Interesting behavior here with Sitecore XP 9.3, any ideas are very welcomed.

What happens

Only for specific contacts, anything related to Tracker reading (Eg: IdentifyAs, LoadContact, etc) is dying with a timeout, but only on CDs, while it normally works on the CM (We use SQL shared sessions on the CDs)


Tracker.Current.Session.IdentifyAs(source, value.ToString());

Error: xDB unavailable - StackTrace: at Sitecore.Analytics.XConnect.DataAccess.XConnectDataAdapterProvider.ExecuteWithExceptionHandling[T](Func2 func) at Sitecore.Analytics.XConnect.DataAccess.XConnectDataAdapterProvider.<>c__DisplayClass17_0.b__0() at Sitecore.Analytics.XConnect.Diagnostics.PerformanceCounters.OperationPerformanceMonitorExtensions.Monitor[T](OperationPerformanceMonitorBase monitor, Func1 operation) at Sitecore.Analytics.Data.ContactRepository.LoadContact(String source, String identifier) at Sitecore.Analytics.Tracking.ContactManager.LoadContact(String source, String identifier) at Sitecore.Analytics.Tracking.StandardSession.GetContactByIdentifier(String source, String identifier, ContactManager contactManager, Action`1 validateIdentifier) at Sitecore.Analytics.Tracking.StandardSession.GetContactByIdentifier(String source, String identifier, ContactManager contactManager) at Sitecore.Analytics.Tracking.StandardSession.IdentifyAs(String source, String knownIdentifier) at ASP.contactidentifyas_aspx.__Render__control1(HtmlTextWriter __w, Control parameterContainer)

Error: Operation was cancelled by timeout

Now comes the interesting part:

  1. if I increase the Tracker Timeout to a high number (say 2 minutes), and run the same IdentifyAs code, instead of timeout, the identification will occur normally
  2. After that, even if I decrease the timeout back to 5 seconds, this contact will not give a timeout again! And the IdentifyAs method runs pretty fast, by the way.

Looks like something large was stuck for this contact, and the IdentifyAs method when successfully completed is cleaning the contact.

Please let me know your ideas on how to attack this problem.

3 Answers 3


For scenarios such as this, if you are running a load balancer, it is sometimes worth experimenting with toggling sticky sessions in order to isolate variables. However, since you are using shared SQL sessions, I don’t believe that would be helpful in this particular case.

Otherwise, such timeouts can indicate that large data payloads are at play. Do you have any untracked pages set in your configuration? If not, perhaps you should. If your site makes many XHR calls, that can add up quickly and clog up the pipes. More reading:


I also have a blog post about how to test issues like this more easily:


  • Hi Marcel! Yes, we have added untracked pages as well, but it was a recent change. Some contacts are still with the timeout issue, and I am more interested in explaining this "selective slowness" and, most important, to "fix" those contacts so they can start to be tracked again. It's curious how I managed to fix it by increasing the timeout, but this is not acceptable in prod (we can't force visitors to wait for 2 minutes) Jul 29 at 14:06

This could be explained if the contact being identified has a large number of interactions. Then when that contact is loaded the volume of data being called via API takes time to load.

To identify contacts like this try running the following:

SELECT TOP (100) ContactId, COUNT(ContactId) as Count
FROM [xdb_collection].[Interactions]
GROUP BY ContactId

Then analyse the data using below:

SELECT TOP (100) *
    FROM [xdb_collection].[Interactions]
    WHERE ContactId ='xxx'

More info here: https://support.sitecore.com/kb?id=kb_article_view&sysparm_article=KB0417184

  • That would not explain why everything started to get fast and the timeouts disappeared after increasing the timeout and the first successful identification. The same contact became faster and the interactions are all intact Jul 29 at 13:44
  • Thinking better, maybe this could explain if the Interactions table has a flag for non-processed interactions. Thanks for your answer Dean, I will run the queries and let you know of the results. Jul 29 at 14:47
  • 1
    I'm thinking when a contact is identified for the first time, there are additional tasks that happen (for example merging other anonymous contacts). If the same contact is then identified again, perhaps these additional processes (and loading of interactions etc) doesn't happen so no delay Jul 29 at 15:50
  • @RodrigoPeplau If this happening only for certain contacts and if you are aware of such a contact then maybe query against the ContactFacet table to know the details stored and compare with a "normal" one Jul 31 at 7:46
  • @SumitUpadhyay I've done so, they don't have anything beyond average, and more strangely they will become fast again after the first successful IdentifyAs. Only when it times out, the next attempt will also be slow, and after the very first success, all subsequent attempts will be fast as well. Aug 1 at 12:55

Seems the connectivity between your CD servers and the xConnect server was not stable. Maybe when a website was running and sending the information to xConnect from which CD servers didn't receive the response in a timely manner.

It doesn't mean the xConnect getting any problems or errors.

If your xConnect is hosted under IIS in a separate application, you can try to look at its App Pool settings. Try to change the Start Mode to AlwaysRunning and Idle-timeout Action to Suspend. This can prevent IIS from terminating the xConnect when it reaches the Idle-timeout (20 minutes as default).

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