Supervisor is blocked or crashing
|Summary||This article describes how to manage a blocked or crashing Supervisor|
|Written for||Fieldwork Manager|
|Keywords||supervisor; crash; blocked|
When Supervisor connects to the CCA, the latter sends information to Supervisor needed to manage fieldwork, such as list of Surveys, Quotas, Agents, etc.
In the case of a poor quality network (and here we're not talking about the ping latency between CCA and Supervisor), e.g. when some of the information packets are fragmented. When this happens, the CCA doesn't know if the Supervisor has received what it sent. Therefore CCA resends these again. This can start a loop process which can last for a long time until the CCA finally receives confirmation from the Supervisor.
We use a third-party application to moderate such issues:
TCP Optimizer enables you to customize your CCA's MTU settings.
Default MTU values
Here is a short description of default values:
||is the largest packet size; it is also the standard default value. It is the typical value for non-PPPoE, non-VPN connections, and the default value for Netgear routers, adapters and switches|
||is the standard value for PPPoE|
||is the maximum size used for pinging (bigger packets are fragmented)|
||is the standard value for DHCP|
||is the standard value used by AOL, if you don't have large email attachments, etc...|
||is the standard value for VPN and PPTP|
||is the maximum value for AOL's DSL service|
||is the standard value used by Dial-up Internet access|
In most cases, setting your MTU to 1400 will solve your AskiaVoice problems. For example, a client's Supervisor could take one hour to launch or would just stay blocked. Decreasing the MTU from 1500 to 1400, the client's Supervisor took 3 seconds to launch!
Customize your MTU
- Go to the affected Supervisor machine.
- Download TCP_Optimizer.rar.
- Unzip the file contents.
- Start TCP Optimizer.
- In the General settings tab click on Custom settings.
- Set the MTU text box to 1400.
- Click Apply and Exit.
- Reboot the Supervisor machine.