Adrian Simpkins Posted July 14, 2023 Share Posted July 14, 2023 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 Link to comment Share on other sites More sharing options...
Daniel Posted July 14, 2023 Share Posted July 14, 2023 same problem here 1 Link to comment Share on other sites More sharing options...
Daniel Posted July 14, 2023 Share Posted July 14, 2023 @Adrian Simpkins try again please, it's working on my instance now Daniel 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 14, 2023 Author Share Posted July 14, 2023 Hi Daniel, still the same: Protocol Error: URL Parser: The URL must include a protocol specifier (http or https). URL: null Link to comment Share on other sites More sharing options...
Keith Stevenson Posted July 14, 2023 Share Posted July 14, 2023 @Adrian Simpkins Thanks for the post. Can you confirm if the issue still occurs if you clear all cookies? Kind Regards Hornbill cloud Team 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 14, 2023 Author Share Posted July 14, 2023 Hi Keith - just cleared down cookies, restarted browser but still same error message showing thanks ! Link to comment Share on other sites More sharing options...
Met Posted July 14, 2023 Share Posted July 14, 2023 We also have the same problem 2 Link to comment Share on other sites More sharing options...
Philip Hanlon Posted July 14, 2023 Share Posted July 14, 2023 We are also affected Link to comment Share on other sites More sharing options...
Keith Stevenson Posted July 14, 2023 Share Posted July 14, 2023 @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 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 14, 2023 Author Share Posted July 14, 2023 Hi Keith Yes I am available now Thanks Link to comment Share on other sites More sharing options...
Keith Stevenson Posted July 14, 2023 Share Posted July 14, 2023 @Adrian Simpkins Excellent . Have sent you a teams link via private message Kind Regards Link to comment Share on other sites More sharing options...
Met Posted July 14, 2023 Share Posted July 14, 2023 A hard refresh seems to have worked for some users, but not ideal asking 3500 people to do that. 1 Link to comment Share on other sites More sharing options...
Keith Stevenson Posted July 14, 2023 Share Posted July 14, 2023 @Met Thanks for the feedback. When you say a hard refresh can you clarify, as Clearing cookies didnt seem enough for others. Kind Regards Link to comment Share on other sites More sharing options...
Met Posted July 14, 2023 Share Posted July 14, 2023 They just did ctrl + F5 1 Link to comment Share on other sites More sharing options...
Keith Stevenson Posted July 14, 2023 Share Posted July 14, 2023 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 1 Link to comment Share on other sites More sharing options...
Mosh Posted July 14, 2023 Share Posted July 14, 2023 Can confirm refreshing the page has got past the error screen for me and a few others. 2 Link to comment Share on other sites More sharing options...
PeterL Posted July 14, 2023 Share Posted July 14, 2023 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 14, 2023 Author Share Posted July 14, 2023 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 ! Link to comment Share on other sites More sharing options...
Gerry Posted July 14, 2023 Share Posted July 14, 2023 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 Link to comment Share on other sites More sharing options...
Mosh Posted July 14, 2023 Share Posted July 14, 2023 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. Link to comment Share on other sites More sharing options...
Gerry Posted July 14, 2023 Share Posted July 14, 2023 @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 1 Link to comment Share on other sites More sharing options...
Mhari Lindsay Posted July 14, 2023 Share Posted July 14, 2023 this is the same message a few of our staff are getting, others can access fine. its only affecting one team within our service. Link to comment Share on other sites More sharing options...
Deen Posted July 14, 2023 Share Posted July 14, 2023 @Mhari Lindsay I take it the affected users have tried completely refreshing their browser cache, or tried an alternative browser? Link to comment Share on other sites More sharing options...
Mhari Lindsay Posted July 14, 2023 Share Posted July 14, 2023 Yes but with no success. Link to comment Share on other sites More sharing options...
Gerry Posted July 14, 2023 Share Posted July 14, 2023 @Mhari Lindsay Is this effecting all users, or some users? Gerry Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now