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

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

  1. In the CSE desktop app, navigate from Settings > Preferences > Advanced Settings, and toggle on Enable Continuous Ping.

  2. 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.