RT 2.09 search and other time-outs

RT Users
1

Hi RT users,

We have RT 2.09 setup to manage a small IT dept’s issues. Access is from IE 5.5
and 5.0 running on NT. Proxy is bypassed. I have found two problems after using
the system for 2-3 weeks:

  1. When searching or building searches for tickets we frequently get the
    following standard IE error message. This message also sometimes appears on
    logout. Hitting refresh a few times usually fixes the problem. It is strange
    that I don’t see this error anywhere else in the package. If it occurred say
    every 10-50 page displays I would tend to think it was our network but the fact
    that it only happens when searching or on logout points to a combination of RT
    and our setup.

    The page cannot be displayed
    The page you are looking for is currently unavailable. The Web site might
    be experiencing technical difficulties, or you may need to adjust your
    browser settings.

    Please try the following:
    Click the Refresh button, or try again later.
    If you typed the page address in the Address bar, make sure that it is
    spelled correctly.

    To check your connection settings, click the Tools menu, and then click
    Internet Options. On the Connections tab, click Settings. The settings
    should match those provided by your local area network (LAN) administrator
    or Internet service provider (ISP).
    If your Network Administrator has enabled it, Microsoft Windows can examine
    your network and automatically discover network connection settings.
    If you would like Windows to try and discover them,
    click Detect Network Settings
    Some sites require 128-bit connection security. Click the Help menu and
    then click About Internet Explorer to determine what strength security you
    have installed.
    If you are trying to reach a secure site, make sure your Security settings
    can support it. Click the Tools menu, and then click Internet Options. On
    the Advanced tab, scroll to the Security section and check settings for SSL
    2.0, SSL 3.0, TLS 1.0, PCT 1.0.
    Click the Back button to try another link.

    Cannot find server or DNS Error
    Internet Explorer

  2. Style sheets not being provided fast enough caused browser errors. This was
    fixed by a hack we found in the news group. It would be good to have this as a
    config option.

Thanks in advance…

2

We have RT 2.09 setup to manage a small IT dept’s issues. Access is from IE 5.5
and 5.0 running on NT. Proxy is bypassed. I have found two problems after using
the system for 2-3 weeks:

  1. When searching or building searches for tickets we frequently get the
    following standard IE error message. This message also sometimes appears on
    logout. Hitting refresh a few times usually fixes the problem. It is strange
    that I don’t see this error anywhere else in the package. If it occurred say
    every 10-50 page displays I would tend to think it was our network but the fact
    that it only happens when searching or on logout points to a combination of RT
    and our setup.

This may be of some partial assistance.

Remember any error message generated by the server less than 512
characters will be over-written with IE’s generic “friendly” error
message. (eg: the server is busy)

You can turn off this behaviour by unchecking
Tools|Internet Options|Advanced|Show Friendly HTTP Error Messages

Which will probably help you somewhat in your diagnosis of what is really
going on.

–matt

3

Hi ‘smcdonald’ (sorry, no other name I could find in your posting)…

Are you using SSL (https) for access your RT server? This warning is a typical
symptom of the various different ssl keepalive and shutdown bugs in many common
versions of IE. You can work around these by carefully reading the FAQ at
www.modssl.org - some default mod_ssl configs come with the correct settings, but
it depends on your vendor (or self-build choices). I often see the bug appear on
POST pages, and less often with GET - this I can’t explain…

Even if you’re not using SSL, you should check the apache error_log at the time
this happens, and see if apache or Mason noticed the problem.

When you get desparate, ethereal is your friends (www.ethereal.org) - a full
packet capture can usually point the blame directly at the culprit.

Cris

smime.p7s (2 KB)