How to prevent getting ARERR 9201 & ARERR 9508 error intermittently on AR System Midtier integrated with RSSO 9.1

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How to prevent getting ARERR 9201 & ARERR 9508 error intermittently on AR System Midtier integrated with RSSO 9.1
How to prevent getting ARERR 9201 & ARERR 9508 error intermittently on AR system Midtier integrated with RSSO 9.1
Remedy AR System Server
AR System Mid Tier
BMC Remedy AR System midtier verison 9.1.x and RSSO 9.1 SP1
How to prevent getting ARERR 9201 & ARERR 9508 error intermittently on Midtier integrated with RSSO 9.1.
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

  1. Install or apply latest versions of MidTier and RSSO, both of which include recent fixes, some of which are required for the settings mentioned below. At a minimum, MidTier version 9.1 SP3 (9.1 SP4 required for additional fixes mentioned below) & RSSO version 9.1 SP1
  2. Increase RSSO server session timeout to 7 days.
    1. Login to RSSO server admin console
    2. On ‘General > Basic’ tab, change Max Session Timeout to 7 days
  3. On each MidTier system, perform or confirm the following:
  1. Edit <MIDTIER_HOME>/WEB-INF/web.xml, add following xml snippet before the first existing <listener> element:
    <listener>
       <listener-class>com.bmc.rsso.agent.RSSOListener</listener-class>
    </listener>
  2. Edit <MIDTIER_HOME>/WEB-INF/classes/rsso-agent.properties, add following string at the end of existing ‘excluded-url-pattern’ property value
        |/shared/FileUpload.jar|/BackChannel.*|/servlet/LicenseReleaseServlet.*|/servlet/ReportServlet.*
  3. Restart MidTier tomcat server
The above settings will resolve several issues, most of which (but not all) are authentication and session timeout errors in some known scenarios. However, there are still some unique and uncommon scenarios that can cause these types of errors to occur in some cases. The following defects have been fixed in the Midtier 9.1 SP4 release (9.1.04), to address most of these cases, or provide better notification to end users to prevent these scenarios from occurring:
SW00525906 - Mid-tier doesn't warn users that their session is about to timeout leading to 9201 and 623 errors.
Based on the Session Timeout setting, Mid-tier will now give the user an automatic warning message that appears letting them know that their session will time out in x number of minutes and to "click here" to continue the session. This allows users to extend their session, instead of having it time out without them knowing.
SW00525908 - Tables that refresh on interval (with no user interaction) keep the MidTier session from timing out
When MT issues a BackChannel request for a table “refresh interval” (either active link, or table preference), MT will no longer keep the user’s session alive, since these are not user activated requests. This will keep MT sessions from staying alive when users leave their browser open on a form that has one of these refresh intervals (which eventually lead to 623 errors because the RSSO session times out)
SW00527600 - Prevent IE 11 from issuing browserConfig.xml request
If using IE11, it will periodically issue a “/browserConfig.xml” request on its own. This is an IE11 “feature” that can cause confusion with load balancers, and cause them to “bounce” requests between MidTier nodes (bypassing the “sticky bit” or F5 “One Connect Profile”), and therefore cause Session Timeouts in MidTier. As per the Microsoft documentation , MidTier has now added the following element to its pages, to prevent this from occurring:
<meta name="msapplication-config" content="none”/ >
 
Other considerations if using a load balancer (to distribute load to multiple MidTier’s):
  • Make sure the load balancer is configured to use “sticky bit”, so that each browser session’s requests are distributed to the same MidTier node behind the LB.
  • If running F5 LoadBalancer make sure the One Connect Profile setting in place.
    (The concept here is to load balance on HTTP request, not TCP connection)
Remedy AR System Server
AR System Mid Tier
BMC Remedy AR System midtier verison 9.1.x and RSSO 9.1 SP1
Remedy AR System Server
AR System Mid Tier
BMC Remedy AR System midtier verison 9.1.x and RSSO 9.1 SP1
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