Unable to terminate the operator who gets the session error(The current session is blocked, as the maximum number of active sessions for the current operator has been reached.)

General
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1

Hello Everyone,

In our organization, we have a limitation to let users login only once and even they login once, they are getting the titled error.

In earlier versions, if they do the clear cache of the browsers or by using the pega.getSystemOperationsProvider().getPresenceSessionManagementAPI().clearPresenceSessions(operatorid) or through Requestor management we could able to clear the active session.

But, after the recent upgrade to pega infinity, the number of users facing the issue became high and also unable to terminate in backend as well.

The above function is not working in the latest version, even if we clear the cache is also not helping, even when try to terminate the operator from admin studio is not helping.

Is there any other way to solve this?

Many users are facing the issue and it is taking a lot of time to let them login again.

Have also gone through the below link which didn’t help me

Thanks in Advance.

2

@BharathKambavalasayou can try the following steps. First, check the Dynamic System Setting (DSS) presence/maxActiveSessionsPerOperator and consider increasing it from the default value of 1. If the error persists, clear the sessions directly from the database by deleting the operator entries in the pr_operators and pr_data_admin tables, but take a database backup before making changes. If using OAuth2 or SSO, ensure the token expiration and refresh mechanisms are functioning properly. Try logging in from a different browser or in incognito mode to rule out cookie issues. You can also temporarily increase the session timeout to reduce frequent disconnections. Since the issue arose after an upgrade, check with Pega Support for any available hotfixes related to session management. If none of these steps work, escalate the issue with Pega Support

3

@Sairohith Thank you for your revert.

I don’t see the above DSS in my rules. Does the operator id not get deleted if we delete the entry from pr_operators and pr_data_admin table?.

Also we use OAuth2/SSO to login and we don’t have access to incognito mode. We are unable to login from any other browser until the login gets expired automatically.

4

@BharathKambavalasaIt seems like the DSS (presence/maxActiveSessionsPerOperator) is not available in your system, and you are using OAuth2/SSO, which limits direct control over sessions. Deleting the entries from the pr_operators and pr_data_admin tables will not delete the operator but can clear session-related data temporarily

Also if you’re unable to access incognito mode and the issue persists across browsers until the login expires automatically, it may be related to stale tokens or session persistence settings in the OAuth2/SSO configuration

If the issue still persists after these then you can open a Pega SR to any hotfix and other suggestions. thanks

5

@Sairohith I’ll try to delete the entry in the given tables and check if its working.

Thanks much for your revert

6

If we delete the instance of the operator from Data-OperatorPresence-Session will allow user to login.