000015640 - Authentication Manager 7.1X and APP 3.0.X - SelfService login looping with 'Session Expired' on IE9 only

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000015640
Applies ToAuthentication Manager 7.1X and APP 3.0.X
Internet Explorer 9
All other browsers work properly (Firefox, IE8, Chrome)
IssueAuthentication Manager 7.1X and APP 3.0.X - SelfService login looping with "Session Expired"
When hitting https://<fqdn>:7004/console-selfservice, when trying to login, after accepting the certificate, a pop up appears stating "Session Expired", and then are redirected back to the login screen (i.e. a loop situation occurs).
CauseThere can be many causes of this, but they are typically plugin related
ResolutionIn this particular instance, the browser session was being started from a sharepoint site (home), and the sharepoint plugin for IE9 is enabled.
Disabling the sharepoint plugin, then starting the selfservice console session in a new tab with the sharepoint plugin disabled corrected the problem.
This can be caused by other plugins however.

To troubleshoot which plug in is causing the issue, do the following:

See if the issue is caused by an add-on, run Internet Explorer in "No Add-Ons" mode.

To do this:
Click Start, and then type Internet Explorer in the Start Search box.
Click Internet Explorer (No Add-Ons). Internet Explorer opens without add-ons, toolbars, or plug-ins.
Test Internet Explorer to verify that it works correctly.

If no errors occur, the problem is caused by one of the add-ons you're using with IE9.

Next, Windows 7 has the following two Internet Explorer troubleshooters:
Internet Explorer Performance
Internet Explorer Safety

So if turning plugins doesn?t isolate the problem, do the following:

Close all programs.
Click Start, and then click Control Panel.
Click Find and Fix Problems under System and Security.
Click View Allon the task pane on the left.
Click Internet Explorer Performance.
Click Next in the dialogue box.
The troubleshooter will run and fix all identified issues automatically. Click Close.
After you run the "Internet Explorer Performance" troubleshooter, start Internet Explorer to see whether the issue is fixed.

If the issue still occurs, run the ?Internet Explorer Safety? troubleshooter by using the same steps as mentioned earlier



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