Hi All,
We have an issue in our remedy environment, Remedy users are getting timeout session quite often while working on remedy.
Below is the screen shot of Mid-Tier configuration and error message, can anyone please provide your input on this.
Mid – Tier Configuration Page 1:
Mid – Tier Configuration Page 2:
Mid – Tier Error message:
ARS: 8.1.02
Database: SQL Server 2008
OS : Windows 2012 R2
Regards,
Karthick S
Ganesh Gore8 years ago
Couple of things need to check and confirm :
1. Session Timeouts in Minutes value in ‘AR System User Preferences’ form (Web Tab)
It must be greater than midtier session timeout value.
2. WebServer Session Timeouts in minutes: It must be greater than midtier session timeout value.
You can set it in Web server’s web.xml file (e.g: C:\Program Files\Apache Software Foundation\Tomcat7.0\conf)
Bradley Murphy8 years ago
Hi Karthick
Do you user a load balancer with your web servers at all?
Karthick Sundararajan8 years ago
Hi Bradley,
We don’t have load balance in our environment and also we have installed the ARS & Mid Tier on single server.
Regards,
Karthick S
Bradley Murphy8 years ago
Hi
Ok so that makes things a bit simplier.
I suggest you have a look at this thread which has some links to articles and knowledge base articles which can help you:
Bradley Murphy8 years ago
Hi
I would also check the session timeout settings for IIS.
this article will help with that – https://technet.microsoft.com/en-us/library/cc725820(v=ws.10).aspx
Karthick Sundararajan8 years ago
Hi Bradley thanks for the information and Articles.
Regards,
Karthick S
Ganesh Gore8 years ago
Couple of things need to check and confirm :
1. Session Timeouts in Minutes value in ‘AR System User Preferences’ form (Web Tab)
It must be greater than midtier session timeout value.
2. WebServer Session Timeouts in minutes: It must be greater than midtier session timeout value.
You can set it in Web server’s web.xml file (e.g: C:\Program Files\Apache Software Foundation\Tomcat7.0\conf)
<session-config>
<session-timeout>30</session-timeout>
</session-config>
3. Floating License timeout in AR System Server information form.
Please check these values and make appropriate changes whenever required. When you say ‘users getting timeout’ error, you need to find out if they are keeping midtier window idle after login or they just do not logout from midtier properly.
Is it happening to all users (irrespective of license type?) or with users having floating license only? midtier (from midtier configuration tool) and users logs (from server information) may help you to find out the the root cause.
Karthick Sundararajan8 years ago
Hi Ganesh,
Thanks for the update and information.
As per your suggestion, i have verified the AR System User Preferences’ form (Web Tab) and found mid tier session timeout value is null and i have updated it to 90.
Jason Miller8 years ago
No way! Is that what I have been missing? I just checked our web.xml and sure enough it is set to 30 minutes. I have been going nuts trying confirming timeouts between MT, server.xml and Apache httpd. Occasionally I start to run some fiddler traces however I am usually never able reproduce the issue or end up doing something else in the browser on the machine to dirty my test.
Ganesh Gore8 years ago
As long as It is working for you then there is no need to change the web.xml timeout parameter.
but as per the BMC KA 305505, It needs to be updated if there is ARERR 9201 :
Ken D.5 years ago
Ganesh, good morning. We are currently running Mid-Tier 9.1.04 patch 2 – our ‘Session Timeout in Minutes’ in the AR System User Preference is NULL.
Do I need to populate this for our users? We are getting a lot of timeout sessions.
We have our Mid-Tier Session Timeout (Minutes) set to 90 and our License Release Timeout ([30 – 300]
this source from : https://community.bmc.com/s/question/0D53n00007aEXrPCAW/session-timeout-issue