> ## Documentation Index
> Fetch the complete documentation index at: https://learn.nextedy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Session Timeout Errors

> Resolve session expiry issues in Nextedy RISKSHEET when using concurrent Polarion licenses, including the "unknown communication error" message and improved timeout handling in version 24.8.6 and later.

export const LastReviewed = ({date}) => {
  if (!date) return null;
  const formatted = new Date(`${date}T00:00:00Z`).toLocaleDateString("en-US", {
    year: "numeric",
    month: "long",
    day: "numeric",
    timeZone: "UTC"
  });
  return <p className="mt-10 text-sm text-gray-400 dark:text-zinc-500 not-prose">
      Last reviewed on {formatted}
    </p>;
};

## Symptoms

* An "unknown communication error" appears when you attempt to save changes after a period of inactivity
* The error provides no clear indication that a session timeout caused the failure
* Save operations fail silently or with a generic network error
* Starting with version 24.8.6, a specific timeout message with a **Log in** button appears instead

## Root Cause

Concurrent Polarion licenses enforce a session timeout (typically 30 minutes of inactivity). When your session expires while working in Risksheet, the server rejects save requests because the authenticated session no longer exists.

<Frame>
  <img src="https://mintcdn.com/none-17b4493f/t34k0QhMnn4JCqkc/risksheet/diagrams/troubleshooting/session-timeout/diagram-1.svg?fit=max&auto=format&n=t34k0QhMnn4JCqkc&q=85&s=2532b34787c261d77859b2187845e9d0" alt="diagram" style={{ maxWidth: "700px", width: "100%" }} width="700" height="230" data-path="risksheet/diagrams/troubleshooting/session-timeout/diagram-1.svg" />
</Frame>

## Resolution for Version 24.8.6 and Later

**Step 1.** When the session timeout message appears, click the  **Log in** button shown in the error dialog.

**Step 2.** A new browser tab opens to the Polarion login page. Enter your credentials to re-authenticate.

**Step 3.** Close the login tab and return to your Risksheet tab.

**Step 4.** Retry the save operation. Your unsaved changes remain in the grid and should save successfully with the restored session.

## Resolution for Earlier Versions

If you are on a version prior to 24.8.6, the error appears as a generic "unknown communication error" without a login link.

**Step 1.** Open a new browser tab manually.

**Step 2.** Navigate to your Polarion instance URL and log in.

**Step 3.** Return to the Risksheet tab.

**Step 4.** Retry the save operation.

<Warning title="Do not reload the Risksheet page">
  Reloading the page before saving discards all unsaved changes. Always re-authenticate in a separate tab and return to the original tab to preserve your edits.
</Warning>

## Prevent Session Timeouts

Risksheet includes a built-in keep-alive mechanism that sends periodic heartbeat requests to the `/api/keepalive` endpoint on the Polarion server. This endpoint returns HTTP 200 to maintain your session and works automatically in the background.

If you still experience timeouts despite the keep-alive:

| Check                        | What to Verify                                                                                   |
| ---------------------------- | ------------------------------------------------------------------------------------------------ |
| Server timeout configuration | Ask your administrator whether the concurrent license timeout (default: 30 min) can be increased |
| Browser background requests  | Some browser extensions or security policies block the keep-alive heartbeat                      |
| Tab throttling               | Modern browsers throttle background tabs, preventing timely heartbeat delivery                   |
| Network stability            | Corporate proxies may drop idle connections before the keep-alive interval                       |

<Tip title="Save early, save often">
  During extended FMEA or HARA sessions, save your document at regular intervals. The save operation resets the session activity timer, preventing timeout during active work.
</Tip>

## Upgrade Recommendation

If you frequently encounter session timeout errors with the generic "unknown communication error" message, upgrade to Risksheet version 24.8.6 or later. The improved error handling provides:

* A clear message explaining the session timeout cause
* A one-click **Log in** button to re-authenticate
* Preservation of unsaved changes during re-authentication

## Verification

After re-authenticating, return to your Risksheet tab and click save. You should now see the save operation complete successfully without timeout errors, and all your changes persisted to Polarion.

## See Also

* [Save Operation Failures](/risksheet/troubleshooting/save-failures) -- other save-related errors
* [Access Denied Errors](/risksheet/troubleshooting/access-denied) -- permission issues
* [Slow Page Loading](/risksheet/troubleshooting/performance-slow-loading) -- performance and network issues
* [Browser-Specific Issues](/risksheet/troubleshooting/browser-compatibility) -- tab throttling and browser behavior

<LastReviewed date="2026-06-24" />