User Session Troubleshooting
- Vinicius Menti (Unlicensed)
Frozen Session
If your session freezes while using the Auto.Sky platform, please follow the instructions below:
Auto.Sky Local Plugin Environment
The first recommendation is to wait a few seconds to see if the session becomes responsive again because, as with any computer, sometimes a process gets temporarily frozen due to concurrency of resources, and after a while it returns to normal operation. If after waiting for about 30-60 seconds the session is still locked, please follow the steps below:
Open the List of Applications window and click the gear icon (bottom left corner), as shown below, to open a list with the processes running on the remote server:
Check the Status column on the right side of the screen. If there is any process with a status other than Running (such as Not responding) and this status does not change, this means that this is the process that is freezing your session and you can stop it manually. To do this you just need to select it by clicking on the process ID (first column on the left) and then click on the Kill Process button. This should close the window with the frozen session immediately:
If your sessions are frequently freezing, there may be a software or configuration issue. Consider reporting this to your System Administrator for investigation.
Auto.Sky Web Browser Environment
The first recommendation is that you wait a few seconds to see if the session becomes active because, just like on any computer, sometimes a process gets temporarily frozen due to resource concurrency, and after a while it starts working normally again. If, after waiting for about 30-60 seconds, the session is still frozen, follow the steps below:
Open the List of Applications window and click on the gear icon (bottom right corner), as shown below, to open a list with the processes running on the remote server:
Check the Status column on the right side of the screen. If there is any process with a status other than Running (such as Not responding) and this status does not change, this means that this is the process that is freezing your session and you can stop it manually. To do this you just need to select it by clicking on the process ID (first column on the left) and then click on the Kill Process button. This should close the window with the frozen session immediately:
If your sessions are frequently freezing, there may be a software or configuration issue. Consider reporting this to your System Administrator for investigation.
The Application does not Start
Typically, after you log on to the Auto.Sky platform, a window with the list of published applications appears. To start an application, double-click its icon:
If only one application has been published to your environment, it is likely that the List of Applications window will not appear, since the published application will run immediately without further user interaction.
Auto.Sky Local Plugin Environment
It may take a few seconds before the chosen application opens. If it doesn't open, please check if its process is running by following the steps below:
Click the gear icon:
If the status of your application’s process is Not Responding, terminate it by selecting its ID and clicking the Kill Process button, as shown below:
If your application’s process does not appear, click the Back to Apps button in the lower left corner of the process window:
Try opening the application again by double-clicking its icon:
Now go back to the processes screen to see if your application's process has appeared. If not, please contact your System Administrator to investigate:
If your application’s process is running (Running status) but it still won't open, please check that there isn't an open application window running in the background. On Windows computers you can do this by hovering your mouse cursor over the Auto.Sky icon on the Taskbar to see how many application windows are open (in the example below there are three open applications). You should be able to find your application here:
Auto.Sky Web Browser Environment
It may take a few seconds until the chosen application opens. If it doesn't open, please check if the application's process status is Running by following the steps below:
Click the gear icon:
If the status of your application’s process is Not Responding, terminate it by selecting its ID and clicking the Kill Process button, as shown below:
If your application’s process does not appear, click on the Back to Apps button in the lower left corner of the process window:
Try opening the application again by double-clicking on its icon:
Now go back to the processes screen to see if your application’s process has appeared. If not, please contact your System Administrator to investigate:
If your application’s process is running (Running status) but it still won't open, please check that there isn't an open application window hidden in the lower right corner of the Auto.Sky window (hover to display):
If so, just click on the application to open it:
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