OsTicket 1.6.0 keeps logging me off

Michael_Staddon

I have an issue where I am being logged off constantly which is preventing me from using the application for more then a few seconds before my data is lost and I need to log on again.

I have read somewhere that having a load balancing duel connection to the Internet can cause this problem (and I have this setup) but I can't find a solution within the application.

I cannot move away from the load balancing so I'm hoping there may be a another solution?

Any assistance greatly appreciated.

Michael.

ntozier

It sounds to me like (generalized summary):

1. you log into OST on server 1.

2. server 1 responds and saves your session data.

3. you do something and server 2 says "hey your not logged in" and prompts you with a login prompt.

You might be able to get around this IF both server 1 and server 2 have shared storage. Then you could setup your PHP to store session data on server 0. Put your database on server 0. And then install OST on server 1 and server 2 and point to server 0's database.

That is assuming that I understand your problem correctly.

If you are saying you have:

internet access 1 (company 1) and internet access 2 (company 2) and do load balancing between the two, then you may be able to force all traffic for osticket.domain.ext to always use internet access 1 (company 1) at the router level.

Otherwise I am at a loss.

Good luck, this doesn't sound like a fun thing to 'fix'.

Michael_Staddon

Hi ntozier,

Thanks for the reply. It is in fact your second point where we have more then on ISP to connect my office to the Internet.

Sadly, I am not able to force either a single devise or particular traffic through one of the links.

Do you know of any hack which I might be able to use to change the way OST requires authentication? I gather the method used is fairly unique to OST as we don't have the same issue with other web based applications (although I do not pretend to understand how this works).

Thanks again,

Michael.

ryanp

More info may help...

I gather the method used is fairly unique to OST as we don't have the same issue with other web based applications

Hi Michael,

Can you please provide some info on your hosting environment?

For example the following information may help shed some light on potential issues:

1. I'm assuming your installation is not housed within your LAN, so is it on shared, reseller, semi-dedicated, VPS or a dedicated server

1a. If VPS or dedicated is it managed within the company or by the provider?

1b. Who hosts the other web apps you use? E.g. the developers (SaaS model) or yourself?

2. What type of server OS are you running? E.g. a Linux distribution, Windows, etc

3. What PHP version is being run?

4. Do your internet connections have static IPs or dynamic IPs?

The thing is osTicket uses a pretty standard PHP SESSION structure for login, nothing really unique about it. I use very similar methods for the web apps I build.

I have an idea however it may take me a couple of days to a week for me to build and test because I'm quite busy at the moment, it will be experimental so I'm not sure if it will work or not but there is no harm in trying... can you do me a favour and send me a message to remind me in a day or 2?

Cheers,

Ryan

Michael_Staddon

Hi Ryan,

Thanks for the reply. Here are the answers to your questions:

1. Correct, I use a hosting company and access the app via the Internet. It's a cPancel account on a server which is shared with other simular account holders. I am looking in to a VPS at the moment but that is still some time away.

2. I am unsure of the server OS but the cPanel version is 11.30.0. I have a feeling it might be Red Hat but I cannot confirm this.

3. PHP is 5.2.17

4. The Internet connection from my office has two links, load balanced with two static IP addresses.

Thanks again,

Michael.

ryanp

Thanks for the info Michael, send me a reminder in about 2 or 3 days and I may be able to write a work-around for you but will have to see as right now it is just an untested idea.

Cheers,

Ryan

ntozier

4. The Internet connection from my office has two links, load balanced with two static IP addresses.

This is the culprit. I'm not sure how you would get around it, unless you could traffic shape all your traffic via one of the connections.

ryanp

This is the culprit. I'm not sure how you would get around it

I have a programmatic approach that I can try then release if it works... but I will need Michael to test it (or anyone else with a bonded internet connection/dual connection)... but as I mentioned before cannot write it for a few days due to work loads that I get paid for.

I just need a reminder or 2 otherwise I will forget.

Michael_Staddon

Hi ntozier,

Yes that is the issue, sadly I cannot shape the traffic for the site to just one link.

Ryan,

I'll be in touch in a few days - thanks !!

Michael.

peter

Michael - Your IP must be changing with every request. Try disabling IP binding in Admin Panel > Settings Tab > General Settings. If you can't get to it then you can change it directly in the database by setting staff_ip_binding to 0 in ost_config table.

ryanp

I never realized you put this option in Peter, you learn something new every day!

Michael, let me know how you go with Peters suggestion, if it works I won't worry about writing the code.

Michael_Staddon

Hi Peter,

Many thanks for that. Such a simple setting missed! Works perfect now.

Thanks again and thanks to all for the assistance.

Michael.