SNAPmobile Web: Troubleshooting Registration Issue
Written by Marissa Orsini
Updated at April 25th, 2023
Table of Contents
Scope
Intended Audience: Tier 1 Technicians or higher
The following document will outline steps to potentially resolve issues with the SNAPmobile Web and potentially give you an understanding on what to do to solve the issue. Gather logs and escalate to a T2 or higher once you have identified the issue.
Requirements:
- Access to the Manager Portal
- Basic user scope or higher
- Google Chrome
(Note: We highly recommend Google Chrome when using SNAPmobile Web. Prior to performing the following steps, make sure the issue persists on Google Chrome first.)
Troubleshooting SNAPmobile
- Verify a microphone is detected
- Once a microphone is connected check if SNAPmobile Web is registered. If it still is not registered, move on to step 3.
- If a microphone is connected to your computer but SNAPmobile Web says that there isn't, make sure you're allowing apps access to your Microphone. You can check this under Start > Settings > Privacy > Microphone and making sure Allow apps to access your microphone is set to On.
- If a microphone is connected to your computer but SNAPmobile Web says that there isn't, make sure you're allowing apps access to your Microphone. You can check this under Start > Settings > Privacy > Microphone and making sure Allow apps to access your microphone is set to On.
- Ensure Google Chrome is up-to-date.
- Click the Ellipsis
- Go to Help > About Google Chrome.
- Under About Chrome, you will be able to see which version you are running and if any updates are available.
-
Note: Older versions of Chrome will sometimes say that they are up to date when they actually are not. If you believe that you are running an older version of Chrome and would like to manually update:
- Download Chrome
- Run the "ChromeSetup.exe" file, once install is completed, the most recent version of Chrome will open automatically.
- Clear your Browser Cache/ Cookies
- Close the SNAPmobileWeb
- With Chrome open, hold Ctrl + Shift + Delete (or navigate to More tools > Clear browsing data)
- This is going to open the Clear browsing data menu. For the time range, select All Time, check Cookies and other site data and Cached images and files, and then click Clear data.
- Re-open SNAPmobile Web from Apps Navigation
- Select the SNAPmobile Web window, press CTRL + SHIFT + V (Windows), or COMMAND + SHIFT + V (MAC) to launch the Developer Tools.
- At the DevTools window, click the Console tab
- Click the SNAPmobileWeb window and press CTRL + R to refresh. This will refresh the page and will cause it to re-register
- At the DevTools Console tab, check if there are any errors. Make notes of these errors.
- Check Web Socket Connection
- At DevTools, click Network -> WS tab
- Hit Refresh on the SNAPmobileWeb window.
- A working example would look similar below
- An example of when the SMW is not able to connect. port 9002 is currently unavailable or blocked on the firewall.
- An example of when the SMW is not able to connect due to 503 on a single server that it is set to. Be default, there would be another server that the SMW will try to connect to. In this case, there's only one server defined with WS_SERVERS. This would also happen if all GEO servers were to go down or if someone accidentally set 503 on all nodes.
- Log any errors in the ticket that you found and escalate to T2 or higher