Reauthenticate issue

[Stuart Torres-Catmur]

Hi, I've had an issue reported by colleagues working for an organisation external from us.  They access Hornbill using Direct Login method.  Internally we access via SSO.

Since last week, once they have successfully logged in, they immediately get the attached Session Expired notice.  The colleague I checked with has cleared their Edge browser history (all time, everything except passwords checked) and this made no difference.  Choosing either option makes no difference, the message simply reappears.

 

Could it be linked to this change

[Keith Stevenson]

@Stuart Torres-Catmur
Thanks for the post. We have been able to replicate this issue by blocking websockets between user and server.  This would suggest that there is something on either the users machine or a firewall between the user and internet that is blocking web sockets.  The complete list of ports\protocols and URLs needed for Hornbill is below

https://docs.hornbill.com/hornbill-cloud/firewall-ips-ports

Kind Regards

Hornbill Cloud Team 

[Stuart Torres-Catmur]

Thanks Keith.  We are following this up with the user's network provider.

[Stuart Torres-Catmur]

Hi Keith

This was resolved when the user's network provider whitelisted the relevant URLs from hornbill site documentation on their firewall.

Thanks for pointing us in the right direction.

Kind regards

Stuart