Messenger on PCs frequently dropping out

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  • Updated 1 month ago
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Practice has fairly basic config, Windows 10, a few workstations.
Messenger experiencing intermittent loss of connection between PCs - messages are typed from one but not received on another. No other network/Internet issues, and nothing obvious observed occurring when this happens. Sometimes it works fine, sometimes it stops working. Nothing has changed recently with the network. This problem has been going on for months, but came good for a while and is back again this week. Virus scanners running but nothing special configured for firewalls. No Internet security device, just basic switch. Are you able to provide details on how Messenger works to help with diagnosing issue or is this something you can remotely diagnose? Running v18, not installed 19 yet as its not yet production build.
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Joel

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Posted 1 month ago

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Louise Bruce-Smith

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we are having this issue too - we thought it's only been since the recent windows update

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Steven, Business Care

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Hi Louise, I understand you have spoken to helpdesk this morning, I'm pleased we could help.

To alleviate any concerns. There were no communication issues with messenger, and all is working fine. On one of the office machines, the Messenger window was not popping up when receiving a new message, which turned out to be just a configuration issue.
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Timothy, Business Care Manager

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Hi Joel and Louise. Front Desk Messenger can operate in two different modes. 1) Locally using UDP broadcast across your network. 2) In a global manner, which requires a connection on port 443 over the internet. We're unaware of any widespread issues with Front Desk Messenger, however if you're having problems, please open a support case www.smartsoft.com.au/support so that we can investigate your respective setups.
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Joel

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Thanks for getting back Timothy, sorry I thought I was submitting here to get support. What is the difference with posting the same thing at the link provided?
When you say "global" on port 443 - are you meaning its connecting to a central server within your infrastructure? Is there any perceivable difference from a user with either method? I assume its just using UDP at the moment, but where are those settings verified and changed?
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Timothy, Business Care Manager

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Hi Joel. The global option is typically used in multi-location practices, and is required if you wish to use the Messenger app for iOS and Android. The UDP option for in-office on your local network generally requires zero setup and it 'just works'. If UDP traffic is being blocked somewhere (in your router, antivirus software, firewall), this may be the cause of the problem.

The Community is a great way for members to share ideas and collaborate, but it is not suitable for helpdesk or technical support queries. We like to respond to general helpdesk and technical questions in a timely and accurate manner, which is best handled by our dedicated support staff. So that we can assist you, can you please open a support case at www.smartsoft.com.au/support