When recovery in SafeGuard Enterprise WebSelfHelp is being performed, the session timeout limit is too short to enter the User-ID, Domain name and challenge code.
Known to apply to the following Sophos product(s) and version(s)
SafeGuard Enterprise WebSelfHelp 5.35.x, 5.40.x
All supported versions.
What To Do
When installing SafeGuard WebSelfHelp, a configuration file is created for each of the web pages. These contain settings for e.g. database connectivity, authentication and session, possible recovery actions, logging, as well as the pre-defined questions.
These configuration files are named 'web.config' and can be found in the installation directory of each web page. For the default installation, this path is:
C:\Program Files\Utimaco\SafeGuard Enterprise\
SGNWSH for the Self Help web page
SGNWSHREG for the Registration web page
SGNWSHADMIN for the Administration web page
What To Do
To extend the session timeout period, it is necessary to modify the timeout value. It can be found within the system.web section of the configuration file as follows:.
<!-- sessionState --> This subsection can be found in the <system.web> section of the configuration file of the WebSelfHelp web page. It ensures the correct session handling.
Please note: The option mode must not be changed!