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Safetica console page does not load

Issue

When accessing the Safetica console in a web browser, the page never loads. Instead, it keeps refreshing or flickering in an endless loop.

The following error may appear in the browser developer console (F12):

[WARN] 0-oneconsole - authCallback Validation, iat rejected id_token was issued too far away from the current time

 

Cause

The issue happens when the clock on the device with Safetica console opened and the server where Safetica runs (or Safetica Cloud) are more than about 5 minutes apart. The most common cause is cloud servers running on UTC while the device has an incorrect clock or wrong time zone setting.

Why does it happen?

The console uses security tokens that include timestamps. When the server receives a token, it compares the token’s timestamp to its own clock. If the times differ by more than ~5 minutes, the server rejects the token as invalid, which causes the endless redirect loop.

It's fine for the server and device to be in different time zones. What matters is that both report the correct UTC time. However, a misconfigured time zone can sometimes throw off the system's internal UTC time, which can trigger this problem.

This behavior is not a bug. Accepting tokens with large time differences would be a security risk. The expected behavior is for the server to reject tokens whose timestamps are too far from the current time.

 

Solution

  1. Check that the system clock is accurate on both the device accessing Safetica console and the Safetica server. You can compare it against a reliable source such as time.is.
  2. Make sure automatic time synchronization (NTP) is turned on and working on both machines.
  3. If the time zone is misconfigured on either machine, correct it. While different time zones are acceptable, a wrong time zone can make the UTC time inaccurate even if NTP is enabled.
  4. After correcting the time settings, clear the browser cache and cookies.
  5. Open Safetica console again.

 

If the issue persists after correcting the time, provide browser developer console logs and a HAR file export for further analysis. Learn how to get them here.