Summary

After using a web application (such as the CBORD/Illumia Hub) for an extended period, some users encounter a 404 error and are unexpectedly logged out. Once this happens, the user cannot log back in until their browser cache is cleared.

Symptoms

• A 404 error appears after the application has been in use for some time.
• The user is logged out and cannot log back in.
• Clearing the browser cache temporarily resolves the issue.
• The issue occurs across multiple browsers and multiple computers, so it is not limited to a single device or browser.
• Frequency varies by user — anywhere from a few times per week to several times per day.

Cause

This issue is caused by network infrastructure — specifically, an organization's corporate proxy or VPN using an outdated protocol (HTTP/1.1) instead of the current standard (HTTP/2.0). Under HTTP/1.1, browser cookies are sent uncompressed. Over time, as the cookie grows, it can exceed the size limit allowed by the load balancer, which then rejects the request. To the end user, this appears as a 404 error and a forced logout.

Resolution

Ask your internal network/IT team to update your corporate proxy or VPN configuration to use HTTP/2.0 instead of HTTP/1.1. HTTP/2.0 compresses cookie headers, which prevents them from growing past the size limit and resolves the 404 errors.

Temporary Workaround

Until the protocol change is made, clearing your browser cache will restore access, though the issue will recur over time.