Error: Close window - can't end case

[Kostas Papagiannopoulos]

A case that failed to end started dragging along more cases that also fail to end, thus rendering our operator - users incapable of making more calls (getting new cases) as the system still keeps the previous case in active state.

Things we have already tried

    Restarting and cache clearing of the affected operator machines
    Disabling the questionnaire
    Disabling the sample
    Unassigning the sample from the questionnaire
    Disabling the operator
    tried as a supervisor / admin to give final outcome to the case ID screen
    Assign this case to another operator
    Deidentify (doesnt work)
    scheduling appointment for the case
    kill the running process of System wide case sorting
    kill the running VoIP process
    hard rebooting the host server

It seems that no matter what we try, quexs keeps these cases active and we cant get past these screens in order to continue the survey conduction.

Is there any way to resolve this? Can the quexs admin or the root of the server do a hard reset of these cases? Something that is worth mentioning, is that after the server reboot, and while using a no cache browser, operators and admin were never asked to re-input their credentials, so there may be a caching issue somewhere in the software?

[Adam Zammit (adamzammit)]

Thanks for reporting this.

It should be resolved by this commit: https://bazaar.launchpad.net/~adamzammit/quexs/quexs-remotelime/revision/679

Please let me know if it doesn't work for you

[Kostas Papagiannopoulos (kpapag)]

Hello, thank you for your fast response.

We have applied the patch and so far, it seems stable, thanks!

Note: in order to get past the always-active cases, some records were needed to be modified in MySQL tables: case, call, call_attempt, which included the case_id's that were failing.

Will report back if the problem re-appears