IMPORTANT! Same IP or network behind NAT - bye-bye, baby!

[JoyS]

Here is a talk one of our technicians with Kayako Live Support:

Deepti Jain: Hi, How can I help you today?
Maxim Chreniavsky: Hi again
Maxim Chreniavsky: Did you receive my question about sessions from same IP?
Deepti Jain: I am really sorry.
Maxim Chreniavsky: Ok
Deepti Jain: I gor disconnected.
Maxim Chreniavsky: i'll repeat
Deepti Jain: Please go ahead.
Maxim Chreniavsky: for example i have two open browsers on same IP. One is
logged in, when i refresj the page in another this drops all sessions from
this ip
Deepti Jain: Yes, please.
Maxim Chreniavsky: this is due to
Maxim Chreniavsky: delete from swsessions where ipaddr='myaddr' and
sessiontype=40
Maxim Chreniavsky: so if my clients are behind the NAT they cannot work
Deepti Jain: Maxim, Only one session is created per machine.
Maxim Chreniavsky: per machine or per IP? one IP doesnt mean one mashine!
Maxim Chreniavsky: How about NAT?
Deepti Jain: Please let me know that are the browsers different?
Maxim Chreniavsky: about browsers this was only example. I have large client
network behind NAT. When they connect to TT system, they all have one IP, so
when one client logs in system it works well, but if in some short time
another user from this IP conects to system, this draps all sessions from
this IP
Deepti Jain: NAT will ultimately resolves IP's to one machine. At the bottom
line one machine is there. It does not matter.
Deepti Jain: Yes this is expected
Maxim Chreniavsky: How can I disable this feature? IMHO it's very strange
behavior
Maxim Chreniavsky: And this behavior make it impossible to use
Maxim Chreniavsky: As I see this core functions are encrypted in swift.php,
so I cant change it
Deepti Jain: No, it is not strange. see below: IP
A------------------------>NATed IP-------------------->[SS
machine]<---------NATed IP---------IP B two are lgging from ONE NATed IP
Deepti Jain: SS will accept only one connection per IP SO the session exp.
Maxim Chreniavsky: It's strange logic.
Deepti Jain: I would recommend you to use DMZ setup.
Maxim Chreniavsky: It cannot help if SS is not in the same region of network
Maxim Chreniavsky: Or what do you mean about DMZ setup?
Maxim Chreniavsky: Is This behavior hardcoded into swift.php or I can change
it?
Deepti Jain: Maxim, please refer to this link :
http://en.wikipedia.org/wiki/Demilit...one_(computing)
Deepti Jain: Please Include (computing) in URL.
Maxim Chreniavsky: I know what DMZ is
Maxim Chreniavsky: Lets ask again: this behavior is not configurable?
Deepti Jain: No, you will need to create multiple webserver connections by
varying the Port. I mean the combination IP:PORT should differ. This will
work because all HTTP1.1 protocol based webservers consider IP:xy and IP:ab
as different sessions, where IP correspond to same IP while xy and ab
different ports.
Deepti Jain: it is ip : port and ip : xy
Maxim Chreniavsky: Sorry, didnt understand. What webserver connections do
you mean?
Deepti Jain: Please refer to this link as well:
http://ez.no/community/articles/mult...llations_howto
Maxim Chreniavsky: do you mean one webserver per client???
Deepti Jain: Please create a ticket and our technicians will get back to you
shortly.
---

How can we fix it? We can't just upgrade version because of many reasons.

[leyton01]

Oh man that is such poor support, and dangerous too - suggesting the use of DMZ. Still it's the kind of half-assed support that you should come to expect from Kayako.

You haven't mentioned what product you are using or what the actual problem is but if you are using supportsuite and it keeps kicking you out for being on the same IP you can try changing $_SWIFT["disablesessionipcheck"] to true in the config.php.

See if that works.

[Raghav Arora]

Hi,
Apologies for all the confusion. Please follow the steps mentioned by leyton01 and it will resolve the issue. If the issue still persists, mail me at raghav.arora[at]kayako.com provided with your access to the helpdesk and I will fix the issue for you.

Originally Posted by leyton01

You haven't mentioned what product you are using or what the actual problem is but if you are using supportsuite and it keeps kicking you out for being on the same IP you can try changing $_SWIFT["disablesessionipcheck"] to true in the config.php. See if that works.

Regards,

Raghav Arora