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Hello all,
I have On-Prem Version 2024.1.0.1052 currently. We are having issues where some of our admins will get kicked out of the Web Console Session due to time out and won't be allowed back in for a decent amount of time. Has anyone seen that? Any ideas to fix?
It's new to me. But in addition to Raymond's question, when you try to login do you see any error message during this time.
I'd also test using incognito or different browser to test just in case whether it makes a different or not, if required.
Zafer
From the user cases it just gives an incorrect username/password alert even though the log in is correct. They have tested incognito and another browser but that did not work.
From the cases I have the report from they have said. " I can't get in until the next day".
.jfif)
Hello Dylan Barnes,
Thank you for posting on SOTI Pulse.
The MobiControl Web Console has a default inactivity timeout of 60 minutes. Once that threshold is reached, the session ends and users are prompted to log in again.
We understand that in your case, some users are seeing an "incorrect username/password" error even when the credentials are correct and are unable to log in until the next day. We'd like to investigate this further.
To help narrow down the root cause, could you please clarify the following:
We appreciate your effort in reporting this.
Warm regards,
KTMOD
Hello KTMOD,
1. The behavior is consistently reproducible for the same 2 admin users.
2.It does occur immediately after the timeout
3. We do not rest their password as it is an LDAP account
4. Yes, it is observed from all browsers
5. LDAP authentication is what we are using, local does not have the issue.
Hello Dylan Barnes,
Thank you for the additional details.
Since the issue is limited to specific LDAP-authenticated admin users, and it occurs immediately after session timeout across all browsers, this suggests a potential token/session caching or LDAP session token issue—rather than a browser or Web Console configuration problem.
Here are a few next steps and considerations:
1.Check Session Caching or Token Persistence on the LDAP Server:
It's possible that stale or expired tokens are being cached, preventing proper re-authentication after timeout. Review your LDAP server logs or session timeout policies, especially for those two users.
2.Clear Local Web Session Cache:
Although you've tested across browsers and incognito mode, try manually clearing cache/session storage on the affected users’ machines just to rule out any persistent browser-level issues.
3.Review MobiControl Logs for Authentication Errors:
On the MobiControl server, you can review logs under:
C:\ProgramData\SOTI\MobiControl
Specifically:
ManagementService.log
LoginAudit.log : Look for any authentication exceptions or LDAP handshake failures.
4.Create Temporary Local Accounts as a Workaround:
Until the root cause is isolated, you may consider assigning temporary local admin accounts for those users if the login disruption is blocking business operations.
Next Step:
Since this appears to involve LDAP integration and server is On-Prem, we kindly recommend opening a Support Ticket with SOTI so we can investigate further, collect logs, and validate your configuration in detail.
You can submit a ticket here: log a case
Please let us know if you have any questions. We’ll be happy to assist further.
Warm regards,
KTMOD
