Session Stuck — How to End It

Session Stuck — How to End It

A stuck session is when the time counter keeps running or the session status doesn’t change even though the client has stopped playing.

Step 1 — Force End from CRM

1. Open the Hall section
2. Find the PC with the stuck session — it will be highlighted as active
3. Click the PC → card opens
4. Click End Session
5. Confirm — the system will lock the time and process the charge

If the button doesn’t respond — move to step 2.

Step 2 — Restart the Agent on the PC

Session freezing is often caused by agent desync:

1. Go to the affected PC
2. Find the IZI Agent icon in the system tray
3. Right-click → Restart
4. Wait 15 seconds
5. Go back to CRM — try ending the session again

Step 3 — End via Sessions Section

If the PC card doesn’t work:

1. Open Transactions → Sessions (or Clients → client card → Sessions tab)
2. Find the active session with abnormal time
3. Click the session → Force End
4. Enter a reason for ending (for the journal)

Step 4 — Reboot the PC

If the session still won’t close:

1. Close all processes on the affected PC via Task Manager
2. Restart the PC
3. After reboot, the agent will re-establish connection with the server
4. In CRM the session should receive a “completed” status

If Extra Time Was Charged

After force-ending, check the total time. If the freeze accumulated extra time — manually correct the client’s balance:

1. Open the client card
2. Balance Correction → enter the compensation amount
3. Enter reason: “session froze, recalculation”

More details: Managing Client Balance.