Comsense Online is the name of our hosted solution, where Comsense hosts all of the infrastructure needed to use our Comsense Opening Suite application, and users remotely log in from their office, home, or coffee shop.
As a part of this hosted service, Comsense also handles all program and catalog updates, so the customer doesn't have to worry about handling these tasks regularly.
Program and catalog updates are applied during our weekly maintenance window on Fridays from 9:00 pm to 11:00 am Eastern. The duration of the downtime will vary from week to week and from customer to customer, depending on the price book updates released that week, the subscriptions each customer has in place, and the data in each system. If you or your colleagues attempt to log into the system during this window or afterward, you may receive a message indicating an update is in progress. In this case, please log out of the Comsense software and wait 30 minutes before trying again.
Maintenance of this infrastructure sometimes requires us to restart services, particularly if there are significant Windows updates to apply that need a restart to complete. We have established a platform maintenance window where we will perform these update and restart operations if needed on Wednesday from 11:45 pm to 1:45 am Eastern following the second Tuesday of the month.
We understand that it is important to have the application available at all times, so we thank you for understanding that this planned regular maintenance helps ensure the infrastructure is running optimally.
Message During Maintenance
While maintenance occurs, the servers are taken offline. During this time, users may see the following message when attempting to log in using the Comsense Cloud shortcut in their Remote Desktop application:
We couldn't connect because there are currently no available resources. Try again later or contact your tech support for help if this keeps happening.
If you encounter this message, maintenance is still in progress. Please wait for 30 minutes and try again.