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Status Under review
Created by Guest
Created on Jan 7, 2022

SaaS connection errors

Why does Controller SaaS enable sessions to remain open on screen and give the appearance of SaaS connection, when in fact they are deactivated or disconnected sessions?

For example, where the user ignores the “idle timer expired” prompt and Controller screens are not removed from screen, only the “idle timer” prompt disappears. The user can then be left with the impression that they are still connected to Controller SaaS and can continue to work, subsequently incurring error messages when they seek to save data, run reports or similar.

The process for re-accessing Controller SaaS where sessions have timed out is currently documented, as detailed on the following IBM article >> https://www.ibm.com/support/pages/idle-timer-expired-message-when-using-controller-cloud-if-user-does-not-press-keyboard-or-mouse-over-30-minutes. This guidance works in practice, but it does not account for all instances of user experience. It all also does not explain the need to kill all active Controller and Citrix applications when a session is stuck in a deactivated or disconnected status, typically through ending tasks on Task Manager. An action that is difficult for users, particularly where they are not familiar with the services needing to be identified and stopped.




Needed By Quarter
  • Guest
    Feb 4, 2022

    looking at the way users connect to the cloud in the next major release, will add this request/idea to that enhancement for consideration