Overview

If end users are experiencing issues with Service Tunnel going down and not restarting in a timely manner.

Symptoms

• End users cannot reconnect in under 10 minutes, for example.

Potential Root Cause

• End users' modems or ISPs pre-emptively determining that users' connections were inactive, causing Service Tunnel sessions to time out.

Resolution Steps

1. In the CSE desktop app, navigate from Settings > Preferences > Advanced Settings, and toggle on Enable Continuous Ping.

2. Set a time interval: This time interval setting determines the frequency with which the session is kept alive (e.g., set to Default).

If you're unsure of which time interval to set, consult with your org's IT department.