Digital EnterpriseEngage - Users May Lose Unsaved Work If JSON Web Token Expires After 60 Mins

Guidewire is preparing a Jutro patch for the Jasper and Kufri versions to address this issue. Please open a Community case if you need further assistance.

Yesterday, we provided a workaround in knowledge article 000043602. Today, we made some necessary adjustments to the article, which can be considered a permanent fix for Innsbruck customers. However, we are still working on a fix for the Jasper environment, and we will share the details once they are available.

KCS Link: https://community.guidewire.com/s/article/Digital-applications-active-session-times-out-after-token-expiry-and-gets-re-directed-to-dashboard-page-in-the-Innsbruck

Guidewire has identified the cause of the incident causing digitals application timeouts, and determined the incident only impacts Innsbruck and Jasper environments. Guidewire has published KCS 000043602 with workaround instructions for Innsbruck environments. Please open a Community case if you need assistance implementing the workaround. Guidewire will provide the next updates tomorrow, May 21, regarding impacted Jasper environments.

https://community.guidewire.com/s/article/Digital-applications-active-session-times-out-after-token-expiry-and-gets-re-directed-to-dashboard-page-in-the-Innsbruck

Guidewire Support has identified the cause of the incident causing 60 minute timeouts in EnterpriseEngage applications. Guidewire is preparing a knowledge base article to assist customers in implementing a workaround to restore impacted Innsbruck version environments. We will post an update in one hour.

Guidewire is still performing additional testing on potential restoration paths. We will provide the next update in 90 minutes.

Guidewire is testing additional restoration paths. We will provide the next update in one hour.

The identified solution did not work. We are continuing to investigate. We thank you for your patience. We will post regular updates on our progress.

We continue to test the solution. We will post regular updates on our progress.

Guidewire support continues to test the solution. We will post regular updates on our progress.

Guidewire support is testing a solution in lower environments. We will post regular updates on our progress.

We are still investigating and testing a fix for this issue.

The validation was not successful, an alternate solution is being investigated.

We are continuing to investigate this issue.

We are currently testing and validating the workaround and will provide regular updates on our progress.

Guidewire Support has identified the cause of this incident, which is impacting customers who may lose unsaved work if the JWT token expires after 60 minutes. We are actively working to restore service. We will post regular updates on our progress.

Guidewire Support is aware of an issue with Innsbruck and Jasper customers who may lose unsaved work if the JWT token expires after 60 minutes. All necessary resources are engaged to restore this service as quickly as possible. We will post regular updates on our progress.