Users and Agents Logging In

eclarke

We have issues at times in v1.17.5 where users cannot log into the ticket system as regular users. They have to clear their cookies and then they can log in. Same thing if you are logged in as an agent and you try to log in as a user, you have to clear your cookies. Users are telling me the log off and close the browser but unless they clear the cookies, they can't get back in. It is happening in Google Chrome and Edge. I've seen this happen once but nothing is logged on the ticket system log.

KevinTheJedi

eclarke

Along with what Daedalus01 suggested, if you are using Apache it may be worth changing it from PREFORK to FAST_CGI (see here).

Cheers.

Daedalus01

I may be wrong, but it sounds like you have a sessions issue. You can try running the following in your SQL Database to see how many sessions it has

SELECT COUNT(session_id) AS Sessions from ost_sessions;

If its a very large number, than that could be the issue and old sessions aren't clearing out. I had an issue a few years back where it wasn't clearing out and users would log in, then have to login again on every tab they selected. I can't quite remember how it was exactly solved, but I know it had something to do with enabling Auto-Cron and there was a clean up function. I know there's something here on the forums about it as thats how I found the solution.

Granted this may be different as most of my Agents very rarely log in as a user.

KevinTheJedi

I would like to provide clarification on sessions in the database and cron in general. Sessions stored in the database (even expired ones) will remain in the database unless they are physically cleaned up. We do have expired Session cleaning methods as part of our native cron system. Auto-cron can handle this (albeit not as often and requires Agents to be logged in and have an active session) but also a Cron Job/Scheduled Task can handle this. Cron Jobs/Scheduled Tasks are configured at the server level. They allow you to configure certain actions/scripts/etc. to be executed based on a schedule. Typically people have cron running every 5 minutes indefinitely. This way the cron is always running and clearing up old sessions, orphaned attachments, handles the CDATA tables regenerations, etc. without the need for any manual intervention.

Daedalus01

I knew I remembered something about old sessions and auto-cron. Just not all of it.

eclarke

OK - Thank you - I'll do that.