Messenger - users not showing on user list

  • 4
  • Problem
  • Updated 4 years ago
  • Solved
  • (Edited)
On regular occasion, we find that users are not visible in the user column. For example, we currently have 7 people logged in however, only 3 showing on our user list. See pic below

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Rachel Bruce

  • 124 Posts
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Posted 4 years ago

  • 4
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Mandi - Sport & Spinal Physio

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Same here, this happens to us constantly - very annoying when the therapists can't communicate with the admin team out the front properly 
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Andrew, Community Manager

  • 391 Posts
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Official Response
Hi Rachel

We have had some users experiencing this problem with the current version of Front Desk when using the Global Messenger option. It does seem to depend on the virus scanners in your office and the type of internet router being used. We do have a fix, and it is being released in our next update due early next week.

We can however connect to you and provide a hot-fix to update the Messenger only if you'd like to contact us by opening a support case:
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Luke D'Orsa

  • 32 Posts
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This happens to us too.
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Hi, we have has this happen to us constantly over the last few months. We have contacted FD on multiple occasions with no fix yet. On our last support call (Monday), FD actually changed our setting to "Global", saying that this would fix it.
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Andrew, Community Manager

  • 391 Posts
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The Messenger program does require features in your network to be working at 100%. In reality this is not always the case and we do our best to make the Messenger handle these situations.

From what you've described it sounds like you were experiencing an issue with the Messenger using local routing. This would be unrelated to the issue above with the Global Messenger. This requires for your network to correctly handle UDP broadcasting, which various virus scanners and network switching equipment may require additional configuration to handle. This is generally outside the scope of Smartsoft services.

You were likely placed on the Global Messenger because it uses a different communication protocol which would bypass any UDP related issues entirely.
The advice provided was likely correct to resolve the issue reported at the time.

If you are still having difficulty with your Messenger please feel free to open a support case for further assistance:
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Timothy, Business Care Manager

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Hi everyone. Thank you for your feedback and patience. Thisissue has been resolved in Front Desk version 16.9.15.