hi human interface®
hi human interface®
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hi Reports That the Browser Is Offline

hi Reports That the Browser Is Offline

Diagnosis

Scenario

A signed-in browser loses its live connection to the hi server.

Observed Behavior

hi displays the full-screen message "It seems you're offline..." with "Trying to reconnect to the server. Please make sure you have a valid network connection!" Alternatively, the application bar shows No connection to server.

Possible Causes

The browser cannot keep its connection to the hi server. Possible causes are a client-side network problem, a server or service fault, or an HTTPS certificate that the browser does not trust. When certificate approval needs manual interaction, automatic reconnection cannot complete. The message alone does not tell you which of these applies.

Prerequisites

  • Operator checks need only the affected workstation.

  • Network checks require the network administrator responsible for the client-to-server path.

  • Certificate checks require the administrator responsible for the installation's certificate.

  • Do not restart servers or services to diagnose this symptom.

Resolution

  1. Operator: Record the time, the affected workstation, and whether other workstations show the same message.

  2. Leave the page open. hi tries to reconnect automatically.

  3. If only one workstation is affected, check its network connection and ask the network administrator to check the path from that workstation to the hi server.

  4. If the browser displays a certificate warning, do not accept an untrusted certificate. Ask the responsible administrator to compare the certificate with HTTPS and Certificate Requirements.

  5. If several workstations are affected at the same time, follow A Multi-Server Installation Reports a Server or Service Fault and contact Riedel Customer Success before any infrastructure intervention.

  6. If the sign-in screen appears after the connection returns, follow You Are Signed Out During a Session.

Verify the Result

Confirm that the full-screen message closes, that No connection to server no longer appears in the application bar, and that Node and routing states update again. If connection loss recurs on several workstations, Riedel Customer Success must confirm infrastructure recovery.

See No Connection Page.

If the issue persists after these checks, contact Riedel Customer Success. Include the observations from this page, the Serial Number or Installation ID, the hi version, and a Backup and log export. See Customer Support.