When you have a reproducible example, could you run a packet capture of it? 
tcpdump to a file that you then scp off, should be all that is needed at that end.

Then see if the connection to the authentication source is working, or if something is happening on that level.

A sloppy workaround, a weekend crontab restart.

Hi Ken

it sounds like :

OCTCR52A875008 iprint appliance 23.4 authentication service not available

Check iprint-auth log for this kind of errors:

2024-01-02T07:07:17.829974+01:00 iprint iprint-auth-service.sh[959]: Jan 02, 2024 7:07:17 AM com.orientechnologies.common.log.OLogManager log

2024-01-02T07:07:17.830127+01:00 iprint iprint-auth-service.sh[959]: INFO: Caught Network I/O errors on 127.0.0.1:2424/iprintauth, trying an automatic reconnection... (error: com.o; serializable and externalizable flags conflict)

2024-01-02T07:07:18.333508+01:00 iprint iprint-auth-service.sh[959]: Jan 02, 2024 7:07:18 AM com.orientechnologies.common.log.OLogManager log

2024-01-02T07:07:18.333664+01:00 iprint iprint-auth-service.sh[959]: INFO: Caught Network I/O errors on 127.0.0.1:2424/iprintauth, trying an automatic reconnection... (error: com.o; serializable and externalizable flags conflict)

2024-01-02T07:07:18.835562+01:00 iprint iprint-auth-service.sh[959]: Jan 02, 2024 7:07:18 AM com.orientechnologies.common.log.OLogManager log

if it is the same one, restating iprint-auth will fix it for few days. Engineering already looking at it

Not seeing those errors.  I do see these:

2024-01-19 06:00:02 WARN  OrientDatabase:205 - Failed to delete the instance in Datastore.

2024-01-19 06:00:06 WARN OrientDatabase:225 - Failed to get the instances from Datastore.

2024-01-19 06:00:06 ERROR LdapSyncConfig:112 - Exception while loading config from DB.

2024-01-19 06:00:06 ERROR LdapSyncService:133 - Final startSync Exception:
java.lang.RuntimeException: Unable to load Ldap Configs

Are those possibly related or should I just open a Support Case?

Ken

Hi Ken.  Those errors are consistent with the errors I see in logs I have submitted to engineering for this same issue.  We will update this thread once a fix is available.  As mentioned, if you see the issue again, you can restart the iprint-auth service (systemctl restart iprint-auth.service) as opposed to restarting the appliance, as a temporary workaround. 

Sounds good.  Thanks for the info!

Any updates on this ?  We are experiencing the same problems on our 5.0.3 appliance.  I was looking at running the product upgrade to 23.4 to hopefully resolve it, but that doesn't seem to be the case. 

Engineering is working on it. Fix will be ready soon.

24.1 was announced.  Does this include the fix?  The release notes are quite bare, no information to be found there.

Hi Ken. It does not but support has an ftf with potential fix. Ask support to provide it

We are having this issue is there a fix yet or how do we get the ftf in the mean time?

We are running 24.1 with all patches installed.