EMC SourceOne Supervisor: Supervisor web randomly prompts for authentication.

Summary: EMC SourceOne Supervisor web randomly prompts for authentication when 'SupervisorWeb' IIS Application pool reaches virtual memory limit

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Symptoms



Supervisor web randomly prompts for authentication while reviewers are actively working and reviewing messages.

Cause

When Application 'SupervisorWeb'  reaches its virtual memory limit it issues a recycle of SupervisorWeb App pool.
The below event is recorded under System event log on Supervisor server.

A worker process with process id of 'ID#' serving application pool 'SupervisorWeb' has requested a recycle because it reached its virtual memory limit. 

And under IIS log 401 Response is recorded when next message is requested after 'SupervisorWeb'  IIS Application pool reaches virtual memory limit.

2017-06-23 19:51:39 10.3.3.97 GET /SupervisorWeb/Reviewer/GetMessagePreviewHtml messageId=22090141&fileId=0&SRIDs=2688210 80 secxtender 10.40.1.138 Mozilla/5.0+(Windows+NT+6.1;+WOW64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/58.0.3029.96+Safari/537.36 401 0 0 4000

Resolution

Set Maximum amount of virtual memory (in KB) a worker process can consume to 0 for SupervisorWeb Application pool in IIS.(Which means there is no limit)
This can be found by running IIS Manager.
  • Expand to the Application Pools and Select 'Application Pools'
  • In the main screen select the 'SupervisorWeb' Application pool.
  • Hit Advanced Settings from the right hand pane.
  • Change 'Virtual Memory Limit (kb) to 0
  • Hit OK

Affected Products

SourceOne Email Supervisor

Products

SourceOne Email Supervisor
Article Properties
Article Number: 000059759
Article Type: Solution
Last Modified: 02 June 2025
Version:  4
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