Logout Error on the Self-Service Console in the Web Tier
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
Related Articles
Self-Service Console Returns Error 404 Not Found When Accessed via Web-Tier in RSA Authentication Manager 8.x Number of Views Resyncing RSA SecurID tokens using RSA Authentication Manager 8.1 Self-Service Console Number of Views How to display an iPhone picture in Self-Service console for iphone2.x token distribution - AM Number of Views Self-Service and Provisioning Number of Views RSA Authentication Manager 8.2 Planning Guide Number of Views
Trending Articles
Downloading RSA Authentication Manager license files or RSA Software token seed records RSA MFA Agent 2.3.6 for Microsoft Windows Installation and Administration Guide Quick Setup Guide - Passwordless Authentication in Windows MFA Agent for Active Directory Mandatory Certificate Upgrade Required by 6th October 2025 for RSA MFA Agent for PAM, RSA MFA Agent for Apache, and Third … RSA Authentication Manager 8.9 Release Notes (January 2026)
