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Remedy AR System Server
AR System Server
Midtier 8.x , Midtier 9.x
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.
Loadbalancing Misconfiguration , incorrect session handling, Network conflict , Use of caching at the network layer
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.
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
Fiddler will record the error.
Items to check:
is the ARRESPONSEHOSTIP value the same for each request?
Does the JSESSIONID appear in the logs of more than one midtier?
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