Technicians get randomly Logged out OR their Session's Expire while actively working in Track-It! 2018/2019

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Track-It!


    COMPONENT:

    Track-It! 2019 R2


    APPLIES TO:

    Track-It! 2018, Track-It! 2019



    PROBLEM:

    While actively working in Track-It! 2018/2019, the Technicians get randomly Logged out OR their Session's expire.
    In order to continue working, they need to Log back in.

    This is a huge problem as all the Unsaved Data is Lost when the Technicians get Logged out OR when the Session expires.


    CAUSE:

    Time zones are different on the application server and Database server.


    SOLUTION:

    This issue can occur if the Application and Database Servers are on Different Time Zones. Ideally, the Time Zone of the Application and Database Server should be independent of each other. This issue has been fixed in 20.19.03. If you are using an older version of Track-It! then please upgrade to the latest version of Track-It!.

    Workaround: Make sure that the Time Zone of the Application and Database Server is the same.

    If the issue is being experienced despite the Application and Database Servers being on the same Time Zone, please open a new support case and refer to Track-It! Defect number DRZOZ-19040 in the Subject line.
     


    Article Number:

    000170076


    Article Type:

    Solutions to a Product Problem



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