Reverse proxy errors? Getting a 'Error response code 504'?

The Intella Connect main server users reverse proxy when a case is being shared. This is required in order to be able to access the main Intella Connect server, and all of the shared cases through the same port (it makes it more user friendly). When the end user is accessing a case, they are actually accessing it through the main Intella Connect server's reverse proxy.

In some instances when some case operations take a long time to complete, the main Intella Connect server (which is acting as a reverse proxy) could throw a connection timeout. If you are getting these errors you can try to extend the default timeout of 3 minutes to a larger value. As it can be different for everybody, we don't know how much to extend this timeout period for. But, you could try changing this setting in small amounts (e.g. 4, 5, 6 minutes etc.). 

To change the timeout setting you need to modify the users.prefs file which is located here:
"C:\Users\ACCOUNT_RUNNING_CONNECT\AppData\Roaming\Intella Connect\prefs\user.prefs". You need to edit this file by adding the following line: 

Change XXX to the desired value in milliseconds. E.g. 180000 will equal 3 minutes. This is actually the default timeout period so you want to work your way up from here. Save the file once done. 

In the example below we have set this timeout to 6 minutes.

Note that Intella Connect will need to be restarted for this change to take effect. Generally there are no issues with adding this line to the users.prefs file and setting a time period for the reverse proxy. But, the default 3 minute timeout has been set for a reason and setting this value too high can result in performance degradation, hence why we suggest increasing this value in small amounts.