Layton ServiceDesk - Troubleshooting - Your login has timed out or you have tried to access a page directly without logging in
From Layton Support
(Difference between revisions)
m (Jpainter moved page Layton ServiceDesk™ - Installation - Special Notes - Timeout Configuration (IIS) to Layton ServiceDesk™ - General Troubleshooting - Application Timeout: It wasn't really part of installation. This issue comes up after in...) |
(Added section "Antivirus Software") |
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__FORCETOC__ | __FORCETOC__ | ||
=Overview= | =Overview= | ||
| + | This article is a list of potential causes for a timeout situation, where the Analyst is timed out within seconds or minutes of logging in. | ||
| + | |||
| + | =Antivirus Software= | ||
| + | Antivirus software has been found to cause timeouts in some cases. Try disabling antivirus software on the Layton ServiceDesk server to see if the issue persists. If this resolves the issue, then you will need to white-list the Layton ServiceDesk application and IIS web services. The application is called ''LaytonServiceDesk.exe'' and is located here: | ||
| + | |||
| + | 64-Bit Systems: | ||
| + | |||
| + | C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\ | ||
| + | |||
| + | 32-Bit Systems: | ||
| + | |||
| + | C:\Program Files\Layton Technology\Layton ServiceDesk\ | ||
| + | |||
| + | =IIS-Related Configuration= | ||
IIS controls the timeout for web pages. If you are often logged out due to a timeout, it can extended to prevent premature timeout. | IIS controls the timeout for web pages. If you are often logged out due to a timeout, it can extended to prevent premature timeout. | ||
| − | =IIS 7 (Windows Server 2008)= | + | ==IIS 7 (Windows Server 2008)== |
#Open Internet Information Services Manager. | #Open Internet Information Services Manager. | ||
#Click ''Application Pools'' in the left-hand pane. | #Click ''Application Pools'' in the left-hand pane. | ||
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#Click the ''OK'' button, then close Internet Information Services Manager. | #Click the ''OK'' button, then close Internet Information Services Manager. | ||
| − | =IIS 6 (Windows Server 2003)= | + | ==IIS 6 (Windows Server 2003)== |
#Open Internet Information Services Manager. | #Open Internet Information Services Manager. | ||
#Get Properties on the ''LaytonServiceDesk'' virtual directory. | #Get Properties on the ''LaytonServiceDesk'' virtual directory. | ||
Revision as of 06:04, 6 May 2015
Contents |
Overview
This article is a list of potential causes for a timeout situation, where the Analyst is timed out within seconds or minutes of logging in.
Antivirus Software
Antivirus software has been found to cause timeouts in some cases. Try disabling antivirus software on the Layton ServiceDesk server to see if the issue persists. If this resolves the issue, then you will need to white-list the Layton ServiceDesk application and IIS web services. The application is called LaytonServiceDesk.exe and is located here:
64-Bit Systems:
C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\
32-Bit Systems:
C:\Program Files\Layton Technology\Layton ServiceDesk\
IIS-Related Configuration
IIS controls the timeout for web pages. If you are often logged out due to a timeout, it can extended to prevent premature timeout.
IIS 7 (Windows Server 2008)
- Open Internet Information Services Manager.
- Click Application Pools in the left-hand pane.
- Right-click LaytonServiceDeskAppPool in the center pane and select Advanced Settings...:
- In the section Process Model, change the Idle Time-out (minutes) value to the desired number of minutes
- Click the OK button, then close Internet Information Services Manager.
IIS 6 (Windows Server 2003)
- Open Internet Information Services Manager.
- Get Properties on the LaytonServiceDesk virtual directory.
- Click the Virtual Directory tab, then the Configuration button:
- Increase the timeout with these two settings:
- Click the OK button, then close the Properties and Internet Information Services Manager.
