Board restarts after a short while

Jan Pettersen · 2024-10-11T09:19:37+00:00

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Hello, In our organization we experience that users are kicked out of Board after a short period. It can be both when Board is not in use, and when we are working in a capsule. Board restart and we are thrown out of the capsule/ screen we are in and Board sends us back to the main page in Board. Does anyone have a solution to this so that one is not kicked out of the Board?
Br, Jan

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Helmut Heimann

Hi @Jan Pettersen ,

what version of Board are you running?
What platform are you on - cloud or onPrem?

Best,
Helmut

We have the version 12.6.0.2.88217 and we are on the cloud platform

Sergi Fernández

Hello,

We have also experienced this issue for a long time. It's happened through several versions of Board 12 and 14, and we have experienced it in different clients. I looked a bit into it, but I didn't find any CPU or RAM surges during the log-out issue, and we didn't have network issues either, so I'm still unsure about the cause.

What's for sure that this is a problem that should be looked into and fixed, as it's randomly logging out the users, making them lose any unsaved work and open Board tabs.

Thank you,
Best regards,

Maik Burghardt

Hi, same here.

The challenge for me is that there is no warning (v.12.5) you will be logged out.

When I worked on a screen and made changes - then get logged out - the screen is logged by myself. So I need to log out again to release the screen log.

A solution would be really good.

maik

Helmut Heimann

Hi @Sergi Fernández , hi @Maik Burghardt ,

then I'd suggest you'd open a ticket with our support to look into those issues.

Best,
Helmut

Hello,

We encountered a similar issue with an on premise platform.

The issue was caused by the "content security policy" header of the "SilentRefreshFrame" which is used to prevent malicious code execution, but which actually prevented the authentification token refresh.

If you want to check, you can use the developper tools in chrome, then go to the "Network tab" and record the logs. Afterward, connect to your Board instance and check the headers of the "SilentRefreshFrame" page.

If you do not see the url of your board instance, this could cause this page to become blocked by your browser, which in turn prevents refresh of the authentification token, and ultimately to timeout after 16 minutes.

Best regards,

Sergi Fernández

https://community.board.com/discussion/comment/18711#Comment_18711

Hi Yves,

In our case, I don't see any "SilentRefreshFrame" in the network tab with the same settings you're showing. Should this be present in all Board instances? Does it depend on the browser or some settings?

Thank you for helping,
Best regards,

Timur I

Hi all,

We have the same problem on-premise 14 version. Please help.

Sergi Fernández

Hi @Timur I, which version are you using?

In revision 14.1.0.1.233740 from 29 Oct, there's this fix for a sign-out issue when working on multiple tabs.
I still have to test if this totally fixes the issue for us or not, but I'm sure it'll be of help and at least, it won't happen as often.

Timur I

Thank you. We have version 14.1.0.1.223765.

We also noticed that changing <LockWriteTimeoutSecs>600</LockWriteTimeoutSecs> in BoardEngineParams to bigger value solves the problem.