"The session ends by itself"

What it is for

You are working on a device and suddenly the session is closed — or the program says it is reconnecting. There are only a few reasons: a configured time limit, the person at the device, a restart, the network, a relay update or the licence. The sentence you see almost always tells you which one it was.

What you need

• The sentence the program or the browser shows (write it down or take a screenshot).
• For some remedies: the administrator of your access or the operator of your relay.

How to do it

Work through the steps in order — the common reasons first.

1. Does the session end with the window Verbindung beendet (connection ended)? Then the end was intended, and the program deliberately does not reconnect by itself. Read the sentence in the window:

| You see | Reason | Fix | |---|---|---| | "Die Sitzung wurde nach … Minuten ohne Eingabe beendet (Vorgabe des Geräts). Sie können neu verbinden." (ended after … minutes without input — you can reconnect) | An idle limit is set on the device or in the console. Watching only counts as idle. | Reconnecting works at once. For good: choose a more generous limit or switch it off (E32). | | "Die Sitzung hat die Höchstdauer von … Minuten erreicht und wurde beendet (Vorgabe des Geräts). Sie können neu verbinden." (maximum length reached) | A maximum length per session is set. | Reconnect — the time then starts over (E32). | | "Der Gesteuerte hat die Verbindung beendet." (the controlled side ended the connection) | The person at the device disconnected. | Call the person. Your program deliberately does not reconnect. | | "Der Gesteuerte hat die Verbindung beendet. Neu verbinden geht erst, wenn …" (reconnecting only when …) | You tried again after being disconnected. | Ask the person to let you in again, or wait for the time stated (D9). |

One minute before a time limit a notice appears: "Ohne Eingabe endet diese Sitzung in einer Minute …" (without input this session ends in one minute) or "Diese Sitzung endet in einer Minute — Höchstdauer … min (Vorgabe des Geräts)." (this session ends in one minute — maximum length). Any input (mouse, keyboard, chat) resets the idle clock.

1. Does the picture say "Verbindung unterbrochen – neu verbinden…" (connection interrupted — reconnecting)? The network was gone briefly. The program rebuilds the connection by itself. Wait a few seconds. If it does not work: H10.

1. Does the picture say "Relay wird aktualisiert – Verbindung wird wiederhergestellt …" (relay is being updated — restoring the connection)? The relay is restarting. The program reconnects by itself (H12).

1. Does the picture say "Gerät startet neu – Verbindung wird wiederhergestellt …" (device is restarting) — or "Benutzer wird abgemeldet …" (user is signing out), "BrowserDesk startet am Gerät neu …" (BrowserDesk restarts on the device)? The device restarts or signs out. The program waits and then reconnects by itself (E17).

1. On an iPhone or iPad: if you switch apps, the app disconnects by itself. When you come back it rebuilds the session (D5).

1. Own relay — licence expired or exceeded? The relay checks the licence every minute. If it has expired (after the grace period) or more devices are registered than it allows, the relay disconnects the devices even in the middle of a session. The device then shows: "Der Server nimmt diesen Rechner nicht an: die Lizenz des Relays ist ausgeschöpft oder abgelaufen. …" (the server does not accept this computer: the relay's licence is used up or has expired). Only the relay operator can fix this: renew or extend the licence (A5). Nothing can be done on the device.

1. Cloud — term of the access expired? On browserdesk.de, Free applies once the term has ended. A running session does not drop. If the access then has more devices than Free allows, the relay disconnects those devices after their running session ends. New sessions must then be confirmed at the device every time. No data is lost. What happens on expiry: A9; renewing: A7.

1. None of this fits? Then collect the logs and send them to info@browserdesk.de — with the time of the drop, the device ID and the sentence you saw.

How you know it worked

You reconnect and the session stays up. If the end came from a time limit, it only comes back after the configured time.

What the other side sees

• With a time limit, the session ends on the device as after a disconnect. If Gerät nach der Sitzung sperren (lock the device after the session) is switched on there, the device is locked afterwards (E31).
• When the licence of an own relay ends, the person at the device sees the licence sentence.

Good to know

• Final or not: after Verbindung beendet the program never reconnects by itself. After an interruption (network, relay update, restart) it keeps trying by itself.
• Time limits apply per connection. Reconnecting starts them over. They are meant to close forgotten sessions, not to lock technicians out.
• There is no waiting period after a time limit. Unlike after the person at the device disconnected you, you may reconnect at once.
• A session via quick code cannot be resumed with the same code after a drop. The code is valid only once — the person has to read out a new one (D1).

If it does not work