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Support Article

Idle timeouts not working properly



We have an issue in production where users see screens which do not look correct, the style sheets do not look to be functioning properly.   When a user portal is idle for about 2 hours, new interactions cause incorrect behavior.

Added pxSessionTimer and a Timeout activity do not solve problem.

Error Messages

None. We can not get the timeout configuration working correctly. 

Steps to Reproduce

This issue is reproducible in all environments.
When we have a user portal idle for about 2 hours, then start a new interaction , we see the incorrect behavior. Also happens for developer portal using any user portal

Root Cause

The implementation was using SSO with standard LDAP. The Data-Admin-AuthService was not configured properly. The "Use PegaRULES Timeout" option was not selected nor was there any timeout value in the end users AccessGroup.  pxSessionTimer configuration after 30 minutes was not firing properl. The re-authentication login screen is not displayed.


When using Data-Admin-AuthService timeout activity the "Use PegaRULES Timeout" on the custom tab of the Data-Admin-AuthService rule must be selected. Furthermore, a timeout value must be set in end users AccessGroups.


Published January 31, 2016 - Updated December 2, 2021

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