Troubleshooting
Problem
Users experience issues with the Sign-Up and Forget Password URL links in their Developer Portal. When users receive the email with the sign-up activation or forget password link, they must click the link multiple times for the process to complete successfully.
Symptom
When a user receives the sign-up activation or forget password link via email, they encounter the following symptoms:
- The user must click the link multiple times before successfully completing the action.
- If the user waits approximately 20-30 seconds before clicking the link, they are able to activate their accounts or reset their passwords on the first attempt.
The following error message is observed in the web container logs on the Developer Portal when the user clicks the link immediately:
[php-fpm stderr] <log_identifier> WARNING: [pool www] child <process_id> said into stderr: "WATCHDOG: [ERROR] [auth_apic] JWT validation error: Cannot handle token prior to 2024-10-11T10:56:43+0000 | user: anonymous | uri: https://sandbox.hidden.com/user/activation?activation=<your_id>"
Additionally, the apim pod logs on the Management server show that the request for sign-up or password reset is processed at a later timestamp. Here’s an example log entry from the apim pod that confirms the timing difference:
2024-10-11T10:56:43.338Z audit [<your_id>] START: >>>>>>>> [POST]: /consumer-api/sign-up
...
2024-10-11T10:56:43.882Z audit [<your_id>] END: <<<<<<<< Successful: [201] response (POST:/consumer-api/sign-up) (took 544ms)
In this example, the Developer Portal shows the user clicked the link at 2024-10-11T10:56:02, but the Management server processes the request at 2024-10-11T10:56:43. This discrepancy of about 40 seconds indicates a synchronization issue between the two systems.
Document Location
Worldwide
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Document Information
Modified date:
15 October 2024
UID
ibm17173106