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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">From the desk of Dani Bundy –
<o:p></o:p></span></p>
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<p class="MsoNormal"><b>From:</b> Dani Bundy <br>
<b>Sent:</b> Friday, August 6, 2021 9:59 PM<br>
<b>Subject:</b> UPDATE - ctcLink Login Issues and Fixes <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Good evening, <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Providing some additional updates that have been addressed to the open ctcLink login issues.<span style="font-size:12.0pt;font-family:"Segoe UI Light",sans-serif;color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-top:9.0pt;line-height:16.0pt;text-autospace:none">
<span style="font-family:"Franklin Gothic Medium",sans-serif;color:#0071CE">Spinning wheel at the login page</span><span style="font-size:12.0pt;font-family:"Franklin Gothic Medium",sans-serif;color:#0071CE"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-1.0in">Issue: Users get hung up in the login process.<o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-1.0in;background:white">
<span style="color:black">Cause: Random callback loops (automatic actions based on code), possibly related to session cookie naming conflicts between load balancers (the method of distributing incoming application traffic).</span><o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-1.0in">Status:
<span style="color:black">Actively investigating and working with Okta Support to determine the issue. </span><o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.25in;text-indent:-.25in;background:white">
<span style="font-family:Symbol;color:#1F497D">·</span><span style="font-size:7.0pt;font-family:"Times New Roman",serif;color:#1F497D">
</span><span style="color:black">Logs are indicating " RESULT="DENY" REASON="INVALID_AUTHCOOKIE"</span><o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.25in;text-indent:-.25in;background:white">
<span style="font-family:Symbol;color:#1F497D">·</span><span style="font-size:7.0pt;font-family:"Times New Roman",serif;color:#1F497D">
</span><span style="color:black">It appears users are moving between worker cluster nodes during a session, resulting in a session cookie being invalid. This results in a user going into a loop or being logged out of a session.</span><o:p></o:p></p>
<p class="xxxxmsolistparagraph" style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:1.0in;margin-bottom:.0001pt;text-indent:-1.0in;background:white">
<b><span style="color:black">UPDATED Fix:</span></b><span style="color:black"> </span><b>A temporary solution has been put into place to stop the spinning wheel at login. We are still investigating the root cause for a permanent fix.
<o:p></o:p></b></p>
<p class="xxxxmsolistparagraph" style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:1.25in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l0 level1 lfo1;background:white">
<![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><b>If users are still experiencing the spinning wheel at the login, please let us know by providing a timestamp and the user ID that is having this issue.<o:p></o:p></b></p>
<p class="MsoNormal" style="margin-top:9.0pt;line-height:16.0pt;text-autospace:none">
<span style="font-family:"Franklin Gothic Medium",sans-serif;color:#0071CE">User getting caught in mobile view</span><span style="font-size:12.0pt;font-family:"Franklin Gothic Medium",sans-serif;color:#0071CE"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-1.0in">Issue: User cookies from the HCX Mobile app are being picked up in the Okta gateway portal. Staff can't get back to the gateway portal once this happens.<o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-1.0in;background:white">
<span style="color:black">Cause: An HCX HighPoint mobile cookie has been identified as the root cause.</span><o:p></o:p></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-1.0in;background:white">
<span style="color:black">Status: We are testing a fix which removes the urltest cookie when a user logs out.</span><o:p></o:p></p>
<p class="xxxxmsolistparagraph" style="margin-left:1.0in;text-indent:-1.0in;background:white">
<b><span style="color:black">UPDATED Fix: : </span>A temporary solution has been put into place with a new HCX HighPoint mobile logout page (see image below). This has been created to remove the HCX cookie and allows the user to proceed back to the HCX mobile
springboard or close their browser tab. If the user closes the browser tab, they will be able to login to the gateway portal without being redirected back to the mobile view.
<o:p></o:p></b></p>
<p class="xxxxmsolistparagraph" style="margin-left:1.0in;text-indent:-1.0in;page-break-after:avoid;background:white">
<span style="color:black"> <img width="505" height="195" style="width:5.2604in;height:2.0312in" id="x_Picture_x0020_1" src="cid:image001.png@01D78CED.797AFCC0"></span><o:p></o:p></p>
<p class="MsoCaption">Figure 1 High Point mobile logout page. Showing "You have been logged out of your ctcLink account. You can close your browser. Or go back to mobile site."<o:p></o:p></p>
<p class="xxxxmsolistparagraph" style="background:white">Please reach out if you have additional questions.
<o:p></o:p></p>
<p class="xxxxmsolistparagraph" style="background:white">Thank you, <o:p></o:p></p>
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Bundy <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Segoe UI Light",sans-serif;color:#1F3864">Director of ctcLink PeopleSoft Customer Support</span><span style="color:#1F497D"><o:p></o:p></span></p>
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