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ghhelpdesk
Engaged Sweeper

Hello, we have issues currently with the Helpdesk for some Agents.  When the agent clicks the Helpdesk "button" they are sent to the helpdesk and show the current ticket count but the page portion actually showing the tickets is blank and just reads "Processing" even after letting this time out and going back the same issue occurs.  Anyone else seen this before and have suggestions?

We are running on a full SQL database server, latest version of lansweeper, have done a recent database cleanup per the article as part of our troubleshooting but we still consistently see this issue.  So much so that now some Agents can't even get to the helpdesk to work.

5 REPLIES 5
ghhelpdesk
Engaged Sweeper

Thanks but we've done that and they don't have an answer either except to "upgrade" to Enterprise Support and pay some more money.....

Obi_1_Cinobi
Lansweeper Tech Support
Lansweeper Tech Support

Hello there!

Phone support is indeed reserved for Enterprise customers who are facing a severity one issue and who are paying extra for this service. However, email support is included for free in each license, so if you provide all requested information, support should have you back up and running in no time.

The lansweeper support ticketing doesn't give an easy number to reference on a ticket but feel free to take a look at our already open ticket RE: Lansweeper Lagging [ ref:_00D1tqhAh._5006Nca2lY:ref ]

If you've got some insight into the right support we should be receiving and/or solutions to this issue we are all in to take the necessary steps

Obi_1_Cinobi
Lansweeper Tech Support
Lansweeper Tech Support

Hello there!

The latest suggestion was to try disabling driver scanning in the scanned item interval section of the web console under the scanning tab.

If the issue persists after disabling the driver scanning and restarting the Lansweeper service, please send us a new log file:

Obi_1_Cinobi
Lansweeper Tech Support
Lansweeper Tech Support

Hello there!

We would recommend getting in touch with our technical support team so they can look into this: https://www.lansweeper.com/contact-support/

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