Loss of Network Connectivity and Trouble Restarting the Connection
Service Tunnel Troubleshooting
- Updated on Sep 10, 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
- End users cannot reconnect in under 10 minutes, for example.
Potential Root Cause
- End users’ modems or ISPs pre-emptively determining that users’ connections were inactive, causing Service Tunnel sessions to time out.
Resolution Steps
-
In the CSE desktop app, navigate from Settings > Preferences > Advanced Settings, and toggle on Enable Continuous Ping.
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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.
