Error "The underlying connection was closed. A connection that was expected to be kept alive was closed by the server."
Who is this article for?Userswho are disconnected from the application with the listed error.
Local IT access is required for the solution.
If the client application shows the error "The underlying connection was closed. A connection that was expected to be kept alive was closed by the server.", this indicates that:
- Users are opening Pentana Audit and are connecting as usual.
- After a while, your corporate firewall or antivirus system incorrectly interprets normal activity as suspicious and closes the connection.
Although the message states "(...)was closed by the server" this is incorrect; the issue is usually with a firewall on the network path, somewhere between the client PC and the server in the data centre.
The crashes might appear to be random or might be repeatable (e.g. occurring when you upload a file).
1. Associated error messages
The error message may also contain the following text: "Unable to read data from the transport connection: An existing connection was forcibly closed by the remote host."
In addition, where a server's antivirus software is causing the problem:
- Pentana Audit app pool will be stopped.
- Server's Windows Event Viewer will show an event called APPCRASH for the process w3wp.exe, with the same time stamp as the client errors.
2. Solution
Your IT team should be able to confirm the cause by reviewing firewall logs and the antivirus logs for the application server.
Both should have the application endpoints whitelisted:
- [server name]/[instance name]/Service/TngService.svc
- [server name]/[instance name]/Service/TngFileService.svc
3. Workaround
If your server is hosted by Ideagen, it may be possible to work around the issue by connecting via a home network rather than your corporate network.