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Users are unexpectedly logged out of SquaredUp

Catherine
  • Updated

Symptoms

  • Users are logged off before the session time-out is reached.

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

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  • Users may see the following message in SquaredUp:

    Your session has expired.

  • You may see the following in the SquaredUp 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 open in several browser tabs on the same device at the same time, but cannot access SquaredUp from multiple different browsers at the same time. See There are no licenses available, or the license for this user is in use elsewhere.

 

Cause

If you are load balancing SquaredUp you should check that the load balancer is configured to send all SquaredUp 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 configuring a load balancer.

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

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 log files in C:\inetpub\wwwroot\SquaredUpv4\transient\Log\ for BinDirChangeOrDirectoryRename

  2. If you find several occurrences of Stop requested: BinDirChangeOrDirectoryRename then the SquaredUp install folder needs to be added to your antivirus exclusions or exceptions list. This location will vary depending on where SquaredUp is installed, but by default this will be:

    C:\inetpub\wwwroot\SquaredUpv4

    If you are using McAfee and you are experiencing several refreshes when logging into SquaredUp, 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 log files in C:\inetpub\wwwroot\SquaredUpv4\transient\Log\ for ConfigurationChange
  4. If you find several occurrences of Stop requested: ConfigurationChange you should install Microsoft hotfix KB3052480
  5. If you are load balancing SquaredUp ensure that the load balancer is configured with sticky sessions, source IP/address affinity or persistence enabled see Tips for configuring 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. Open C:\inetpub\wwwroot\SquaredUpv4\web.config in a text editor.

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

    <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>
  3. Wait for the next unexpected logoff or application pool recycle.
  4. In Event Viewer > Windows logs > Application look for an event where the Source is "ASP.NET" and the Event ID is 1305.

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

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If you still experience problems please contact SquaredUp Support and reply to the automatic response with the output of the SquaredUp Diagnostics and a screenshot of the problem.

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