Overview
If screen synchronisation is failing and the 'syncing screens' message is not presented on screen, it is important to diagnose potential network or configuration issues.
Screen synchronisation relies on WebSocket communication to function correctly.
Understanding Screen Synchronisation
- The application communicates with `wss://hzu0g87zc0.execute-api.eu-west-1.amazonaws.com/production` upon startup.
- This WebSocket connection is crucial for sending sync commands.
- If the connection fails, the application retries 3 times at 10-minute intervals.
Firewall Installation Requirements - Guide
Troubleshooting Steps
Step 1: Confirm URL Resolution & Network Access- Ensure the device can resolve and access `wss://hzu0g87zc0.execute-api.eu-west-1.amazonaws.com/production`.
- Verify that this WebSocket URL is not blocked by internal firewall policies or network restrictions.
Step 2: Monitor Network Traffic
- Request the network team to monitor outbound traffic from the device immediately after a screen reboot.
- Check for connection attempts to `wss://hzu0g87zc0.execute-api.eu-west-1.amazonaws.com/production`.
- Look for any network errors, dropped packets, or blocked connections.
Step 3: Check WebSocket Handshake and Retry Attempts
- If WebSocket communication fails:
- Confirm that the failure persists across multiple retries (every 10 minutes, up to 3 times).
- Capture logs to determine whether the WebSocket handshake is failing or being rejected.
- Investigate server-side logs for potential rate limiting, authentication failures, or unexpected connection terminations.
Step 4: Validate Device and Application Configuration
- Ensure that the application version is up-to-date and supports the expected WebSocket behaviour.
- Check the device’s network settings for potential restrictions on WebSocket traffic.
- Restart the application and verify if it initiates WebSocket communication upon launch.
By following these steps, you can determine whether the issue stems from network policies, device misconfiguration, or application behaviour on your device.