Intermittently dropping users

[paigeb8]

I have a ticket in with support, but so far not getting the help we need. 

Has anyone ever encountered an issue where Users are suddenly being dropped from Sisense and know where to look for root cause? 

This started happening after the Sisense security incident.  

[sahia]

Hi there,

Can you please share with us some more details so we can investigate further? Is this an on-prem or a cloud deployment? Is this happening on the embedded application or native?

From L2024.1, we have introduced expiry for the bearer tokens. It could also be the case if the identity service is overloaded, so we will have to investigate further and allocate more resources to it.

Please raise a ticket and let me know so we can follow it up.

[paigeb8]

Hi!

We have put in a ticket nearly a month ago and we are still waiting for a resolution; thought maybe someone else has experienced this to help get this resolved. 

We are on-prem with L 2023.  The support person said it was the SID changing..  but that is not the case.  This all started very suddenly in early May.  

[DRay]

Hi @paigeb8.

Were you able to get this resolved?

[paigeb8]

No.

[DRay]

Can you reach out to your account manager, or message me the support case number so we can follow up?

[DRay]

Hi @paigeb8.

I'm following up to see if you were able to get this resolved. If so, can you provide the solution here so others can find it?

Thank you.

[paigeb8]

We were unable to resolve this.  We are pivtoing and trying a different route. 

[DRay]

Understood. Please let us know if there is anything we can do to help.