User gets message "too many sessions" in Hipchat

[James Harris]

User has 10 hipchat sessions and nothing happens when try to disconnect sessions.   I can duplicate on my account with two dead sessions. 

[AhmadDanial]

Hi, James.

On top of the suggestions provided by Nagila, you can also give the following method a try if you are running on HipChat Server / Data Center:

HipChat Data Center

1. Obtain root access

   sudo dont-blame-hipchat

2. Set Postgres vars:

   PGHOST=$(cat /hipchat/config/site.json | jq -r '.databases.hipchat_postgres.servers[0]' | cut -d: -f1) && PGUSER=$(cat /hipchat/config/site.json | jq -r '.databases.hipchat_postgres.user') && PGSCHEMA=$(cat /hipchat/config/site.json | jq -r '.databases.hipchat_postgres.schema') && export PG_CONNECT="psql -h $PGHOST -U $PGUSER -d $PGSCHEMA" && export PGPASSWORD=$(cat /hipchat/config/site.json | jq -r '.databases.hipchat_postgres.pass')

3. Set Redis vars:

   RHOST=$($PG_CONNECT -t -c "SELECT value FROM configurations WHERE key='redishostname';") && RPORT=$($PG_CONNECT -t -c "SELECT value FROM configurations WHERE key='redisport';") && RPWD=$($PG_CONNECT -t -c "SELECT value FROM configurations WHERE key='redispass';") && export REDIS_CONNECT="redis-cli -h $RHOST -p $RPORT -a $RPWD"

4. Locate user ID:

   $PG_CONNECT -c "SELECT id,email FROM users WHERE email LIKE '%email@example.com%';"

5. Clear all sessions for this user, be sure to replace <user_id> with the actual user ID:

   for key in `$REDIS_CONNECT KEYS '*' | grep -iE "session|^mobile:" | grep -w <user_id> | cut -d" " -f2`; do echo "Deleting $key"; $REDIS_CONNECT DEL $key; done

HipChat Server

1. Obtain root access

   sudo dont-blame-hipchat

2. Locate user ID:

   DBPASS=$(awk '/"pass"/ {gsub(/[",]/,"");print $2}' /hipchat/config/site.json) && mysql -uroot -p$DBPASS hipchat -e "SELECT id,email FROM users WHERE email LIKE '%email@example.com%';"

3. Clear all sessions for this user, be sure to replace <user_id> with the actual user ID:

   for key in `redis-cli KEYS '*' | grep -iE "session|^mobile:" | grep -w <user_id> | cut -d" " -f2`; do echo "Deleting $key"; redis-cli DEL $key; done 

Let us know how it goes for you. Thanks.

[James Harris]

I had found a script online to clear sessions for all users and that was successful but next time will try the script for the user with the issue.

Thanks

James

[AhmadDanial]

Hi, James.

You are most welcome. Would you mind sharing the script you came across so other might be able to benefit from it in case they run into the same issue too? Thanks.

[James Harris]

For all Users:

Login to hipchat server as admin and run the following script:

for key in `redis-cli KEYS '*' | grep -iE "session|^mobile:"`; do echo "Deleting $key"; redis-cli DEL $key; done

[Nágila Marques]

Hi James, 

We strongly suggest you reach out to our team through https://support.atlassian.com/contact/#/ so we can further identify what's happening with the HipChat sessions in your account. 

Thank you!

[Nágila Marques]

Also, you can try to disconnect active sessions via https://hipchat.com/account/sessions