Session expired (401) 'Your login session has expired. Please login again' error

[Ken61]

Hello,

A user is getting this error: Session expired (401) 'Your login session has expired. Please login again'

We are on Tokyo Patch-4 

User is using Next Experience view in ServiceNow for a few weeks, but now it time out on a very regular basis. It is not after a set amount of inactivity but sometimes after have just used the forms a couple of minutes ago. In effect it time out many times a day.

How can this issue be resolve.

[James Cook]

We have just upgraded the production instance to Tokyo Patch 6 hotfix 1 on 2/17 and today my users have started to report this issue. It seems to only be effecting users that have the NE active.

Session time out is set to 15 min

Also calling  SN Support for it.

[Brenna McStraiv]

Hi James,

Was support able to provide a fix for this issue: One of my customers is experiencing the same with their recent upgrade.

[James Cook]

After trying to capture a few session id's and having them looked at it was determined that the message is the same as the normal session expired message. One thing we did check was the guest account time out in sys properties glide.guest.session_timeout to make sure that it is the same as the other time out gilde.ui.session_timeout. 

[nmaneely]

We were experiencing the same issue where the gilde.ui.session_timeout System Property was set to 60, but users were getting logged out after around 30 minutes of inactivity. After examining the 'logout' entries (Name = logout) in the Events log , we noticed that while the users  ID was showing in the Parm1 (parm1) field, the User name (user_name) field was showing as 'guest'.
Changing the glide.guest.session_timeout System Property from 30 to 60 has fixed the issue for us as users are now getting timed out after around 60 minutes of inactivity which is what we wanted.

[Ben Cuddington]

Has anyone from this thread seen anything about this?   I have an incident that was created from a supporter almost a month ago that has mentioned the same error.   I tried checking the sys_properties mentioned above for timeout, but though they aren't matching in number of minutes, I've seen this person have a live session & then it expire on them almost within 1-2 minutes.    I've tried doing some digging about this, but I had noticed this particular user also uses the Agent Workspace (Advanced Work Assignment) module as well which "kind of" coincides with this:  PRB1560793 though they aren't using the Chat feature.    I tried viewing the CS20122626 that you mentioned from the Hi Portal, but couldn't "find" it.