NetResults Tracker Knowledge Base Article
Sessions timing out automatically at a different time than session timeout value
Article ID  135
Article Type  Error Troubleshooting
Product  NetResults Tracker
Oldest Version  6.0.0
Newest Version  Latest Release
Publication Date  04/27/2006 04:13:38 PM
Last Updated  04/18/2019 10:42:19 AM
Warnings
None
Description
This article provides information to troubleshoot the issue where user sessions are timing out at an interval different than what is set in the Session Timeout for the workgroup application.

An Application Pool is set up for each workgroup application. The property "Worker Process Recycling" for Tracker workgroup application pools should be disabled. When this property is enabled with a certain number of minutes specified, the IIS worker process will shut down and close all ASP sessions. This has the effect of logging out all Tracker users (ending their sessions).

To check for and disable this property:

If you are using Version 6.0.0 or newer, use the steps below to check the recycling settings.

  1. Login to the Workgroup Management System (WMS)
  2. Click on the View icon to the left of the workgroup where this problem is occurring
  3. Scroll down to the IIS Application Section and check the field "App Pool Properties". All of the items in that list that start with "Recycle WP" should have a 0 for the value. If the value is something other than zero, proceed with the steps below to change the Application Pool settings. If all values for Recycle WP are 0, no further action needs to be taken. If all values for Recycle WP are already 0, skip to the section that describes other possible causes.
Change the Application Pool Settings in IIS 6.0:
  1. Launch IIS Manager
  2. Expand the left pane to show Application Pools (for the virtual web site where Tracker is installed).
  3. Under Application Pools, highlight the Application Pool for the workgroup (e.g. workgroupAppPool where "workgroup" is the name of the workgroup), right-click it and select Properties
  4. On the Recycling page (should be the default page which is shown, if not click the Recycling tab), make sure that all boxes are UNchecked (disabled). In general, you never want to recycle a worker process because doing so will kill all active ASP sessions (log every active Tracker user out).
  5. Click OK
  6. Restart IIS so the changes can take effect
Change the Application Pool Settings in IIS 7.0 or newer:
  1. Launch IIS Manager
  2. Click on Application Pools
  3. In the middle pane, click on the Application Pool for the workgroup (e.g. workgroupAppPool where "workgroup" is the name of the workgroup), right-click it and select Recycling (be sure to select "Recycling" and not "Recycle", which is higher on the list of options)
  4. On the Recycling page, make sure that all boxes are UNchecked (disabled). In general, you never want to recycle a worker process because doing so will kill all active ASP sessions (log every active Tracker user out).
  5. Click Next and be sure all boxes are UNchecked (disabled) on this page as well, then click Finish
  6. Restart IIS so the changes can take effect
If this does not fix the issue, then some other process on the web server may be triggering the recycling of this workgroup application pool. Whenever a recycling of app pool happens it is recorded in Application Event Log. Please check the Event Log to find which process is triggering the recycling.

The event logs will show which process (if any) is recycling (and why). This will help isolate which configuration change needs to be made to IIS to get it to stop recycling.

Workaround
None