This documentation supports the 20.02 version of Remedy Action Request (AR) System.

To view an earlier version, select the version from the Product version menu.


Troubleshooting session related errors

To keep track of sessions, the mid tier uses session ID cookies. Every user that connects with the mid tier is assigned a session ID. A session ID remains the same for duration for the duration the user is connected with the mid tier.

The Mid tier runs a few checks when receiving an HTTP request. One of these checks is to determine if the HTTP session has a valid session ID. 

The Mid tier checks if the session ID is present or not. If the session ID is present and is recognized by the mid tier, the session ID is routed to the specific user. If the session ID is not present or is not recognized by the mid tier, a 9201 Session is invalid error is returned to the user.

A session time-out can occur due to following reasons:

  • Valid session timeout (90 minutes – default)
    When the user does not perform any activity in the browser window for the span of the session timeout interval.
  • The session ID is not sent as a cookie, which is part of the HTTP request. 
  • The load balancer does not direct the user to the same mid tier during the current session.
  • A non-administrator user logs into the mid tier in a browser window. If the user opens another browser tab, the session timer continues on the first browser tab even if an activity is in progress on the second browser tab.
  • A non-administrator user logs into the mid tier in a browser window. The user opens another browser tab and logs in again. In this case, the authentication through the first browser tab becomes invalid.

When a session times out, the license release depends on the mid tier version:

  • Version 9.1.04 and earlier — License is automatically released on a session time-out.
  • Version 9.1.04.002 — License is not released on a session time-out. 
  • Version 18.05 and later — License is not released on a session time-out.  However, on the next login, the previous session is logged out you log in to the new session. This prevents license release problem for a new session.

Symptoms


  • ARERR 9201 is displayed.
  • Seems to be random as user can work for a while but then gets the error.

Scope

All users can experience problem.

Resolution

Perform the following steps to troubleshoot the mid tier session related issues:

Step

Task

Description

1Try to bypass the load balancer

Bypass the load balancer and validate if the same problem occurs.

For example, The load balancer "examplelb" front ends two mid tiers, midtier1 and midtier2. These mid tiers are running Tomcat on HTTP port 8080.

When you access mid tier through the load balancer, the example URL is as follows:

http://examplelb/arsys/shared/login.jsp

When you directly access the mid tier, without load balancer, the example URL is as follows:

http://midtier1:8080/arsys/shared/login.jsp

For more information, see the knowledge article ARERR 9201 Session timeout errors in a loadbalanced environment .

2

Determine the frequency of the error


Analyze the following:

  • Does it happen at start up only? 
  • Does this occur after running for a predictable interval?
  • Does it affect all users or specific users?
  • Is there any specific action taken by user that triggers the error?
3

Enable logs and reproduce the problem.

The network capture records the error. Examine the requests and perform the following checks:

  • Is the same session ID present on each request?
  • Is the ARRESPONSEHOSTIP header value the same for each request?
  • Does the JSESSIONID appear in the logs of more than one mid tier?

In Remedy Mid Tier 19.08, logging surrounding the session has been enhanced to make it easier to troubleshoot. For more information, see Troubleshooting the ARERR 9201 error.

4.Disable the logging

To disable the logging, use similar steps as described in Enabling logs for Remedy Mid Tier troubleshooting.

Remember to disable the logs from each mid tier and AR System server for which logging was enabled.

6

Collect the logs

Copy the logs to another location where you can review them so that they do not get overwritten.

The logs may be large depending on volume of activity during the logging period.

Collecting mid tier and tracelogger logs

Zip up all the logs in the log location specified on the Log Settings page of Remedy Mid Tier Configuration Too. 
For Microsoft Windows, the default location is as follows:

C:\Program files\BMC Software\ARsystem\midtier\logs f

For Linux, the default location is as follows:

/opt/bmc/ARsystem/midtier/logs

Collecting Network capture

  • If the network is captured by Fiddler, provide the *.saz file.
  • If the network is captured by browser, provide the *.har file
7

Create a BMC Support Case

Collect and send logs and detailed information when creating a case with BMC Support:

  1. Provide the following information as part of your case:
    • Name of the user who performed the search
    • The search criteria used
    • Time when the problem occurred
    • Any error messages received
  2. Collect the logs.
    • Zip each mid tier log set.
    • Zip each AR System server log set.
    • Zip the network capture file. (*.har or *.saz file)
  3. Attach the zip file to your case. You can attach zip files upto 2 GB. You can also upload the files on FTP.
    For more information, see How to use BMC's Managed File Transfer (MFT) to send log files to BMC Support to comply with GDPR policies. 
8Analyze the logs

You can review the logs and identify error messages or behaviors.

Use the table below to troubleshoot based on your symptoms and error messages.

After you determine a specific symptom or error message, use the following table to identify the solution:

SymptomWhereActionReference

ARERR 9201 occurs when you perform an action after a delay

Mid tier 9.x or later

Check the Session Timeout Interval on the General Settings page of Remedy Mid Tier Configuration Tool

If the problem is specific to one user, then check the user's AR System User Preference record.

See the knowledge article ARERR 9201 error occurs when you execute an action after a delay

ARERR 9201 Session Timeout

When user transitions to another browser tab causes a license release

Mid tier 8.1.02Upgrade the mid tier to version 9.1 or later.Knowledge article: ARERR 9201 Session Timeout when user transitions to another window or Tab in the Mid Tier client which causes a License Release
ARERR 9201 related to proxy server redirectionMid tier 9.x or laterConfigure load balancer to use a Cookie based session affinity rather than IP.

See the knowledge article ARERR 9201 related to proxy server redirection


ARERR 9201- Mid tier page does not load. Network capture shows 9201 error.Only specific users

This might cause because of the high value in the Session Timeout in Minutes field on the AR System User Preference record for the specific user.

Perform the following steps to resolve the issue:

  1. Open the AR System User Preference form.
  2. Search for the user's login ID.
  3. Go to the Web tab of the record.
  4. Remove the value from the Session Timeout in Minutes field or change it to a lower number.
    We recommend to keep the value lower than 322122. Anything higher might cause the mid tier to see the session time-out as 0 minutes.

See the Knowledge article Session Timeout in Minutes field on the AR System User Preference form/Web tab was set to an excessively high number


Related topic

Troubleshooting Remedy Mid Tier




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