Users are unexpectedly logged out of Squared Up

Symptoms

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

  • Users are redirected to the logon page unexpectedly.

  • Users may see the following message in Squared Up:

    Your session has expired.
  • You may see the following in the Squared Up log files:

    Application stopping, reason: BinDirChangeOrDirectoryRename

    or

    Application stopping, reason: 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.

Cause

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

Two 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

  1. Search the Squared Up log files in C:\inetpub\wwwroot\SquaredUpv3\transient\Log\ for BinDirChangeOrDirectoryRename

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

    C:\inetpub\wwwroot\SquaredUpv3

    If you are using McAfee and you are experiencing several refreshes when logging into Squared Up, 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 Squared Up log files in C:\inetpub\wwwroot\SquaredUpv3\transient\Log\ for ConfigurationChange

  4. If you find several occurrences of Application stopping, reason: ConfigurationChange you should install Microsoft hotfix KB3052480

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\SquaredUpv3\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.

    Sample event screenshot

If you still experience problems please contact Squared Up Support and send the zipped up log files from C:\inetpub\wwwroot\SquaredUpv3\transient\Log.

How to configure the session time-out

Application stopping, reason: ConfigurationChange label: Users are unexpectedly logged out of Squared Up keywords: logged off out your session has expired expiring users unexpected log AV exclusions exceptions anti virus antivirus anti-virus excluded anti-virus excluded sessions logged out Application stopping reason BinDirChangeOrDirectoryRename app pool recycle recycling recycled apppool exclusion session touches touch