Classroom.Cloud - pcs losing connection/long sleep time

[ITGuyNW]

Hi all

 

We recently signed up for classroom.cloud however things are going a bit pear shaped.

 

We keep losing connections to computers with "not connected". If a student logs in, it can maybe be 45 minutes before classroom.cloud kicks in (if ever). It's either crashing or in a stuck state.

 

I have tried the various filter/service restarts/software reinstalls but nothing is being fixed.

 

I have reached out to support but I find them extremely slow.

 

Has anyone else experienced this?

[machy]

We have recently started to use it here and have found the opposite, its normally showing who's logged in before they get to the desktop. 

 

Do you have all the firewall rules added? I Have found there documentation really good, but really hard to find

https://kb.netsupportsoftware.com/knowledge-base/what-are-the-fqdns-for-classroom-clouds-servers/

 

Also were you assigned a customer success person? i'v not had to contact normal support yet but the success people have been quick enough to respond  

[ITGuyNW]

Hi

 

Yeah its all added. If a student is logged in for 30-40 minutes they appear. It's not every student either. It's like its going to sleep and either something is maybe timing out and retrying the connection or its crashing and restarting somehow.

 

What version installer are you using? It feels like it started to show issues after the latest 2.10.1.999 update.

[machy]

Were on the same version

 

We use Smoothwall Cloud as filtering and Forti for FW if that helps narrowing anything down

 

they should be able to send you a file to enable debug logging 

[mavhc]

Ask AI to write a script to every x seconds check if there's a socket open to the server, and if not, restart the service

[ITGuyNW]

Looking into this further, it appears that those with issues the service is not recovering after a crash. It seems every PC suffers crashes with certain dlls but they nearly always recover.

 

Now testing adding some customisation to the services to autorecover after a crash.

Edited July 17 by ITGuyNW

[MW_NetSupport]

@ITGuyNW, the software shouldn't be crashing.  Our support team should be able to walk you through some steps to identify what is causing the crash and get some log files so we can do some further analysis.  If you haven't done so already it might be worth adding an exception to the program files folder in your anti-virus software to see if this helps.

 

If you want to DM me your details I can chase this with our support team and see where they are with investigating the issue for you.

 

Matt