Troubleshooting Webview

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Port Connection Troubleshooting

The number one issue that causes problems with Webview is blocked ports. This should be the first thing that is checked when trouble shooting Webview connection issues.

In order to check the ports, you will need to telnet to webview.active911.com using each port. A blank telnet window indicates a successful connection. If that port is not open, you will typically receive an error message that the connection was refused, depending on your telnet client.

For those unfamiliar with this process, here are directions to test with a telnet connection.

Windows command prompt- This may not be possible if your local IT has Windows options locked for your user account.

  1. Click on the Start menu and open the Control Panel.
  2. Select Programs from the options.
  3. Under Programs and Features, click on the link that says 'Turn Windows Features on or off'.
  4. In this box, scroll down and check the box for Telnet Client.
  5. Click OK and your computer should install the telnet client files.
  6. After the telnet client is installed, click the Start menu, type 'cmd' and hit enter. This will start the command prompt.
  7. In the cmd prompt, type telnet webview.active911.com 80 and hit enter. This should open up a blank telnet screen. This means this port has connected successfully.
  8. Repeat steps 6 & 7 for port 443 and 5280. They should also open up the same blank screens.

An alternate method to this is using a telnet client like PuTTY.

Console Logging

You can also view and record the console log for your browser window. That can often provide useful information for your IT department.

  • Clear the cache on your browser and restart it.
  • Before going to Active911, press F12 and open the console tab.
  • At this point, go ahead to webview.active911.com and put in your device code.
  • After 50-60 seconds, highlight all the information in the console tab and paste it in a return email. It should look similar to this:
Consider using 'dppx' units, as in CSS 'dpi' means dots-per-CSS-inch, not dots-per-physical-inch, so does not correspond to the actual 'dpi' of a screen. In media query expression: only screen and (-webkit-min-device-pixel-ratio: 1.5), only screen and (min-resolution: 144dpi)
webclient.js:366 Registration successful
webclient.js:485 Starting webclient
2Active911.js:163 Adding alarm: RUN REPORT
Active911.js:163 Adding alarm: Fire
Active911.js:131 Removing alarm: undefined
Active911.js:163 Adding alarm: Fire
Active911.js:163 Adding alarm: RUN REPORT
Active911.js:163 Adding alarm: Assist Ambulance
Active911.js:163 Adding alarm: Ambulance Run
Active911.js:163 Adding alarm: RUN REPORT
webclient.js:667 Loading map
Active911GoogleMap.js:43 Zooming to 14
7Active911GoogleMap.js:371 Active911GoogleMap.device() called with existing device
webclient.js:687 Connecting XMPP
Active911Map.js:131 Zoom can now show location icons. Loading from server
Active911Map.js:194 SERVER FETCH
webclient.js:536 Command: response
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 1234567
webclient.js:779 Status change: XMPP connected
Active911Xmpp.js:273 Rejecting position with error of 883 meters
webclient.js:536 Command: position
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 67891011
webclient.js:536 Command: unknown
webclient.js:634 Unhandled command: unknown with message: 
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 1234567
webclient.js:536 Command: position
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 67891011
webclient.js:536 Command: unknown
webclient.js:634 Unhandled command: unknown with message: 
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 1234567
webclient.js:536 Command: position
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 67891011
webclient.js:536 Command: position
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 67891011
Active911XmppPing.js:14 Ping id=1419437475573 OK (326ms)
webclient.js:536 Command: position
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 67891011
Active911Map.js:120 Zoom too far out: hiding location icons
  • At this point, the icon in Webview should say 'Connected to server'.
  • Leave this all open; the next time this disconnect happens, you have a log of what is going on. Just copy and paste it into a text file. This is useful for your local IT so they can troubleshoot, and Active911 can look at the logs as well and see if any other issues jump out.

This is what a normal, complete disconnect and subsequent reconnect looks like:

Command: position
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 67891011
strophe.js:2554 POST https://webview.active911.com:5280/http-bind/ net::ERR_NAME_NOT_RESOLVED
strophe.js:2554 POST https://webview.active911.com:5280/http-bind/ net::ERR_NAME_NOT_RESOLVED
webclient.js:713 Ping Timeout
webclient.js:805 Reconnect called
webclient.js:784 Status change: XMPP DISCONNECTED
strophe.js:2554 POST https://webview.active911.com:5280/http-bind/ net::ERR_NAME_NOT_RESOLVED
strophe.js:2554 POST https://webview.active911.com:5280/http-bind/ net::ERR_NAME_NOT_RESOLVED
strophe.js:2554 Uncaught InvalidStateError: Failed to execute 'send' on 'XMLHttpRequest': The object's state must be OPENED.
webclient.js:818 Reconnect attempt
webclient.js:779 Status change: XMPP connected
strophe.js:2554 POST https://webview.active911.com:5280/http-bind/ net::ERR_NETWORK_CHANGED
webclient.js:536 Command: position
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 67891011
webclient.js:536 Command: position
Active911Xmpp.js:87 MESSAGE-GROUPCHAT from agency 67891011

This error was caused by unplugging the network cable for 10 seconds and plugging it back in. This is a complete disconnect. If your system is disconnecting it should show something similar and then reconnect once the network allows it to. If it perpetually hangs there, it probably means there is a hardware or network issue that is causing this.