topic Problem for a customer to download packet capture. in Cloud Networking Platform

Problem for a customer to download packet capture.

osbee — Mon, 22 May 2023 12:28:46 GMT

Hello!

I have a customer who is trying to perform a packet capture on a switchport. However, when they click the stop button or wait for the specified duration, they receive the following error message: "Failed to connect to server." Has anyone experienced this issue before, or could it be due to some block on the client machine?

The customer has attempted to resolve the problem by using different browsers, but without success.

On my end, I am able to successfully download the packet capture using the same filters and settings.

Thanks,

Oscar

Re: Problem for a customer to download packet capture.

aleabrahao — Mon, 22 May 2023 15:40:54 GMT

I suggest you to open support case. It's probably a dashboard issue.

Re: Problem for a customer to download packet capture.

Brandon Svec — Mon, 22 May 2023 16:42:06 GMT

Since it works for you and not them I suspect something in their environment. Maybe software firewall or anti-virus interfering?

Re: Problem for a customer to download packet capture.

Philip D'Ath — Mon, 22 May 2023 19:12:02 GMT

I have had that before. Typically I do nothing and come back to it later and it is working.

Re: Problem for a customer to download packet capture.

osbee — Thu, 01 Jun 2023 09:02:26 GMT

We have tested various computers and browsers and it appears that there is an issue specifically with the Read-only account when using SAML. However, when we attempted the same operation with the admin account, they were able to initiate and download the packet capture successfully. We have a started a case for it.