Troubleshooting: Login Requires Several Attempts or Returns to the Username Prompt

Version Affected: All
 
 

Overview

Signing in to a realm can behave strangely in a couple of ways: clicking Submit appears to do nothing until it's clicked several times, or after selecting a second factor method, the login returns to the username prompt instead of continuing.

Cause

One possible reason for this behavior: incorrect Application Pool worker process settings. If the Application Pool is allowed more than one worker process, the session cookie doesn't always land on the same worker process that issued it, so the login attempt has to start over.

Resolution:

Limit the Application Pool to a single worker process:

1. Open IIS Manager and go to Application Pools.
2. Open the Application Pool the realm uses (typically .NET 4.5) and click Advanced Settings.
3. Make sure Maximum Worker Processes is set to 1.

Special Considerations

To spread load across more CPU instead of raising Maximum Worker Processes, add a separate Application Pool with identical settings and move some realms to it, rather than increasing the worker process count on the existing one.


 

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.