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PICS, or the entire hosted session
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, may become unresponsive for a number of reasons
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, including a temporary drop in network connectivity. This page explains how to reset your hosting session in the event of a lost connection.
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When the connection is lost, our hosting server should close the session, allowing you to do the same your end. This should start a fresh session when you re-launch PICS. This doesn't always happen
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, however, meaning that you may end up with a seemingly perpetually frozen session. To resolve this, you can
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select the
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Reset Session
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option located on the Hosting portal
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site under your username
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at the top of the page.
Selecting this will show a warning message to ensure that you
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are not closing the session by mistake
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. As the session has become unresponsive, often this is the only option available. Select Reset Session to confirm.
Once you have confirmed, the system should
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either download a new .RDP file for you to run, or
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automatically launch a new .RDP session called
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logoff.
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rdp, depending on your internet browser and settings. Please allow this to run, as it will instruct the server to sever any active connections associated with your username.
Once
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the .RDP file has run,
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log out of the hosting portal via the
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Sign Out
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option located just below the
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Reset Session
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option. You can then sign back in and launch PICS as normal
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, where you
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will be taken to the login screen
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.
If you
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are not taken back
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to the login screen, this would suggest that the
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logoff.exe
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did not successfully sever the connections.
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In that case, try the above process once more and allow more time for it to run
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. A couple of minutes should be long enough
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.
If this still does not resolve the issue, please get in contact with the support team on either 01603 492620 or support@pellcomp.co.uk, so that we can look into this for you.