ARERR 9201 - Start here

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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:

    Remedy AR System Server


    COMPONENT:

    AR System Server


    APPLIES TO:

    Midtier 8.x , Midtier 9.x



    PROBLEM:

    Why do they happen? 

    To keep track of sessions Mid-Tier uses session IDs. Every user that connects is assigned a session ID and through the duration of their session this stays the same. Every time Mid-Tier receives a HTTP request it runs a few checks, one of these checks is to determine if the HTTP session has a valid session ID. Mid-Tier checks if the session ID is present and if so, if it recognises the session. If both checks fail, Mid-Tier will return the 9201 error.

    There are a few reasons why this might happen:
    1. The session has expired due to a period of non-activity. A user might have left their browser window open for a period of time. The browser might open with saved session. But since there's a maximum time for the session it could have been expired. The max time can be increased via the Mid-Tier Config Tool if required.
    2. The session ID is sent as a cookie, which is part of the HTTP request. It could happen that the browser does not send this request so the Mid-Tier server receives a HTTP request without the session ID. 
    3. In a Loadbalancing situation, the session is not maintained against one midtier for its entire session.
     


    CAUSE:

    Loadbalancing Misconfiguration , incorrect session handling, Network conflict , Use of caching at the network layer


    SOLUTION:

    Troubleshooting tips

    1.  A good test for troubleshooting would be to request the customer to bypass the load balancer and confirm if customer still observes the problem.   See Article 000093643: ARERR 9201 Session timeout errors in a load balanced environment
    2.  Capture the error for further troubleshooting.

      a)  Enable the ARRESPONSEHOSTIP header.  
      Article 000106540:  How to troubleshoot whether a user is staying bound to a single Mid-tier for the life of the user's session (as required), in a loadbalanced environment?   
    b)  Enable Fiddler logging or the browser network capture functionality as well as detailed Midtier logs.  
    Fiddler logging:     Article 000132292:     How to capture a problem using Fiddler 
    Network Capture from the browser:     Article 000100250    How to capture network traffic using F12 (Developer Tools) when Fiddler is not an option
      
      Detailed Midtier logging:   Detailed midtier logging is set on the Log Settings panel of the Midtier Config tool    The logging should include the categories: Servlet, Performance, Internal.  Set the Log format to Detailed Text, and the Log Level to Fine.  
    Fiddler will record the error.    
    Items to check: 
      
      is the same session ID present on each request?  
    is the ARRESPONSEHOSTIP value the same for each request?  
    Does the JSESSIONID appear in the logs of more than one midtier?  
      

    Related Articles
    Article 000079240 -ARERR 9201 error occurs when you execute an action after a delay

    Article 000115841 -ARERR 9201 Session Timeout when user transitions to another window or Tab in the Mid Tier client which causes a License Release

    Article 000093643 -ARERR 9201 Session timeout errors in a loadbalanced environment

    Article 000089873 -ARERR 9201 related to proxy server redirection

    Article 000090841 -ARERR 9201 - After error is displayed, the desired behavior is to be rerouted to the login window.

    Article 000092474 -ARERR 9201 when accessing data on the Service Target tab of SLM Dashboards

    Article 000063928 -ARERR 9201-Midtier 7.6.04, after the session times-out and then login, the 9201 error message persists

    Article 000139292 -ARERR 9201 - false timeout when arsystem.securitytoken_enable=false

    Article 000166363
     -ARERR 9201 - Midtier page never loads at login- network capture shows ARERR 9201 

     


    Article Number:

    000130330


    Article Type:

    Solutions to a Product Problem



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