Frequent "Logout requested by system" While Working

[amr]

Good morning everyone,

We currently are on Horizon 8 2306 with 2306.1 UAGs. We have 1 user in particular who appears to constantly be disconnected while working remotely on a Macbook. User is on the latest Horizon Client at the time of writing this. We have ~500 other users who do not have this issue as it seems to be unique to this particular one.

The Horizon logs show the users was logged off by the UAG due to being inactive, which is something we expect since we have our timeout on our load balancers to 120 minutes. However, said user is getting kicked off sometimes every 1-10 minutes while working. There is no pattern or frequency to note.

We have engaged support and have taken logs and are trying to get the users to use a Windows device and another network to see if this is related to them locally.

Has anyone had this issue before?

[Joseph Graziano]

Are they using the same version of the Horizon client as other users? If you have HTML access enabled are they able to try that and does it disconnect from that as well?

[Rob Ryan]

might also check and see if they have any of the newer privacy options Apple has introduced lately like Private Relay have been activated on the user's macbook -- if they're jumping ip's or trying to proxy through multiple layers that could cause issues.

[Clifford O'Rourke]

When you say the user is on the latest Horizon Client for Mac, can you specify the version please?

Do they see the same issue if using an older Client?

Edited May 30 by Clifford O Rourke

[amr]

16 minutes ago, Joe Graziano said:

Are they using the same version of the Horizon client as other users? If you have HTML access enabled are they able to try that and does it disconnect from that as well?

Hey Joe,

Yes, we have multiple people using 8.12.2 (including myself) with no issue. We have also reached out to the user to try HTML rather than the Client.

[amr]

7 minutes ago, Rob Ryan said:

might also check and see if they have any of the newer privacy options Apple has introduced lately like Private Relay have been activated on the user's macbook -- if they're jumping ip's or trying to proxy through multiple layers that could cause issues.

Hey Rob,

Now this could be something very interesting that we will look into. I do not have a good working knowledge of Macs so this is absolutely something we will look at.

[amr]

3 minutes ago, Clifford O Rourke said:

When you say the user is on the latest Horizon Client for Mac, can you specify the version please?

Do they see the same issue if using an older Client?

Sure, they are on 8.12.2. I believe this issue was persistent on older versions.

[Clifford O'Rourke]

Latest Mac version is 2312.1 , any chance they could uninstall it and install the 2309 Client and see if that has any impact?

Although it sounds more of a network related issue.

Edited May 30 by Clifford O Rourke

[Clifford O'Rourke]

Also, do you have the SR number for this?

[amr]

We dug into this more with the user. It is happening on PC and Mac but only when he is at his work location in another state. When he is at his home base in a 2nd state, there is no issue.

Likely seems issues are related to this other work location.

[Joe Bova]

It looks like no real solution was found so any additional insight would be welcome.

We recent upgraded to Horizon 8 (most current build) from 7.13  and implement UAGs (previous secure gateways) as well as SSO (we had to move from Radius to SSO for MFA since we moved from Symantec VIP to MS Authenticator) with the upgrade. Prior to the change, no problem, now we have users getting the logged out by system often. It seems to be only off-site (UAG proxied) sessions that are impacted. I know that's a lot to change all at once - not my decision :-).

I would also be curious how wide spread this is or if its unique to a small number of installations.

-Joe

[amr]

On 10/6/2024 at 6:48 AM, Joe Bova said:

It looks like no real solution was found so any additional insight would be welcome.

We recent upgraded to Horizon 8 (most current build) from 7.13  and implement UAGs (previous secure gateways) as well as SSO (we had to move from Radius to SSO for MFA since we moved from Symantec VIP to MS Authenticator) with the upgrade. Prior to the change, no problem, now we have users getting the logged out by system often. It seems to be only off-site (UAG proxied) sessions that are impacted. I know that's a lot to change all at once - not my decision :-).

I would also be curious how wide spread this is or if its unique to a small number of installations.

-Joe

Do you have a length of time this occurs at? Ours seem to be at the 10hr mark, only external users.

[Niels Geursen]

@amr
 

In the global setting there is a setting called Forcibly Disconnect Users. By default this is set to 10hr. Maybe this could cause the issue.

We have seen that even that the user is active the session is disconnected after 10hr.

[amr]

4 hours ago, Niels Geursen said:

@amr
 

In the global setting there is a setting called Forcibly Disconnect Users. By default this is set to 10hr. Maybe this could cause the issue.

We have seen that even that the user is active the session is disconnected after 10hr.

Hey @Niels Geursen!

 

So it turns out it was UAG setting for session time out. I saw this setting numerous times and it was misleading because it isn't under the Horizon settings but rather the UAG system settings. It is also in milliseconds and the default is 10 hours. We didn't have the setting turned on in the view console to for disconnected.