Logout Error on the Self-Service Console in the Web Tier

Document created by RSA Information Design and Development on Jun 13, 2017Last modified by RSA Information Design and Development on Jun 24, 2019
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If the web-tier server is more than 15 minutes out-of-sync with the associated instance, the user may see the following error when attempting to log out of the Self-Service Console:

“Error: Internal Server Error. The server encountered an unexpected condition, which prevented it from fulfilling your request.”

The system log states the following:

“Caused by: com.rsa. common.SystemException: Logout request exceeds the configured time window. The web tier time is not in sync with the biz-tier or a possible replay.”

The possible cause is a logout request that is outside of the allowable time window. To resolve this issue, do one of the following:

  • If the deployment does not have a Network Time Protocol (NTP) server, synchronize the web-tier server time to the associated instance.

  • If the deployment has an NTP server, synchronize the web-tier server to the NTP server.

The time zones do not need to be the same. For example, the web-tier server time can be 7:00 am (GMT), and the associated instance time can be 9:00 am (GMT + 2).

Related Concepts

Web-Tier Deployments