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Support Article

Cannot perform interaction on canceling Authentication Challenge



Unable to perform any interaction on canceling the Authentication Challenge screen.

Error Messages

Not Applicable

Steps to Reproduce

  1. Open any case in the Perform mode.
  2. After the time specified in the Access group (Authentication timeout in seconds), bring the portal back to focus.
  3. Click the Submit button. Authentication Challenge screen displays.
  4. Click Cancel. Unable to perform any interaction. The submitting animated icon displays infinitely.

Root Cause

A software use or  operation error.


Here’s the explanation for the reported behavior:

The Authentication Challenge screen displays for any server side interaction after Authentication timeout according to the AuthenticationLDAPTimeout activity. This occurs when the document page is deleted.

In this scenario, for server side interaction (such as submitting the form), an XMLHTTP request is made to the server. However, since the authentication timed out, the Authentication Challenge screen displayed. 

On clicking Cancel on the Authentication Challenge screen, Response code is received as 401 - Unauthorized for the XMLHTTP request made to the server. Hence, no interaction is allowed, since it is unauthorized.

Published February 12, 2020 - Updated October 8, 2020

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