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POTENTIAL SOLUTION
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Hello Don,
Thank you for contacting MadCap Technical Support.
Unfortunately Feedback Server has not been tested in a load-balanced server environment, but given how Feedback Server works it may still be possible to do this. You would need to install Feedback Server on one of the servers, then copy the Feedback website and all of its related settings to each other computer that will be part of the load balancing. This should allow for both Feedback Servers to talk to the same SQL database.
Please let me know if you have any other questions regarding this topic.
Sincerely,
MadCap Technical Support
ORIGINAL ISSUE
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This is an issue that is preventing us from deploying the Feedback Server in Production for our Help systems. We do not have a support plan and are not currently authorized to obtain one. If someone has an answer to this that I can forward for review by our IS staff, that would be very Helpful.
Our IS installation team members have made the following request.
=============[Please] touch-base with ...MadCap ...to see if we can tweak what database it uses?
This may enable us to use the [load-balanced] ...servers [available to us].
The current situation is that we have MadCap installed on two servers, and each MadCap [Feedback Server] install created [its] own database. If we can point one MadCap installation to the other database, we should be good.
BACKGROUND
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We have two servers on which we can install the MadCap Feedback Server. These servers are in a load-balanced configuration. These servers support the same URL to provide our training servers with failover protection.
The only ways we have at present to make the Feedback Server URL work on either of these servers is to take one of the two servers offline or if for internal purposes we use a URL that points directly to the server box (including the actual machine name from the network).
With both "legs" or servers that support our training URL active, we cannot get the Feedback Server to respond or the URL to work even if it is installed on both Servers for failover protection. I am told that this is because in this load balanced environment the Help user only has a 50/50 chance of getting Help data to the server with Feedback installed if we install it on just one of the servers. I'm told that our IS folks believe that if we install on both servers and if we could get both installations to target a common database that Feedback should function correctly in the load-balanced server environment available to us.
Is there a way to install or configure the Feedback Server in load-balanced server environment?
Our IS installation team tell us that they do not want to create a server just for the Feedback Server as that will create a single point of failure risking potential issues, errors, etc. in our products, server/web environments for our users and our Customer Care staff.
Thank you in advance for any assistance you can offer.
dRASKY