Live_Mobile Unable To Connect To Live (http) [fixed]

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Live_Mobile Unable To Connect To Live (http) [fixed]

Postby timothy » 13 December 2020, 01:09

Hello,

We have been using the Live Mobile application with ShowXpress for years.

Today I did windows updates, and updated ShowExpress to 9.2.23 - 201127 64 Bits. I believe we upgraded from 9.2.10. I also upgrade the Live_Mobile application on the iPad. It was 2.4.1 I believe, and now it's 3.0.4 - 191123 and I am now having trouble getting Live Mobile in the app to connect. We even bought a newer iPad a year or two ago just for this application thinking a newer one would be reliable.

I was able to get it momentarily working by rebooting both the PC and iPad and it worked while I clicked a few buttons in one page on the iPad. When I switched to another page, it locked up and wouldn't reconnect.

Since I did a few changes I don't know which step broke it, but it seems like 2 other people are having this trouble from the post from the end of November 2020 there is also a reply in that thread that someone else is experiencing this issue. It's my understanding that you are waiting for more people to report this as you are unable to reproduce it. I can tell you our wifi network did not change, the only things that changed between working and not was the ShowExpress update, the App update and the windows update. I spent 2 hours trying to troubleshoot. Changing the IP address settings for the iPad from DHCP to a static IP address. I tried disabling Norton Internet Security which worked for a moment, but again it stopped working after about 30-60 seconds. It's not consistent. I rebooted both the PC and iPad. I uninstalled the app on the iPad and reinstalled it.

I also made sure I had a port rule to allow TCP traffic on port 7348.

There doesn't seem to be a consistent reason for the disconnect. Please help, we have a party for Christmas Eve and we rely on this to be working to control our lights. Below are some screenshots with the error message and the versions, etc.

https://www.dropbox.com/s/8947q0hji570fno/1.JPG?dl=0

https://www.dropbox.com/s/trq2x1z7j6fw3wi/2.JPG?dl=0

https://www.dropbox.com/s/so2u8261gw1txu3/3.JPG?dl=0

https://www.dropbox.com/s/rykpxzsh8zrc9x9/4.JPG?dl=0

https://www.dropbox.com/s/rv49zy3v40lf6hl/5.JPG?dl=0

Thanks!

Tim
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Re: Live_Mobile Unable To Connect To Live (HTTP)

Postby support » 13 December 2020, 18:29

Would it be possible for you try with Live Mobile V3 on an Android device and tell us the result ?
(with same Windows computer, same lightshow and same wifi network)
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Re: Live_Mobile Unable To Connect To Live (HTTP)

Postby timothy » 13 December 2020, 19:22

Hello, Unfortunately I don't have easy access to an Android device, however I did try the web link https://live-mobile.thelightingcontroller.com/ from the PC in which ShowXpress is installed and could not get it to connect even once. I am not sure if this information helps or not. The strange part is I was able to connect from the iPad maybe 2 or 3 times in the 2 hours I was troubleshooting, but it would lock up shortly after I connected. Sadly I was unable to connect a majority of the time.
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Re: Live_Mobile Unable To Connect To Live (HTTP)

Postby support » 13 December 2020, 19:30

The test via our web app (https://live-mobile.thelightingcontroller.com) is also a good test.
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Re: Live_Mobile Unable To Connect To Live (HTTP)

Postby timothy » 13 December 2020, 20:14

This is for my parents computer, I help with their network stuff. We have the same type of router. (Make/Model) As a test I just installed ShowXpress on my laptop at my house and installed the Live Mobile app v3 on my iPhone running 14.2 iOS. I also have Norton Internet Security. Funny enough I don't have traffic rules for port 7348 and it's working on my laptop in my home environment. So the app is the same version along with ShowXpress. I don't have DMX hardware here. But it seems to stay connected. I just created a few pages and added a fixture and a new steps scene here, so that is also a difference. I wonder if there is something in the Live Pages/Buttons/Fixtures that is causing an issue, probably not likely but who knows. Also we are on the same exact version of Windows. Version 20H2. OX Build 19042.685. Windows Feature Experience Pack 120.2212.5510.

I remembered that they have their Live Mobile and PC with ShowXpress connected to their guest network. So as a test I enabled my guest network and connected my PC and iPhone to my guest network. I am now no longer able to connect Live_Mobile to my PC. I even updated the IP address in the connection properties in the Live Mobile app to point to my pc's new IP address. And still no luck. Meaning I tried editing the existing connection profile as well as creating a new profile with the new IP address of the PC with ShowXpress on the guest network.

I do remember initially changing from my parent's main network to their guest network as it initially connected to the main network. So when changing networks is there anything else that needs to be done besides changing the Live Mobile IP address? I noticed the IP address of ShowXpress is 127.0.0.1 I believe which I think is the computers local address or loopback address if I remember correctly.

Have you tested in your environment what happens when you initially have Live Mobile setup on one network, then try and point to another network such as a guest network? Could that be the issue, something isn't clearing out or updating?

Also is it possible that the issue is within ShowXpress in the Network Tab of Live? I don't see the new IP address listed there of my guest network, only the original IP address of my main network.

https://www.dropbox.com/s/g0c5owze3eqjkro/10.png?dl=0

Nevermind about the Network Tab, I see that it does update to my guest network IP address. Just pointing out things as I see them occur.

Thanks!
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Re: Live_Mobile Unable To Connect To Live (HTTP)

Postby support » 14 December 2020, 08:24

You can post a link of your lightshow (https://thelightingcontroller.com/viewt ... ?f=3&t=168).
We will check Live Mobile with it here.
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Re: Live_Mobile Unable To Connect To Live (HTTP)

Postby timothy » 14 December 2020, 23:36

I thought "maybe" it was the light show or something possibly, just trying to think of options. But I essentially ruled that out as I could duplicate the issue at my home using the same make/model router with a brand new setup of ShowXpress. It seems to work fine on the main network. But I am unable to connect on my guest network. Can you confirm you are able to switch networks in the app by both changing the profile IP address and adding a new profile with the new IP address?
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Re: Live_Mobile Unable To Connect To Live (HTTP)

Postby support » 15 December 2020, 09:03

Yes, Live Mobile is supposed to be able to do that.
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Re: Live_Mobile Unable To Connect To Live (HTTP)

Postby timothy » 17 December 2020, 17:35

Ok I will do some more testing. I confirmed with the router manufacturer that the guest network is isolated by design and does not allow communication between devices on the guest network, but just access from the devices on the guest network to the internet, that may explain why I am getting the results I am.
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Re: Live_Mobile Unable To Connect To Live (HTTP)

Postby timothy » 19 December 2020, 15:53

I did more testing and indeed it does seem to be our network. Once I switched things to the main network for the iPad and ShowXpress computer it worked! Sorry for thinking it was a software bug! Thank you!

Tim
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