Frequent Session Timeouts
Problem reported by Scarab - November 9 at 3:35 AM
Submitted
Ever since installing v16.3.6885 we are getting frequent session timeouts on all browsers. No matter what you may have been doing in Smartermail you get dumped back to the Login screen after an average of 60-120 seconds of being logged in (sometimes longer, as much as 10 minutes, sometimes shorter....like less than 10 seconds). A few of the times it can be correlated to an Application Error in the MailService.exe with Framework64\v4.0.30319\clr.dll but most of the time there is nothing in the Event logs or IIS logs to give a rhyme or reason as to why.

In the previous v16 versions we thought "frequent" session timeouts were excessive when it was more than once an hour. Now, webmail is almost unusable as you have to race to compose an email and send it before the randomized timer is up and you get dumped back to the login screen.

Please tell me that there is a setting in the web.config to remedy this!

6 Replies

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0
Robert Emmett Replied
Employee Post
Scarab, thanks for reporting this issue.  It has been added to our bugs list for immediate review by the development team.  Can you clarify whether the timeouts are occurring for all users simultaneously or random users at different times?
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Ionel Aurelian Rau Replied
Hmm, does anyone else experience this?

We were going to bite the bullet and update to v16.3.6885 over the week-end. But then it would be a hell of a Monday.. literally :(
0
Robert Emmett Replied
Employee Post
Scarab, can you open the console log in Chrome or another browser.  Ensure "Preserve log" in enabled.  When the next occurrence of being logging out happens, can you review the console log to see if there are any errors?  Can you also tell me from what version you updated?  This will help us determine what code changes have occurred.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Scarab Replied
Although it was frequent yesterday and early this morning for the first two hours after a server reboot, I so far haven't had any problems on my Chrome for the past two hours. I've logged 56 miscellaneous errors in the Console, but the ping?=, reconnect?transport=WebSocket, and refresh-token are all doing their job.

I did have Disable Caching enabled in the Console. Will try it with Caching Enabled to see if that makes any difference.

I will also see if I can capture on other clients on other workstations. I know that the majority of complaints we've had yesterday and this morning have been from Safari users post Apple update this week.
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Scarab Replied
We upgraded to 16.3.6885 from 16.3.6841 (we've gone back to a Monthly scheduled maintenance window to try and bring our Mail Server's annual uptime ratio back up to snuff so we were a couple minor versions behind until yesterday).

It would appear that 6-8 hours after the last server reboot everything stabilized and is working normally again. We have had no new reports of webmail issues since early this morning, and are no longer able to duplicate the issue from a dozen different devices on three distinct external networks. Chrome and Firefox Consoles (both with Caching on and Caching off) are not logging any significant errors other than numerous repeats of the following minor errors and warnings:

Failed to load resource: the server responded with a status of 400 () /api/v1/mail/folders:1
Failed to load resource: the server responded with a status of 400 ()
/api/v1/settings/shared-resources:1
[Violation] Added non-passive event listener to a scroll-blocking 'touchmove' event. Consider marking event handler as 'passive' to make the page more responsive. See https://www.chromestatus.com/feature/5745543795965952 angular-v-16.3.6841.24538.8d6225dcb713200.js:3
[Violation] 'setTimeout' handler took 55ms angular-v-16.3.6841.24538.8d6225dcb713200.js:55 
[Violation] Forced reflow while executing JavaScript took 35ms angular-v-16.3.6841.24538.8d6225dcb713200.js:55 
[Violation] 'load' handler took 180ms angular-v-16.3.6841.24538.8d6225dcb713200.js:111
[Violation] 'requestAnimationFrame' handler took 62ms vendor-v-16.3.6841.24538.8d6225dcb713200.js:101 
(The first two of those Errors appears normal for users logged on as a Server Administrator.)

Early this morning, before things stabilized, we were logging the following Console errors at least every 14 minutes (sometimes every minute):
WebSocket connection to 'wss://smartermail.scarabmedia.com/signalr/reconnect?transport=webSockets&groupsToken=...&clientProtocol=1.5&connectionToken=...&connectionData=%5B%7B%22name%22%3A%22dashboardhub%22%7D%2C%7B%22name%22%3A%22mailhub%22%7D%5D&tid=1' failed: Error in connection establishment: net::ERR_NETWORK_CHANGED
start @ vendor-v-16.3.6841.24538.8d6225dcb713200.js:418

WebSocket connection to 'wss://smartermail.scarabmedia.com/signalr/reconnect?transport=webSockets&groupsToken=...&messageId=...&clientProtocol=1.5&connectionToken=...&connectionData=%5B%7B%22name%22%3A%22dashboardhub%22%7D%2C%7B%22name%22%3A%22mailhub%22%7D%5D&tid=6' failed: Error in connection establishment: net::ERR_SPDY_PROTOCOL_ERROR
vendor-v-16.3.6841.24538.8d6225dcb713200.js:418 

WebSocket connection to 'wss://smartermail.scarabmedia.com/signalr/reconnect?transport=webSockets&groupsToken=...&messageId=...&clientProtocol=1.5&connectionToken=...&connectionData=%5B%7B%22name%22%3A%22dashboardhub%22%7D%2C%7B%22name%22%3A%22mailhub%22%7D%5D&tid=4' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED
start @ vendor-v-16.3.6841.24538.8d6225dcb713200.js:418

WebSocket connection to 'wss://smartermail.scarabmedia.com/signalr/reconnect?transport=webSockets&groupsToken=...messageId=...&clientProtocol=1.5&connectionToken=...&connectionData=%5B%7B%22name%22%3A%22dashboardhub%22%7D%2C%7B%22name%22%3A%22mailhub%22%7D%5D&tid=10' failed: WebSocket is closed before the connection is established.
stop @ vendor-v-16.3.6841.24538.8d6225dcb713200.js:418
/signalr/negotiate?clientProtocol=1.5&connectionToken=...&connectionData=%5B%7B%22name%22%3A%22dashboardhub%22%7D%2C%7B%22name%22%3A%22mailhub%22%7D%5D&_=1541720342025:1

Failed to load resource: net::ERR_CONNECTION_REFUSED /signalr/negotiate?clientProtocol=1.5&connectionToken=...&connectionData=%5B%7B%22name%22%3A%22dashboardhub%22%7D%2C%7B%22name%22%3A%22mailhub%22%7D%5D&_=1541720342025:1 vendor-v-16.3.6841.24538.8d6225dcb713200.js:418
So, not only is Chrome and Firefox doing fine, but now we are also unable to duplicate the issue our users have been reporting with Safari 12.0.1 (14606.2.104.1.1) on Mac OSX Mojave v10.14.1 with it logging them out of SM immediately upon any browser activity whereas yesterday and early this morning we were able to duplicate it.

*SHRUG*

I do seem to recall another SM minor version upgrade issue like this from earlier this year where everything fell apart initially for a few hours after uninstall old SM/reboot/install new SM/reboot but returned to normal after an 8 hour delay.

So all's well that ends well? Nothing more to see here? Guess I'll just move along...and next month I'll be sure not to panic and always remember my towel.
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Ionel Aurelian Rau Replied
Thanks, we also updated as we were 2 months behind now. So far no issues after some testing and mail flow is normal, but this is the week-end. Hopefully things will stay the same from Monday onward too.

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