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Support Article

SSO issue using Word document generation



When the user tries to document application in Word in Single-Sign-On (SSO) networking environment, Word gets launched, but the following issues occur.

First Word raises error "Failed to re-attach server session". After a short period of time the browser raises error "There was a problem launching PRPC Word Editor".

Error Messages

"There was a problem launching PRPC Word Editor"
"Failed to re-attach server session"

Steps to Reproduce

The user must login to the PRPC application using SSO and attempt to document application in Word or invoke Word merge functionality from any flow action.

Root Cause

In the process of logging into PRPC, the very first HTTP request returns the obSSOCookie cookie with HTTPONLY attribute, which instructs the browser to make that cookie inaccessible for any use outside of the sandbox.

The Word macro needs all cookies used by the browser in HTTP requests in order to access the same operator’s requestor on PRPC server.

Unavailable obSSOCookie cookie explains failure of the Word macro to access the operator’s requestor and the first error message.

The second error message is raised by the browser since it fails to receive confirmation of successful Word launch after lapse of a twenty five second timeout.


The recommended approach is to review SSO security policy and turn off the HTTPONLY mode for the obSSOCookie cookie. This resolves the issue.

Published January 31, 2016 - Updated October 8, 2020

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