The session has expired. OVER AND OVER!

[acidbox]

On our server (PHP 5.0.4 w/ Zend Opt. 2.6.2, RHEL3, MySQL 4.1), We run all sorts of PHP applications, from Modernbill to forum software, to a wiki, and Kayako (running version 3.00.33) is the ONLY program that gives us issues with this session expired problem. Because of this, it's virtually impossible to answer tickets, I can't update knowledgebase articles and LiveSupport is non-existant because I can't stay logged in with this session issue. I log in, click about 2 links and it cicks me out. With live support, i log in (i can see visitors on the site), wait about 10 or 15 seconds and I get the red X.

Before you point me to the knowledgebase article (which is useless):

• My session table is NOT being emptied, in fact it's got several sessions in it.
• My date is set properly and there are no timezone issues.
• I am on a US DSL line, and I have a static IP address. I do not access this program via a proxy server.
• I have no cookie crunching software (Whatever that is)
• I don't run Google web-accelerator or any other accelerator program.

In fact, im running straight FireFox 1.5 on Windows XP SP2. I get the same message in live-support, of which I'm running the 2006-02-08 build. Here are the logs:

06/03/2006 11:08:10 An error occurred while attempting to communicate with the server:

The session has expired.

Error: <No extended error information available>
06/03/2006 11:08:19 An error occurred while attempting to communicate with the server:

The session has expired.

Error: <No extended error information available>
06/03/2006 11:08:25 An error occurred while attempting to communicate with the server:

The session has expired.

Error: <No extended error information available>
06/03/2006 11:08:27 An error occurred while attempting to communicate with the server:

The session has expired.

Error: <No extended error information available>

Please help me solve this issue, as my SupportSuite is unusable right now.

[Dark_Wizard]

Has this just started after you upgraded from build 32 to 33? If so, I would see if there is a newer cvs build available.

[Varun Shoor]

There have been updates to the CVS build but I dont think it is due to SS, Did you have a look at points listed at: http://support.kayako.net/index.php?...barticleid=107 ?

Regards,

Varun Shoor

[acidbox]

Originally Posted by Varun [K]

There have been updates to the CVS build but I dont think it is due to SS, Did you have a look at points listed at: http://support.kayako.net/index.php?...barticleid=107 ?

Regards,

Varun Shoor

In my original post I stated that the Knowledgebase points don't apply to me.

[Varun Shoor]

Please email me a sample staff access to varun AT kayako.com and I will see if I can replicate it on my end.

Regards,

Varun Shoor

[aukesd]

Im experiencing the same problem.

Version: 3.00.32 (STABLE) - 19 Dec 2005 09:19 PM
PHP Version 4.4.2-0
Zend Optimizer v2.6.2
MYSQL 5.0.18
Apache 2.0

Im hosting this application on a

Debian 3.1 Sarge server

[aukesd]

After making a backup of my old installation Ive installed version:
Version: 3.00.33 (CVS) - 07 Mar 2006 01:11 AM
supportsuite.3.00.33.cvs.zendopen.tar.gz

This still does not fix the problem.

[acidbox]

Originally Posted by Varun [K]

Please email me a sample staff access to varun AT kayako.com and I will see if I can replicate it on my end.

Regards,

Varun Shoor

I've sent you the e-mail Varun. Thanks for your help in this matter.

[acidbox]

Varun,

Did you get my e-mail? Any updates for me as to why this might be? Is there any additional information that I could provide you?

[Neil-UKWSD]

Hi,

Varun is adding some session debug code to help trace the problem, one of the issues with the large number of sessions is with the WinApp not closing the Staff session it opens when you logout - Ryan is aware and it on the todo list for the WinApp.

All sessions eventually expire and will clear from the list, you can kill sessions from the AdminCP under the Diagnotstics menu option.

I would try closing all the sessions and so only the AdminCP session is left, then try logging into the WinApp.

Are you behind a firewall, Firewalls such as Norton will block the WinApp from accessing the net and will need configuring to allow access.

If your servers are also Firewalled (which they should be) try adding your systems IP to the whitelist, we found we had problems with LiveChat kicking us just to the Firewall blocking the connection.

[acidbox]

Originally Posted by Neil-UKWSD

Hi,

Varun is adding some session debug code to help trace the problem, one of the issues with the large number of sessions is with the WinApp not closing the Staff session it opens when you logout - Ryan is aware and it on the todo list for the WinApp.

All sessions eventually expire and will clear from the list, you can kill sessions from the AdminCP under the Diagnotstics menu option.

I would try closing all the sessions and so only the AdminCP session is left, then try logging into the WinApp.

Are you behind a firewall, Firewalls such as Norton will block the WinApp from accessing the net and will need configuring to allow access.

If your servers are also Firewalled (which they should be) try adding your systems IP to the whitelist, we found we had problems with LiveChat kicking us just to the Firewall blocking the connection.

If a firewall (both client and/or server) were the issue, I would have zero connectivity. The problem is not that I can't connect, its that I can't STAY connected. And somtimes, I can stay connected for several hours or longer. However, when the "Issue" starts, its continues forever. Maybe purging the stale sessions is the answer, I'll have to play around with it. But if it's coded right, regardless of how many sessions are open for a user or IP address, the program should be able to sort out which one it's supposed to be using (for both the WinAPP and the website).

Thanks for your updates and keep me posted on this!

[Neil-UKWSD]

Hi,

This wan't the case for our Firewall, we could connect fine sometimes for ages sometimes for short periods before getting booted.

By adding our IP's to the whitelist we have never been kicked since - at least not due to session expiry in the winapp, there does appear to be a glitch in the winapp where by it silently decideds to go offline which I did bring up with Ryan.

[acidbox]

Originally Posted by Neil-UKWSD

Hi,

This wan't the case for our Firewall, we could connect fine sometimes for ages sometimes for short periods before getting booted.

By adding our IP's to the whitelist we have never been kicked since - at least not due to session expiry in the winapp, there does appear to be a glitch in the winapp where by it silently decideds to go offline which I did bring up with Ryan.

Could this glitch in turn affect the web application? Because I get the session expired message here as well.

It just seems odd that this would happen ONLY for SupportSuite. We run quite a few other PHP applications that have both sessions and cookies with no problem.

[Neil-UKWSD]

Hi,

The glitch with the WinApp is it creates 2 sessions, a Winapp session and a Staf session. When you go offline it is supposed to kill both but it is leaving the staff session open.

The only way to see if this has been casuing issues is for Kayako to release a fixed Winapp and for us to kill all sessions from the AdminCP and see how things go with it closing the sessions.

[acidbox]

Originally Posted by Neil-UKWSD

Hi,

The glitch with the WinApp is it creates 2 sessions, a Winapp session and a Staf session. When you go offline it is supposed to kill both but it is leaving the staff session open.

The only way to see if this has been casuing issues is for Kayako to release a fixed Winapp and for us to kill all sessions from the AdminCP and see how things go with it closing the sessions.

Is there an ETA as to when this will be done? Our live support has been offline now for almost a week.