0
Not a bug

Session Timeout when sending Email Invitation

tehiota 3 years ago updated by Ben Burner 3 years ago 1

Our helpdesk agents stay logged in throughout the day and can create sessions and join sessions, but after some time, when they try to send an email link via the Invite tab, they're prompted to re-login again. This was noticed since upgrading from 5.x to 6.1.


To reproduce the problem:


  1. Login to Screen Connect
  2. Allow some time to pass (1 hr possibly) while using the product
  3. Create a new sessions, join the sessions (which verifies user hasn't timed out)
  4. For the session, choose Invite and Send-Email and when you try to send it, it will prompt to login again;
ConnectWise Control Version:
Server Affected:
Host Client Affected:
Guest Client Affected:

Answer

Answer
Not a bug

Good afternoon,


We updated the web.config in 6.0 to include the following default MailService.ashx location configuration section:


<location path="Services/MailService.ashx">

<appSettings>
<add key="MaxLongestTicketReissueIntervalSeconds" value="86400" />

<add key="MinAuthenticationFactorCount" value="0" />
<add key="RestrictToIPs" value="" />
<add key="BlockIPs" value="" />
</appSettings>

</location>


In short, the default MaxLongestTicketReissueIntervalSeconds value means your techs will need to re-authenticate after one day (86400 seconds) to use the mail service functionality.


That being said, if you have an on-premise installation of ScreenConnect, you can increase or decrease the mail service timeout to best suit your needs by either increasing or decreasing the associated MaxLongestTicketReissueIntervalSeconds key (see web.config snippet above).


If you're using a cloud-hosted instance of ScreenConnect and wish to alter the mail service MaxLongestTicketReissueIntervalSeconds value, please email extension@screenconnect.com for additional assistance.


Cheers,

Ben

Answer
Not a bug

Good afternoon,


We updated the web.config in 6.0 to include the following default MailService.ashx location configuration section:


<location path="Services/MailService.ashx">

<appSettings>
<add key="MaxLongestTicketReissueIntervalSeconds" value="86400" />

<add key="MinAuthenticationFactorCount" value="0" />
<add key="RestrictToIPs" value="" />
<add key="BlockIPs" value="" />
</appSettings>

</location>


In short, the default MaxLongestTicketReissueIntervalSeconds value means your techs will need to re-authenticate after one day (86400 seconds) to use the mail service functionality.


That being said, if you have an on-premise installation of ScreenConnect, you can increase or decrease the mail service timeout to best suit your needs by either increasing or decreasing the associated MaxLongestTicketReissueIntervalSeconds key (see web.config snippet above).


If you're using a cloud-hosted instance of ScreenConnect and wish to alter the mail service MaxLongestTicketReissueIntervalSeconds value, please email extension@screenconnect.com for additional assistance.


Cheers,

Ben