Some of my remote users are having problem with their console. Apparently, they encountered a “Database Error : Communication Link Failure” message when they try to take actions. They are running version 5.1.9 of the console. I’m sure there isn’t any firewall between the console and the BES server.
Remote console operators can be a challenge. The console is a heavyweight when it comes to network, memory and processor resources. I would hazard a guess that the remote network connection back to the BES server or SQL DB is flaking out.
You might check the requirements for console machines here
to make sure your console operator machines meet the minimums.
One way to approach this issue is to set up the console on a terminal server on the same LAN as the main BES server and SQL database, gigabit connection is a good thing here. This terminal server should be pretty robust with lots of memory. Do not give in to the temptation to using the BES server box to double as your terminal server for consoles as this impacts overall BES system responsiveness.
Your console operators can then start a terminal services or remote desktop session and launch the console there. That way you only have normal terminal server traffic going across the remote links and of all that heavy-duty console traffic goes across a nice strong gigabit LAN backbone. One nice side effect of this sort of approach is that you can limit the total number of terminal sessions open and thus limit the number of consoles open at a time. you can also set the terminal server to automatically kick idle sessions after 15 minutes or so. Every open console puts load on the main BES server as they perform their periodic refreshes.
You should contact your BigFix support personnel if you are interested in ideas for setting up that sort of configuration. Or there may be other approaches to this that the BES Experts can provide.