HTTP/HTTPS issues with SSO

Issue still not resolved. Is it related to my account or what?

Again after trying to open another tab from communities it took only 10 minutes to load. At first minutes it showed only blank screen.

Oto can you clarify what the specific issue is? Is it just the long load time? I have noticed this morning that Bentley Communities pages did take a while to load, but it seems better now. Please try restarting your browser or try a different browser.

Thanks for the update. Let us know if it flares up again (and note the dates/times as that will be helpful when investigating)

Happened again at 12:00 (GMT+3).

Tracing route to communities.bentley.com [45.60.31.181]
over a maximum of 30 hops:

  1    <1 ms     1 ms    <1 ms  192.168.101.1
  2     3 ms     4 ms     2 ms  95.68.48.1
  3     4 ms     3 ms     2 ms  195.122.0.158
  4    30 ms    30 ms    30 ms  et-6-0-0-2885.edge8.Frankfurt1.Level3.net [62.67.28.97]
  5     *        *        *     Request timed out.
  6   129 ms   116 ms   117 ms  4.14.98.218
  7   116 ms   115 ms   121 ms  45.60.31.181

Hi Oto, when this happens do you know approximately how long it lasts? Meaning, are these rare and short "hiccups" of lost connection, or frequent periods of longer downtime for you?

The tracert seems to suggest that the problem may be in the hop between Germany and the US east coast. With a bit more information I can escalate this for further investigation.

It lasts as long as I want as browser restart or opening other browser helps. This time I also left it open with network log enabled but Windows update noticed that computer is idle and restarted it after some time so my log was lost.

But again this issue was triggered when I tried to open link from email and not going to tab were communities is already open.

This morning everything was fine but now again showed lost connection and reconnecting took minutes to reconnect:

Bad connection:

Tracing route to communities.bentley.com [45.60.31.181]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.
  2    13 ms    11 ms    17 ms  95.68.
  3     3 ms     2 ms     2 ms  195.122.
  4    30 ms    52 ms    30 ms  et-6-0-0-2885.edge8.Frankfurt1.Level3.net [62.67.28.97]
  5     *      116 ms   117 ms  ae-1-11.bear2.Washington111.Level3.net [4.69.210.178]
  6     *        *        *     Request timed out.
  7     *      127 ms   115 ms  45.60.31.181

Good connection:

Tracing route to communities.bentley.com [45.60.31.181]
over a maximum of 30 hops:

  1    <1 ms     6 ms    <1 ms  192.168.
  2     2 ms     3 ms     1 ms  95.68.
  3     7 ms     2 ms     2 ms  195.122.
  4    30 ms    33 ms    30 ms  et-6-0-0-2885.edge8.Frankfurt1.Level3.net [62.67.28.97]
  5     *      116 ms   115 ms  ae-1-11.bear2.Washington111.Level3.net [4.69.210.178]
  6   124 ms     *        *     4.14.98.218
  7   124 ms     *        *     45.60.31.181
  8     *      124 ms     *     45.60.31.181
  9     *        *        *     Request timed out.
 10     *      124 ms   124 ms  45.60.31.181

This morning everything was fine but now again showed lost connection and reconnecting took minutes to reconnect:

Bad connection:

Tracing route to communities.bentley.com [45.60.31.181]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.
  2    13 ms    11 ms    17 ms  95.68.
  3     3 ms     2 ms     2 ms  195.122.
  4    30 ms    52 ms    30 ms  et-6-0-0-2885.edge8.Frankfurt1.Level3.net [62.67.28.97]
  5     *      116 ms   117 ms  ae-1-11.bear2.Washington111.Level3.net [4.69.210.178]
  6     *        *        *     Request timed out.
  7     *      127 ms   115 ms  45.60.31.181

Good connection:

Tracing route to communities.bentley.com [45.60.31.181]
over a maximum of 30 hops:

  1    <1 ms     6 ms    <1 ms  192.168.
  2     2 ms     3 ms     1 ms  95.68.
  3     7 ms     2 ms     2 ms  195.122.
  4    30 ms    33 ms    30 ms  et-6-0-0-2885.edge8.Frankfurt1.Level3.net [62.67.28.97]
  5     *      116 ms   115 ms  ae-1-11.bear2.Washington111.Level3.net [4.69.210.178]
  6   124 ms     *        *     4.14.98.218
  7   124 ms     *        *     45.60.31.181
  8     *      124 ms     *     45.60.31.181
  9     *        *        *     Request timed out.
 10     *      124 ms   124 ms  45.60.31.181

So, it only seems to happen when using a link from an email alert, and the problem goes away if you close and restart the browser? I will escalate this for further investigation but I suspect this will be difficult to troubleshoot. Apologies for the inconvenience this has caused you.

Not always but most noticeable it is when I open email in the morning and click some link from alert. Today it happened without link from email it worked but then started to show trying to reconnect and again was unresponsive. Have not experienced such inconvenience using other sites. 

Thanks I have escalated this fur further investigation.

Apologies for the delay in response as I was out last week. We are still discussing this and will get back to you shortly. Thank you for your patience.

Apologies for the delay. In order to investigate this further, we will need to see more diagnostic information about what is happening with your network traffic during when the issue is occurring. If/when it happens again for you, please perform a "Fiddler Trace" per the steps below, upload a zipped version to the secure ShareFile link and reply back with the file name:

https://communities.bentley.com/communities/other_communities/licensing_cloud_and_web_services/w/wiki/47097/performing-a-fiddler-trace

https://communities.bentley.com/p/secure_file_upload