The users (and developers) don't have any option other than IE - but this is a good idea. I'll see if we can get FF or Chrome for testing.
I think one part of the issue is that something is timing the users out before they get to the mid-tier timeout (set at 90 minutes). This means they get a very unfriendly error message instead of something simple telling them their session has expired. Tomcat timeout is set to 91 minutes. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Ludwig, Sally Sent: 11 March 2016 17:16 To: [email protected] Subject: Re: User timeout triggers ARERR 9351 Does the problem occur in FF or Chrome? If not, points to IE settings. If it does occur in FF or Chrome, do you have the Network capture options there? Another alternative is to use Fiddler to do the network capture (http://www.telerik.com/fiddler) -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Irving, Isabel (ACCESS LLP) Sent: Friday, March 11, 2016 10:29 AM To: [email protected] Subject: Re: User timeout triggers ARERR 9351 The F12 option is greyed out for us. One other detail I forgot to mention is that all our servers and all our users are WITHIN the firewall. Does this make it less likely to be a network issue? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Ludwig, Sally Sent: 11 March 2016 16:16 To: [email protected] Subject: Re: User timeout triggers ARERR 9351 Have you done any network captures (F12 in IE) to see what HTTP request is returning the 9351? Then trace that into the detailed midtier log to see if there are more clues there? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Irving, Isabel (ACCESS LLP) Sent: Friday, March 11, 2016 9:57 AM To: [email protected] Subject: Re: User timeout triggers ARERR 9351 Thanks for this. We're on IE 11 and I'm not using compatibility view. Do you think the hotfix will still make a difference for us? For testing I've changed the mid-tier timeout to 5 minutes and I still get ARERR 9351 instead of anything more user-friendly. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Ludwig, Sally Sent: 11 March 2016 14:08 To: [email protected] Subject: Re: User timeout triggers ARERR 9351 This defect: SW00492389 When session is invalid and IE10 with compatibility view is used, a NullPointerException is returned and user sees ARERR 9351 Is fixed in Midtier 8.1.02 Hotfix 20150911xxxx Hotfix. I would contact BMC Support for the latest 8.1 sp2 hotfix. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Misi Mladoniczky Sent: Friday, March 11, 2016 6:04 AM To: [email protected] Subject: Re: User timeout triggers ARERR 9351 Hi, Just beware, firewall people usually put up a relentless fight in order to prevent changes in their strategy ;-) Best Regards - Misi, RRR AB, http://rrr.se > Thanks Misi, I'll try that! > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Misi Mladoniczky > Sent: 11 March 2016 11:15 > To: [email protected] > Subject: Re: User timeout triggers ARERR 9351 > > Hi, > > This seems to be a problem between the browser and Mid-Tier. > Presumably caused by a firewall timeout issue. Maybe you can get your > firewall people to look into increasing the session length in order to > prevent this to happen often. > > Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP > 2011) > > Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): > * RRR|License - Not enough Remedy licenses? Save money by optimizing. > * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. > Find these products, and many free tools and utilities, at http://rrr.se. > >> Hello! >> >> Do you know how we can get a more user-friendly error when a session >> times out after 90 minutes of inactivity? >> >> Currently we get the following: >> >> "Unable to setup data connection, which is preventing the application >> from working correctly. HTTP Communication Error : 500 (AR 9351)" >> >> We are getting quite a lot of AR 9351 and 9350 errors but I think >> some of the time it is just a timeout, and this error message is >> making users think that there is something wrong with the application. >> >> We have mid-tier 8.1.SP02 Patch 001 201505281150 Hotfix. It's a >> totally bespoke solution. >> >> Full server details below. >> Thanks >> Isabel >> >> >> Server Information >> Application server version: 8.1.00 201301251157 >> Hardware: sun4v >> Operating system: SunOS 5.10 >> On Sun Solaris virtual cluster >> >> Database >> Database home: /remedy/oracle_client/product/11.1.0 >> Database version: 11.1.0.6.0 - 64bit Production On Sun Solaris >> virtual cluster >> >> Mid Tier Version >> 8.1.SP02 Patch 001 201505281150 Hotfix Apache Tomcat/7.0.53 Windows >> Server 2012 Java Version 1.7.0_80 >> >> >> >> >> Glasgow - UK Council of the Year 2015 >> >> ***Disclaimer**** >> This e-mail and any attachments are for the intended addressee(s) >> only and may contain confidential and/or privileged material. If you >> are not a named addressee, do not use, retain or disclose such >> information. This email is not guaranteed to be free from viruses and >> does not bind Access in any contract or obligation. >> >> SERVICE GLASGOW LLP trading as ACCESS Registered in Scotland. No: >> SO301705 Registered Office: 220 High Street, Glasgow, G4 0QW >> >> >> _____________________________________________________________________ >> _ _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> "Where the Answers Are, and have been for 20 years" >> > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
