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xUx Offline
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Unhappy Another Login Loop? - 27-03-2007, 05:16 AM

I've read all the login loops posted here and I can't make it work.

Using:
K-3.00.90
RHEL 3
PHP 4.3 (register globals on)
MySQL 4.1

The site I am talking has been using SupporSuite for almost a year without any problem (yes I know it's an old version but does the work as the client wants) till today, it started to refuse logins saying "session expired due inactivity" but users could login. After 2 hours nobody can login, no errors, it just appears the same login window with the url "admin/index.php?_m=core&_a=dashboard" ... what could be causing this problem? Files are intact since the installation. Can anyone share something? please? I hope this mistery can be solved
   
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supportskins Offline
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27-03-2007, 09:22 AM

Try changing $_SWIFT["disablesessionipcheck"] from false to true under config.php. Check if that fixes the issue. Also have you changed the domain under which the software was installed on?



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xUx Offline
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27-03-2007, 02:16 PM

supportskin,

Thanks for your suggestion.

$_SWIFT["disablesessionipcheck"] has been always true, this is a bit frustrating since I have several SupporSuite installations running on the same server and other servers and all work except that one.

That site has domain1.com and domain2.com as an alias, key was issued to domain2.com , but it has been that way and always worked.

I am thinking about upgrading to K-3.04.10 but I am affraid it could break something and client would probably kill me :P so that's my last resource.

What it really freaks me out is that it stopped working with no reason, no OS updates, nothing ... I hope somebody could help me

anyway, thanks for trying...
   
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supportskins Offline
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27-03-2007, 06:10 PM

Not sure if you have seen this; straight from the Kayako Helpdesk KB:

Session Expired errors can be due to numerous reasons, some of them are listed below:

1) Your Server Date is Incorrect: If your server date is not synced properly then it might result in constant Session Expired Due to Inactivity Errors, The resolution to this is to run the "ntpdate" command to sync the server clock. Example:

ntpdate clock1.unc.edu

OR

ntpdate www.otc.psu.edu

2) Your IP Changes Frequently: Dynamic IPs can also result in this error, You can disable the use of Static IPs by changing $disablesessionipcheck option under the config/config.php file

3) Your HEAP Table gets Flushed Automatically: For some unkown reasons the session table gets emptied on certain systems, the solution is to convert it from HEAP (Memory) to MyISAM (Disk Based) Table by running the following SQL Query:

ALTER TABLE `swsessions` TYPE = MyISAM;

4) You have some Cookie Crunching Software on your Desktop: This error can also be a cause of cookie crunching/clearing software installed with your web browser

5) Proxies & Web Accelerator: Google Web Accelerator and other proxies are also known to cause this issue

HTH



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xUx Offline
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28-03-2007, 03:00 AM

Issue solved, by some "strange" reason the value of cookie path in the swsettings table was set to "/m", when it should be only "/". Anyway, after I corrected that issue on the DB the issue was still there, no matter what I do, so I ran SETUP again, selected "Modify", uninstalled and installed LiveSupport Module (which is not being used right now) and vualá, it works

supportskins or Mr. H, thanks for all your advices, it really helped me out to find that bug!
   
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28-03-2007, 12:15 PM

Not a problem. Heh Mr. H. You got that right



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CloudyOne Offline
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Cookie Domain - 24-08-2007, 09:47 PM

I just wanted to give my two cents on this problem.

My friend's company recently had this issue, and after days of struggling without fixing it, they asked me to take a look at it.

It was a cookiedomain problem as has been stated by many people in these forums, however, admin\staff\user were all being affected by it, so none of the fixes posted could be used. What has happened is the cookiedomain was set as something other than the domain it's being used from, and therefore is being considered invalid.

Personally, i found it more sensible to set it to use NO domain at all doing manual editting, and let then go back into the kayako software to enter the correct domain.

Here's how i fixed the problem:

If you go into the "settings" table, and edit the "security_cookiedomain" key leaving it blank.

