User Kicked Out of Epicor while actively working

Epicor ERP 10
1

We have one user who is getting kicked out of Epicor while actively working. Any ideas as to why this might be happening? We’ve tried to clear cache for user and uninstall and reinstall Epicor. Those didn’t seem to work.

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2

There are many different reasons why this could happen, but we would need to know more about your Epicor setup before we can further isolate.

  1. On-Prem or Cloud?
  2. Browser or client?
  3. Is this user working remote?
  4. Sign on method? IDP, SSO, Basic
  5. What is the user account timeout on the Epicor account?
3
  1. On-Prem
  2. Client
  3. Not working remote
  4. SSO
  5. 15 minutes
4

Is there an error message? What about the event logs on the app server and/or client?

5

User is not receiving any error message. Where can I go to see event logs?

6

For on-prem, I’d be curious of your version. A few versions ago we had an issue with weird session timeouts (that seems to be resolved now)

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7

Have a look at your azure token time. This can be extended but its usually circa 90 minutes.

You can extend it using powershell not on the azure gui. This will probably fix it. I don’t think epicor actively requests a new token when the original one times out. It just kicks you out of the application.

8

Hi Lauryn. Based on the way that you phrased this, I’m presuming that you mean that the application just completely closes without any warning, versus that the client loses its connection to the database but the application still stays open. If so, I would suspect that the client PC is encountering an “UI resource limit” issue, which can cause the “complete shutdown without warning” behavior. Your user may simply have too much open/running simultaneously.

Even though it is several years old, here’s an explanation of this issue from one of the development managers at Epicor:

“By default, Windows has a “per-process” limit of 10,000 User Object Handles with a total limit of 64K for all processes in an instance of Windows. The Registry setting can be modified to allow a maximum of 18,000 for a single process. Each UI Control in a Form is allocated at least one User Object Handle and since the Epicor UIs tend to have a large number of controls, it is pretty easy to approach the limit. I believe that a single instance of the Quote UI consumes over 2,000 User Object Handles. The Handles exist for the duration that a UI exists - even if it is not visible (memory cached for example).”

“The Epicor Client does not know in advance how many User Objects are needed to launch an individual UI so it cannot proactively prevent a client failure due to hitting the limit. In general, when the limit is reached the user will get an error message from Windows - usually something about not being able to “Allocate a Windows Handle”. In order to display that error message Windows needs to be able to allocate some User Object Handles and if not enough Handles were recovered after the initial limit was hit, the Epicor Client and all associated UIs will just vaporize.”

The key statements above are those in bold. Hope this helps.

9

Version 11.3.200.0

10

You know I experienced this yesterday while in the middle of doing a copy paste of indirect charges into the Supplier shipment class.

Same version but we are on .22

11

Ah, well you had this tagged as E10 so I assumed you were on prem.

If you are, the event log on the Server or the event log on the client that is crashing. One or both mare share some more details.

If you are cloud, you can only check the client side one.

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