Loss of Network Connectivity and Trouble Restarting the Connection
Service Tunnel Troubleshooting
- Updated on Aug 20, 2025
- 2 minutes to read
- Loss of connectivity and trouble restarting the connection
- Symptoms
- Potential Root Cause
- Resolution Steps
Loss of connectivity and trouble restarting the connection
If end users are experiencing issues with Service Tunnel going down and not restarting in a timely manner.
Symptoms
[What time frame are our customers seeing?]
Potential Root Cause
[What is the root cause here?]
Resolution Steps
-
In the CSE desktop app, navigate from Settings > Preferences > Advanced Settings, and toggle on Enable Continuous Ping.
-
Set a time interval: This time interval setting determines the frequency with which the session is kept alive (e.g., set to Default).
Note: If you’re unsure of which time interval to set, consult with your org’s IT department.
