iPlanet session has been expired

We received this message twice over the weekend: {"error":"access_denied" ,"error_description":"iPlanet session has been expired." } while re-authenticating. It fixed itself after authenticating again.

Curious what it means as we generally try to keep our session alive 24/7.

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trep

authentication

websockets

rrto

rdp-api

Accepted answers

nawapoom.lohajarernvanich

@vikas.khurana

The error seems to cause by the expired refresh token (18 hours) The workaround is to perform authorization with user/pass instead.

The development team also look into this for permanent fix.

All comments

vikas.khurana

happened again today.

nick.zincone

Hi @vikas.khurana,

Does this happen only when you refresh your token? Does your token refresh properly? You mentioned it fixes itself - I’m not sure what that means.

Also, I assume your are connecting to ERT in Cloud?

Thanks.

vikas.khurana

Yea it happens upon trying to refresh the token. By "fixes itself" I mean we are able generate a new token then recreate the websocket session and are up and running again.

nick.zincone

Hi @vikas.khurana,

The error indicates your token has expired. I believe this is occurring due to a timing issue. Are you using the exact time provided in the "expires_in": 300 field to request for a new token? Initially, I found that most times I was able to refresh my token using this exact value (300 seconds), but periodically the timers don't fire in sync. I found that if I give a 10 second leeway, i.e. 290 seconds, it seems to consistently work. Give that a try.

vikas.khurana

i actually do it in half the expire time, so if comes back at 300 seconds I refresh it every 150 seconds. Whats interesting is the expire time was not always 300 seconds when the error happened. Here is a log of what happened up to the iPlanet error.

[LogTime: 05:33:25.166] Successfully Re-Authenticated. Token expires in: 300 seconds.

[LogTime: 05:35:55.594] Successfully Re-Authenticated. Token expires in: 300 seconds.

[LogTime: 05:38:26.204] Successfully Re-Authenticated. Token expires in: 300 seconds.

[LogTime: 05:40:56.670] Successfully Re-Authenticated. Token expires in: 138 seconds.

nick.zincone

Hi @vikas.khurana,

Can you provide logs showing the details? You didn’t clarify but are you setting the leeway by 10 seconds, that is 290 secs?

nick.zincone

Hi @vikas.khurana,

The best course of action is to open a support ticket on the https://my.refinitiv.com/ site. Given this will likely require troubleshooting on the server side, you will likely need to provide your Machine ID as part of your question. To open a ticket, click on the above link and do the following:

Click the "Get Support" button on the top right.
Select "Product and Content" and then click "I need help using the product".
From the Product drop list, choose: "Elektron Real Time in Cloud".
Provide your details - reference this question as well.

nawapoom.lohajarernvanich

@vikas.khurana

The error seems to cause by the expired refresh token (18 hours) The workaround is to perform authorization with user/pass instead.

The development team also look into this for permanent fix.

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