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Users are unexpectedly logged out of SquaredUp DS

Documentation Team
  • Updated

Users are unexpectedly logged out of SquaredUp DS

Symptoms

  • Users are logged off before the session time-out is reached (see How to configure the session time-out).

  • Users are redirected to the SquaredUp DS log on page unexpectedly.

  • Users may see the following message in SquaredUp DS:

    Your session has expired.

  • You may see the following in the SquaredUp DS log files (see Where to find log files):

    Stop requested: BinDirChangeOrDirectoryRename

    or

    Stop requested: ConfigurationChange

  • You may see the following in the Event Viewer Application Log:

    Event message: Application is shutting down. Reason: A subdirectory in the Bin application directory was changed or renamed.

It is normal for a user to be logged out if the same user logs in elsewhere.

A user can roam across devices, but cannot connect from more than one device simultaneously. A user can have SquaredUp DS open in several browser tabs on the same device at the same time, but cannot access SquaredUp DS from multiple different browsers at the same time.

If the same user logs in a second time elsewhere, the message There are no licenses available, or the license for this user is in use elsewhere will be displayed on the dashboards of the first session, because the Named User license for this user has been allocated to the second session.

Cause

If you are load balancing SquaredUp DS you should check that the load balancer is configured to send all SquaredUp DS requests from a client session to the same SquaredUp server. You should ensure that the load balancer is configured to use 'source address affinity persistence', 'server affinity', 'session affinity' or 'persistence'. The setting name varies depending on the load balancer, for more information see Tips for using a load balancer.

When the SquaredUp DS application pool is recycled user sessions are lost, and so all users are logged off SquaredUp DS.

Some common reasons for the application pool recycling unexpectedly are:

  • Anti-virus software 'touching' files
  • Microsoft hotfix KB3052480 not being installed on Windows 2012 servers

Procedure

These steps will allow you to investigate unexpected recycling of the application pool further:

  1. Search the SquaredUp DS log files for BinDirChangeOrDirectoryRename. The default log file location is C:\inetpub\wwwroot\SquaredUp\transient\Log\ see Where to find log files

  2. If you find several occurrences of Stop requested: BinDirChangeOrDirectoryRename then the SquaredUp DS folder needs to be added to your antivirus exclusions or exceptions list.

    Name of the SquaredUp folder

    The default name of the SquaredUp folder is SquaredUp for v6 and above.

    For v5 it is SquaredUpv5, and for v4 SquaredUpv4.

    Location of the SquaredUp folder

    A custom location may have been chosen during the installation.

    The default location for the SquaredUp folder is C:\inetpub\wwwroot\SquaredUp

    For v5 it is C:\inetpub\wwwroot\SquaredUpv5 and for v4 C:\inetpub\wwwroot\SquaredUpv4.

    If you are using McAfee and you are experiencing several refreshes when logging into SquaredUp DS, then you may need to implement version 8.8.07 in order to resolve this issue. Notes on this can be found here.

  3. Search the SquaredUp DS log files for ConfigurationChange. You can find the log files in the SquaredUp DS folder in the following path:

    ...\transient\Log

    Name of the SquaredUp folder

    The default name of the SquaredUp folder is SquaredUp for v6 and above.

    For v5 it is SquaredUpv5, and for v4 SquaredUpv4.

    Location of the SquaredUp folder

    A custom location may have been chosen during the installation.

    The default location for the SquaredUp folder is C:\inetpub\wwwroot\SquaredUp

    For v5 it is C:\inetpub\wwwroot\SquaredUpv5 and for v4 C:\inetpub\wwwroot\SquaredUpv4.

  4. If you find several occurrences of Stop requested: ConfigurationChange you should install Microsoft hotfix KB3052480

  5. If you are load balancing SquaredUp DS ensure that the load balancer is configured with sticky sessions, source IP/address affinity or persistence enabled see Tips for using a load balancer.

Further diagnostics

If you have configured anti-virus exclusions and installed Microsoft hotfix KB3052480 and users are still being logged off unexpectedly follow these steps to find out more about why this is happening:

  1. Find the web.config file located in the SquaredUp DS folder.

    Name of the SquaredUp folder

    The default name of the SquaredUp folder is SquaredUp for v6 and above.

    For v5 it is SquaredUpv5, and for v4 SquaredUpv4.

    Location of the SquaredUp folder

    A custom location may have been chosen during the installation.

    The default location for the SquaredUp folder is C:\inetpub\wwwroot\SquaredUp

    For v5 it is C:\inetpub\wwwroot\SquaredUpv5 and for v4 C:\inetpub\wwwroot\SquaredUpv4.

  2. Create a backup of the web.config file by copy and pasting the file to a different location.

  3. Open the original web.config file with Notepad.

  4. Immediately after the <system.web> line add the following text:

    Copy
    <healthMonitoring enabled="true">
      <rules>
        <add name="App Lifetime"eventName="Application Lifetime Events"provider="EventLogProvider"profile="Default"minInstances="1"minInterval="00:00:00"maxLimit="Infinite"/>
      </rules>
    </healthMonitoring>

  5. Wait for the next unexpected logoff or application pool recycle.

  6. In Event Viewer > Windows logs > Application look for an event where the Source is "ASP.NET" and the Event ID is 1305.

  7. The description of the event should show the reason.

Please contact SquaredUp Support if you experience any problems and reply to the automatic response with the output of the SquaredUp DS Diagnostics (see Collecting diagnostic information) and, if possible, a screenshot of the problem.

 

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