Unable to logon to Hornbill

[Adrian Simpkins]

Good morning, 

Myself and all users are getting an error when trying to logon via SSO:

Protocol Error: URL Parser: The URL must include a protocol specifier (http or https). URL: null

Can you advise further please?

Many thanks

Adrian

[Daniel]

same problem here

[Daniel]

@Adrian Simpkins try again please, it's working on my instance now

Daniel

[Adrian Simpkins]

Hi Daniel, still the same:

 

Protocol Error: URL Parser: The URL must include a protocol specifier (http or https). URL: null

[Keith Stevenson]

@Adrian Simpkins
Thanks for the post. Can you confirm if the issue still occurs if you clear all cookies? 

Kind Regards

Hornbill cloud Team 

[Adrian Simpkins]

Hi Keith - just cleared down cookies, restarted browser but still same error message showing

thanks !

[Met]

We also have the same problem 

[Philip Hanlon]

We are also affected

[Keith Stevenson]

@Adrian Simpkins
We are unable to see any errors, however we would like to try a couple of tests but need more instant feedbaclk. Are you available for a remote teams session? 

Kind Regards

[Adrian Simpkins]

Hi Keith 

Yes I am available now

Thanks

[Keith Stevenson]

@Adrian Simpkins
Excellent . Have sent you a teams link via private message

Kind Regards

[Met]

A hard refresh seems to have worked for some users, but not ideal asking 3500 people to do that. 

[Keith Stevenson]

@Met
Thanks for the feedback. When you say a hard refresh can you clarify, as Clearing cookies didnt seem enough for others. 

Kind Regards

[Met]

They just did ctrl + F5

[Keith Stevenson]

All,

Thanks for the replies and Teams meetings. We have identified a possible cause (Origin Header for some requests being NULL) which could account for the issue. We are working on a patch ASAP.  This issue appears to be effecting only a small percentage of machines at any given site and some of those effected have managed to overcome the issue by clearing cookies or a Ctrl+F5 refresh. 

WE will provide an update at 10AM on the Patch status if not before. 

Kind Regards

 

[Mosh]

Can confirm refreshing the page has got past the error screen for me and a few others. 

 

[PeterL]

[Adrian Simpkins]

I have tried the refresh on the error page trick and it has worked for me as well but of course this will be hard to communicate to all users !

[Gerry]

Et'Al,

The error we are seeing is only impacting a very small number of customers, and within those customers only a very small number of users.  We can see the symptom in the error, the essence of which is a check on  the browsers Origin header for a value which is expected to be a domain, we are getting the value "null" which apparently is something browsers do, and we do not handle this condition which causes the error you see in the browser to be thrown.  So while we can handle that exception and not throw the error, we are not at all sure that the cause its self will be resolved.   So for now we are not going to hot-fix, we are going to spend a little more time trying to understand the cause, and not try to treat the symptom just yet, simply on the basis that the hot-fix might handle the error (the symptom) but the cause may well still be present.   

As part of yesterdays update we have changed the encryption keys that are used to create the ESPSessionState and CSRFToken cookies when logging into Hornbill. This means those cookies will be invalid for anyone who left their browser open and logged in over night.   We did take care of clearing down those cookies if invalid, which is why most customers are not seeing the issue, what we do not understand is why a few individual users are seeing the specific error that has been reported. 

If there is any more useful information to be had, we would appreciate you posting or letting our support team know, the more information we have the better we are able to understand. 

If there is anyone else reading this who is still unable to log in, please contact support or post here, we are on standby to help, and it should be a simple case of a Ctrl-F5/Browser restart to get you going again/ 

Thanks

Gerry
 

[Mosh]

Hi @Gerry I have a user that is still unable to log into Hornbill. I've attached an image of the error he's getting which is different to the  error other's have seen. He's tried all the previously suggested fixes (refreshing and deleting cookies). He's also tried different browsers.
 

[Gerry]

@Mosh

this may not be related at all, that looks different as you say, I will ask our support team to reach out to see whats up. 

Gerry

[Mhari Lindsay]

this is the same message a few of our staff are getting, others can access fine. its only affecting one team within our service.

[Deen]

@Mhari Lindsay I take it the affected users have tried completely refreshing their browser cache, or tried an alternative browser?

[Mhari Lindsay]

Yes but with no success. 

[Gerry]

@Mhari Lindsay

Is this effecting all users, or some users?

 

Gerry