Identity Awareness randomly loosing identitys

[lesmona]

Hello everyone, I use Identity Awareness on all our gateways. We get the identities from the Identity Collector, which I installed on each domain controller. Most locations have only one DC. The problem I'm having is at the main site. I have three domain controllers with three Identity Collectors there. It's working quite well so far, but unfortunately, sometimes individual users lose their identity. From one second to the next. I then see in the log that only the IP address is displayed and no longer the username! I've attached a screenshot of the log. In this example, the user "Emanuel" suddenly loses his "identity." This is, of course, extremely unfortunate, since our rules are based entirely on Identity Awareness. I checked in the CLI whether the gateway still recognizes the user and has the correct IP assignment. Result: Yes, everything is still there. The IP address matches the username. Nevertheless, as you can see, he falls into a drop rule. I suspect it's a timeout issue. Perhaps an idle timeout? I just can't find a way to increase the timeout. Or am I on the wrong track and do you have another solution? Thank you very much for your help.

[PhoneBoy]

Without knowing more about your environment, which includes:

• Version/JHF of gateways and management
• Version of Identity Collector
• The relationship between Identity Collector, Active Directory, and Gateways

It's hard to know where to start on this.
The actual log in/out events, which are shown in the screenshot provided, should be reviewed to see if they provide any clues.
You will need to see the full log card.