Fatal Error: Communication with the Server has been lost

Applies To

• UniversitySite Cloud (vs Behind the firewall installations)

Intended Audience

• Instructors
• System Administrators

Background

While viewing eLearning a 'Fatal Error' message may appear if the user is accessing the site using a URL that the server itself cannot resolve.  

For example, a cloud customer wanted to to access the app using a shortcut such as http://ulearn instead of http://firm.universitysite.com.  So they created an internal DNS entry for use within their network.  This shortened URL will appear to work just fine at first, but it will cause 'Fatal Errors' while eLearning.  Users will then not be able to complete their eLearning.

Symptoms

• Users get "Fatal error: communication with the server has been lost" when working with eLearning
• Users are then unable to complete their eLearning because of this error
• Errors may be viewed at https://firm.UniversitySite.com/UniversitySiteFirm/data/ScormErrors.txt

Resolution

Make sure that users are using fully qualified URLs, e.g. firm.universitysite.com rather than the friendly URL e.g. ulearn. 

Make sure all all URLs being shared with users are fully qualified.

Make sure any links to UniversitySite on your intranet are fully qualified.

If this problem occurs for a particular person AND the firm has cleared up all the old URLs, make sure the user is not using a saved bookmark or favorite that uses the old friendly URL.