking to run specifically the "Full School Summary Report" It takes over 10 minutes here, if it was below 5 the proxy wouldn't time out.