Session Troubleshooting

My session window doesn't scale properly

If you use a direct session connection via Guacamole, the window doesn't scale automatically after browser resizing. You can manually trigger a resize by pressing the "Refresh" button in your browser.

Alternatively, you can use our internal session viewer, which comes with automatic scaling out of the box.

The session requests takes a long time

If a session takes a few minutes to start, it means that you've reached a new node that doesn't have the requested tool installed (for load balancing reasons, we distribute the sessions across different servers). This can happen after updates on our end (e.g. when the tool configuration or dependencies are updated) or updates from the cluster operator. In both cases, we pull a new Docker image (which can be understood as a reinstallation of the tool) on demand.

I've minimized my window in Xpra and can't get it back

Just refresh the page in the browser. The window should appear again.

My read-only sessions shows 'Modelloading failed'

This happens if the loading of one of the models fails. Please reach out your project administrator. If you are project administrator, please check the primary Git models with a matching tool version of your project. These are used for the read-only session. Common mistakes are wrong credentials, wrong entrypoints (e.g. with typos) and missing aird-files.

If you have no success, please reach out your global administrator. They can see the logs of read-only sessions.

The TeamForCapella password doesn't work

Since we have released version 2, users have to use sessions passwords. More information can be found here. If you have been added to a project recently while having a running session, please recreate your session to get a valid session password for the models of the required project.

I can't use the Control key for the secondary/right-click on macOS

Please use an external mouse or use the trackpad gesture (click with two fingers on the trackpad).

The sessions run on Linux and the Control key can't be mapped properly via the remote desktop protocol.

Alternatively, you can use the Xpra connection method instead of Guacamole.

My Xpra window doesn't react anymore

If the Xpra window doesn't react anymore, a modal dialog in the background might block the main window.

To identify a potential hidden dialog, double-click on the title-bar of the application in Xpra. Alternatively, you can minimize it:

Then, drag the window around to see if there is any other modal dialog window. If you find one, close it.

Another option is to refresh the browser tab. It will bring the hidden modal dialog into the foreground. This step might take a bit longer.