Disable Sleep Settings
If you see error messages that state ...
- "connection error with the server"
- "connection to the database has been disrupted"
- "a serious error occurred"
- "null end-point"
... or other any other messages that indicate the connection between the AV Client and Server has been disrupted -- There is a good chance that a piece of hardware has gone to sleep. At the OS level, you will need to disable any settings that cause the computer or hard drive to sleep, hibernate, nap, etc.
This article applies to client and server-side hardware!
Click the link below for some examples of error messages you may see.
macOS settings
In macOS, click on the Apple icon in the upper-left corner of your display. Then choose System Settings (i.e. System Preferences in OS 13 and prior).
The location of the settings below may vary depending on the specific OS.
The availability of these settings may depend on the type of hardware you're using (e.g. laptop vs. desktop). For example, if you see "Battery" instead of "Energy" then you're using a laptop and the settings may look slightly different.
The same principles apply regardless of the hardware or OS:
✅ It's OK to:
- Turn the display off or let the display sleep
- Prevent the computer from sleeping automatically when the display is off
- Wake for network or WiFi access
- Start up automatically after a power failure
❌ It's NOT OK to:
- Let the computer sleep
- Put the hard disks to sleep
- Enable Power Nap
- Go to the Apple menu and click System Settings.
- Select Battery from the left side-bar.
- Click Options.
- Change these settings:
- Prevent automatic sleeping on power adapter when the display is off should be ON.
- Put hard disks to sleep when possible should be set to Never.
- Click Done to save.
Display settings
- Go to the Apple menu and click System Settings.
- Select Displays from the left side-bar.
- Click Advanced.
- Turn ON the setting Prevent automatic sleeping on power adapter when the display is off.
- Click Done to save.
Battery settings
- Go to the Apple menu and click System Settings.
- Select Battery from the left side-bar.
- Click Options.
- Change the setting Put hard disks to sleep when possible to Never.
- Click Done to save.
Windows OS settings
In Windows OS, open the Control Panel and select the Power Options settings (find the icon that looks like a power cord and battery!)
These screenshots were taken with Windows 10 Pro. Different versions of Windows OS may look slightly different.
Power Options
Select Change when the computer sleeps from the left side-bar.
Edit Plan Settings
Change the setting Put the computer to sleep to Never. Next, select Change advanced power settings
Once you're in the Advanced settings, there are two categories to look for:
- Hard disk
- Sleep
Hard disk
Select Hard disk, then set Turn off hard disk after to 0 minutes.
Click Apply in order for the settings to take effect.
Sleep
Select Sleep, then change the following settings:
- Set Sleep after to Never.
- Set Allow hybrid sleep to Off.
- Set Hibernate after to Never.
Click Apply in order for the settings to take effect.
Save your changes
When you're finished click OK on the Advanced Settings and then click Save Changes in the Edit Plan Settings screen.