Please check Stage on priority

Debbie Kulling
Production: Idle timeout is 15 minutes as per Hitrust requirement JIRA ID WT-10727

Nandkumar Prabhakar KarlekarIndraprakash Tiwari

Hi Debbie Kulling

We are accessing stage site and its working fine at our end. Please let us know if there is any specific page/area getting more time to respond. Thanks.

Hi,

Below are steps by which we could able to repro log-out issue, However the behavior is not same every time.

1] Log in into system ( we used Edge browser and partner login)
2] select company and stay idle for 5 minutes
3] click on BenAdmin tile, this is when system threw me out couple of times.

Hi Rakesh,

As discussed, can you please get this verified on multiple browsers & login. Please share your findings.

Regards,
Satya Prakash

Cc: Samir Jaideep Vinchurkar Bharti Satpute

Sanjana Jadhav Could you please check log out behaviour of system on production which is changed after Hi trust recommendation?

Mainy target Edge , IE and Chrome browser.

Prasad PiseHrishikesh Deshpande

Hi Satya

Verified on Chrome, IE 10 and Edge.
Verified for following login:partner, Broker, admin and employee
Verified stage and production behaviour.
1.stage response time is more than production but it does not take too much time to respond
2.Not able to repro logout issue-follow same step mentioned in above comment .(Verified same for partner, Broker, admin and employee login)
3.Verified session timeout - session expired after 15 minute - need to login again after session timeout -> Pass

CC: Rakesh Roy Prasad Pise Hrishikesh Deshpande Sachin Hingole Samir Vinayak Kulkarni Jaideep Vinchurkar Bharti Satpute Saurabh Sablaka

Thanks,
Sanjana Jadhav

In Addition to above points, development team also verified below points on production today, however did not find any logout issue for the same:

1. Verified patch points related to session on all web servers
2. Access system from multiple login roles
3. Keep system in idle state for 5/10/15 mins on Chrome, Edge & IE
4. Access site with individual IP address and keep in idle state
5. Verified session generation and user flag reset from backend
6. Checked that requests are distributed across all servers in load test of 200 users

After this we tried logging in with 10-11 partner users by putting load of 500 users on Production. In this scenario also, couldn’t reproduce this. We are checking for more feasibility for this logout issue to occur- however in case any additional details or steps, please share with us. It will help fix this issue on priority.

Rakesh Roy - Please schedule call with Samir to get repro steps.

Regards,
Satya Prakash

Cc: Swapnil Pandhare Saurabh Sablaka Ashwin Wankhede Bharti Satpute Samir

Below are some more information on Root cause:

Root Cause:

User’s last session data/details could not be fetched from System utilization table and which forced the user to be logged out of the system

Reason 1:
In User’s table “Isactive” flag was set to 1, however, user was not logged into the system, this entry could have occurred due to an unexpected event of cluster failure or “system recycle” (workaround to reduce the system overload/utilization) resulting in “Isactive” flag was not being reset to 0

Reason 2:

2016 system utilization table data were deleted from main table (routine performed for monitoring 2017 system utilization), due to which last session ID of the active users could not be fetched and resulted in killing of all present user session

Cc: Gaurav Sodani Jennifer Reed

Satya Thanks for this update - are we saying that the root cause was both of these? Or are we trying to determine which one, and these are theories as to what may have happened?

Hi Nandu,

Can you please share your views on Jenn's query?

Regards,
Satya Prakash

Cc: Samir Bharti Satpute Gaurav Sodani Rakesh Roy

Samir Satya Have we made any progress on the root causes?

Hi Jennifer Reed,

We have completely fixed this issue and deployed at all environment . This is very specific problem hidden in user login related data.

Please find the attached analysis document for detail.

User Kick out Issue Analysis.docx

Please let me know if you need more information for the same.

Satya,Samir

Thanks
Nandkumar