Now, by default their installation had a rebuilding of the cache every day (or week i forget which), which would then enable our recent changes to the database.

However, as they wanted it done right away, and the changes weren't being reflected, more altering was necessary.

If you go into the "registry" table, and edit the "settingscache" key, you'll need to change two values. Below is an example of a before and after, of course your settings might be a bit different, but not by much.

Th
eir Before:
Code:
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Their After:
Code:
a:6:{s:4:"core";a:2:{s:7:"version";s:7:"3.00.32";s:7:"product";s:12:"SupportSuite";}s:4:"cron";a:1:{s:7:"nextrun";s:10:"1187922783";}s:6:"fileid";a:2:{s:13:"knowledgebase";s:35:"37f833a3239d06134c73eaf09740640e.js";s:11:"jscachefile";s:35:"4160eb4a92ed6605214e4c0b0af32944.js";}s:17:"registeredmodules";a:8:{s:9:"downloads";s:1:"1";s:13:"knowledgebase";s:1:"1";s:11:"livesupport";s:1:"1";s:4:"news";s:1:"1";s:6:"parser";s:1:"1";s:8:"teamwork";s:1:"1";s:7:"tickets";s:1:"1";s:14:"troubleshooter";s:1:"1";}s:8:"settings";a:179:{s:20:"general_redirecttype";s:4:"unix";s:18:"g_commentsapproval";s:1:"1";s:8:"g_cpmenu";s:5:"click";s:24:"general_themeorientation";s:5:"right";s:21:"general_themeextended";s:1:"0";s:9:"g_jscache";s:1:"1";s:8:"g_onlusr";s:1:"1";s:23:"cpu_winappcompresslevel";s:1:"2";s:22:"cpu_compresswinappdata";s:1:"1";s:22:"cpu_compressclientdata";s:1:"0";s:21:"cpu_compressstaffdata";s:1:"0";s:21:"cpu_compressadmindata";s:1:"0";s:19:"cpu_compresswapdata";s:1:"1";s:19:"cpu_compresspdadata";s:1:"1";s:16:"cpu_logcleardays";s:1:"2";s:14:"gateway_enable";s:1:"0";s:16:"gat_emailfailure";s:1:"1";s:19:"cpu_enablehtmlmails";s:1:"0";s:19:"cpu_enablemailqueue";s:1:"1";s:18:"cpu_mailqueuebatch";s:1:"5";s:14:"cpu_enablesmtp";s:1:"0";s:12:"cpu_smtpport";s:2:"25";s:15:"cpu_smtpuseauth";s:1:"0";s:13:"u_enablesveri";s:1:"0";s:28:"user_enableemailverification";s:1:"1";s:18:"user_enablecaptcha";s:1:"1";s:8:"u_sendpw";s:1:"1";s:15:"user_adelunveri";s:1:"1";s:17:"user_delcleardays";s:1:"1";s:26:"security_sessioninactivity";s:5:"21600";s:19:"security_sessionvar";s:6:"cookie";s:26:"security_visitorinactivity";s:3:"500";s:19:"security_cookiepath";s:1:"/";s:13:"dt_dateformat";s:5:"d 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I hightlighted in red the part that needs to change. The "s:#:" is just how long the string AFTER it is, so if you're domain is 10 characters long, you would put
s:10:"yourdomain"; But like i said, i would recommend just leaving it blank and using suppportsuite to change it.

Best of luck!

Last edited by CloudyOne; 24-08-2007 at 10:07 PM.
   
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Jamie Edwards Online
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24-08-2007, 10:01 PM

Hi CloudyOne,

Thank you for registering here just to post this - I am sure it will be appreciated by many. I hope to see you stop by some time soon


Jamie Edwards (jamie.edwards ]at[ kayako.com)
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25-08-2007, 03:15 AM

I can't find any "security_cookiedomain" on swsettings and swregistry on a 3.00.90 SS ... maybe I am missing something welcome to the forums
   
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