The following is information intended for the technician. Please forward this information to your IT services provider with any relevant information such as when the drop occurred and how many users this issue occurs on.
If the drop affects all users at once, the network switch should be evaluated to see if a replacement is needed.
Diagnostics:
Check the event viewer on the workstation and server. At the time of the drop, is there a version number in the error message? If there is no version number (it will just say 0.0.0.0 where the version should be) then it is a network drop.
----If there is a version number, please proceed further down this document as the next couple of paragraphs are for network drops:
At the workstations having this issue, make sure in the power settings that there are no settings that permit the network adapter to go to sleep. The technician can also run the command "netsh int tcp set global autotuninglevel=disabled" in a command prompt with admin rights. It could also be hibernating - when the client comes back after leaving the computer for a while, it can appear to be working for a little while then give a connection error and kick them out of the program.
If the issue isn't in the power settings for the computer - try going to the network adapter status by right clicking the network status in the bottom right, going to network and sharing center, change adapter settings, right click the network adapter in use, click status, and make sure it is not using something very slow like a 10/100 megabit connection - this can get too backed up and eventually kick the user out.
The technician can also try a couple hundred pings to the server - if any of them time out there could be a bad cable or port (or a cable/port beginning to go bad) between/at the switch going to the workstation. (For example: ping www.google.com -n 200 > C:\pingtestresults.txt), just replacing www.google.com with the IP of your server.
Confirm the anti-virus software is not performing a pre-scan of the file prior to loading. As a temporary test, try disabling the anti-virus on the server and workstations. Please note, if using an Enterprise Security Platform, make sure to test by disabling it on the servers AND workstations.
----For SQL drops (when there is a version number present)
This is a generic message presented when the workstation or Terminal Server encounters an error reading the file(s) referenced. Typically these messages indicate a momentary SQL or TCP disconnect (or both) between the workstation or TS and the SQL Server. With the program files located on the SQL server, if there was an exe that was loaded or dll that was being accessed at the time of the drop, the program will either lockup or shut down because the program files have become unreachable. In the case of a SQL disconnect, SQL may have run out of “keep-alives” and temporarily dropped the SQL connection which would also result in a lock. It only takes a very momentary drop for this to happen.
Start by checking to see if there are any SQL service packs or cumulative updates for the client’s version of SQL that may pertain to communication and/or keep alives. Cumulative updates will not show up in Windows Update; you will actually have to do a Google search for cumulative updates for your version of SQL.
You could also load NetMon on the workstation or TS and point it to the SQL server to trace for SQL and/or general network disconnects or errors.
---Other common occurrences - particularly if the issue affects all users at once - can include but are not limited to: (by order of frequency)
Folder structure failure - This is common when migrating from old or failing servers, and in most cases can be fully mitigated by running our folder repair process here.
File system failure - run CHKDSK (or equivalent) on all server drives to check for file system errors.
Hard drive failure - run a hard drive diagnostic to determine if sectors are going bad in the drive.
Memory failure - run a memory diagnostic to determine if a stick has failed or is failing.
See the following link for further information on troubleshooting:
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