Who is this article for?

Users encountering a timed out error message.

Server Access is required to investigate some of the points mentioned.

This article outlines the steps to prevent the scenario where users get the message "The page has timed out. Please click the Please Review tab to refresh it" intermittently whilst using Please Review from inside Veeva Vault. Please see below for more information.

1. 1. Configuration change
   2. User cookie refresh

1. Configuration change

Users will receive the following message "The page has timed out. Please click the Please Review tab to refresh it" intermittently whilst using PR from inside Veeva Vault. This issue can occur when customers are on v7.6.0 or higher and the configuration hasn't had the partitioned cookies applied.

The Veeva upgrade guide from version 7.6.0 onwards (Please Review v7.6 Veeva Vault Integration Upgrade Guide.pdf) outlines the necessity of enabling partitioned third-party cookie rewrite rules as per the installation guide. Failure to enable these rules may result in the occurrence of the message described above, especially as browsers update their policies in the future.

Important: Implementing these changes will trigger an application pool recycle, logging out all users, so scheduling this action at an appropriate time is advisable.

To do this, please follow the below instructions:

1. Navigate to IIS Manager and select the PR site to reveal a list of icons. Look for the URL Rewrite icon.

2. If the URL Rewrite icon is missing, download and run the x64 installer for URL Rewrite from the official Microsoft IIS site.
3. Ensure that the site runs over HTTPS by checking the bindings in IIS. Verify that the URL starts with https://. If it doesn't, consult with Dev to set up offloaded SSL.
4. Confirm that the SameSite settings are configured correctly. In version 7.6.0, there are three settings in the web.config file to check: the httpCookies line with SameSite="None" should be enabled and not commented out within <!-- --> signs, while the forms and session state lines with cookieSameSite="None" should not be commented out.

5. Activate the rewrite rule by uncommenting it completely. Remove the <!-- --> around the rule to ensure it is active.

2. User Cookie Refresh

If users experience login issues after making changes, it's likely due to conflicting cookies stored in their browser. To resolve this:

1. Visit your Please Review direct address, such as https://company.pleasereview.net.
2. Press F12 to open the browser's Developer Tools (in Edge, choose the Dev Tools window if prompted).
3. Navigate to the Application tab.
4. Expand Cookies.
5. Right-click on https://company.pleasereview.net and select Clear.
6. Reload the page; an Oops error may appear, which can be ignored.
7. Accessing your Dev instance of PR should now work smoothly within Veeva, using the new partitioned cookies.