Customer Portal Sessions Time Out Before Configured Timeout Period

Knowledgebase version 8.3.2

User sessions within the KB Admin Control Panel or the Customer Portal are timing out earlier than the configured timeout period when Customer or Client portals in IIS are not configured to use ASP.net version 1.1.4322.

The Customer Portal and KB Admin Control Panel are configured to use ASPNET v.1.1.4322 within IIS on the Application Server. If the ASP.NET version is not set to the correct version, sessions can time out prior to the configured time out period.

By correcting the ASPNET version to v1.1.4322 for the KB Admin Control Panel and the Customer Portals and leaving the Web Search Service at v2.0.50727 within the IIS settings, you can eliminate the premature timeouts.

1. Log into the Application Server with administrators credentials.
2. Access Computer Management.
3. Open the Internet Information Services (IIS) Manager.
4. Expand the Web Sites folder.
5. Right click on the site for your Admin Panel (the default name is Client Portal), and click Properties:

            
   

6. Click the ASP.NET tab.
7. Ensure that the ASP.NET version is 1.1.4322. 

          

8. Click Apply

Users accessing the KB Admin Control Panel or Customer Portal.

This article specifically relates to consistent session timeouts occurring earlier than the configured timeout per IIS when Client and Customer portals are configured to use an ASP.NET version other than 1.1.4322. 

Please note: The most commonly seen cause is the misconfiguration of the ASP.NET version for the Client Portal and Customer Portal sites in IIS, but there are various issues that may affect session time out behavior. If you continue to see this behavior after adjusting the ASP.NET version please contact our Support team.

If you continue to encounter this issue after performing these steps, please contact our Support team at 877-373-7848 or via email at cimsupport@moxiesoft.com