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Sessions Consistently Ending after 1 - 2 minutes

Martin_McNultyMartin_McNulty Customer IT Monkey ✭

Hi. I have raised this as an actual Cireson incident, but posting here in case anyone else has any ideas in the meantime.

The issue is that following a couple of - thought to be minor - changes, the service desk has stopped working, and forced us to restore, and now it's still not working as it should. Seems to be a session issue.


1 - Some changes were made to a test copy of the Incident.js

2 - A new Incident / Form Projection row was added to the User Groups within the portal

3 - Some time passed, and then the portal started breaking.

4 - We deleted the form projection row that was recently added

5 - We restored the entire Cireson Portal (a copy from last night) to make sure it wasn't reading any changes made this morning.

And now the portal is still broke. Sometimes it appears, particularly after recycling or refreshing the site / application pool. If we have cache disabled we can only ever get connected for a minute or two and then hit with a white screen, if browser cache is disabled we can last a while longer but will eventually be hit with a white screen. As far as errors go, there isn't much; just the usual "Unable to retrieve Affected User license info: An object of class ManagementPackClass".

We did try upping the 'Connection Time Out (seconds) for the site to be more than 120, but that didn't seem to do anything.

Does anyone have any idea?


  • Donson_PhamDonson_Pham Partner Advanced IT Monkey ✭✭✭

    Hi Martin,

    What actually happens when it stops working? Do you get page 404 or something else? Any screenshots maybe that would help to view.

    Do you have any customization in the customspace? maybe try to run the installer again?

  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭

    Hi Community,

    We looked at this with the customer and it turns out their Azure Application Proxy was causing an interference which they are looking into resolving.



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