Network Connection Faults

Symptom

When the network connection between the engine server and client is unstable or interrupted, the engine reports a network connection exception event (VMI_ENGINE_EVENT_SOCK_DISCONN). A related message (the content depends on the ISV's implementation) is displayed on the GUI.

Impact on the System

When this fault occurs:

• The engine client cannot work. After reporting a VMI_ENGINE_EVENT_SOCK_DISCONN event, the engine client exits.
• The engine server disconnects from the engine client and switches from the online state to the offline state. In the offline state, apps in the cloud phone still run. However, in this case, touch input of the engine client cannot be received, and audio/drawing instructions of apps cannot be transmitted to the engine client.

Possible Cause

The communication connection between the engine server and client depends on the ISV's implementation. The cause of the network connection exception is related to the specific network connection mechanism.

For example, the causes of TCP network connection exceptions include but are not limited to the following:

• The mobile phone (engine client) is located in an area without signals, such as an elevator, a subway, or a garage.
• The mobile phone (engine client) switches from 4G/5G signals to Wi-Fi signals or the other way around. During the switchover, the TCP connection is interrupted.
• The Internet access of the mobile phone (engine client) is restricted by the carrier due to traffic exhaustion.
• The firewall policy of the data center where the cloud phone (engine server) is located is changed. As a result, traffic is discarded.
• The cloud phone (engine server) is restarted due to software upgrade or service update.

Fault Locating

• Check the network connection of the mobile phone.
• Check whether the cloud phone is running properly.
• Check the network connection between the mobile phone and cloud phone.

Procedure

1. Check the network connection of the mobile phone and ensure that the Wi-Fi access or 4G/5G access of the mobile phone is normal.
2. Enter www.huawei.com in the address box of the browser on the mobile phone and check whether the web page can be opened properly.
3. Check the network signal strength of the mobile phone by viewing the network signal icon on the mobile phone.
4. Check whether the cloud phone is running properly. This process depends on the ISV's user management system. For details, contact the ISV.
5. Check the network connection between the mobile phone and cloud phone. This process depends on the ISV's network design. For details, contact the ISV.
6. Reconnect the mobile phone to the cloud phone. The service recovers.