Getting logged out of my account early and often

  • 14
  • Problem
  • Updated 4 years ago
  • Solved
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Resolved!

Starting yesterday(ish) I noticed that I am being automatically logged out much faster than I used to. I would guess I am logged out after 10-15 min of no activity. I was working on an email and got a phone call. When I went back I got a message that it timed out. So I logged back in and landed on a screen that was nothing but code. There were no links, navigation, nothing. So I had to manually open the Emma URL to log in again.

Note: This conversation was created from a reply on: Increase one-hour logout window.
Photo of Chinook Medical Gear

Chinook Medical Gear

  • 36 Posts
  • 5 Reply Likes

Posted 4 years ago

  • 14
Photo of Paul Zimmerman-Clayton

Paul Zimmerman-Clayton, Official Rep

  • 400 Posts
  • 34 Reply Likes
Official Response
Hey all, as you can see we've had quite a few reports of early log-outs, so we're looking to gather as much information as we can so we can get to the bottom of it. It's possible that you might be running into a similar, but unrelated issue as well, so I'll be keeping an eye out for that. If you wouldn't mind, please answer these questions for us. If you don't want to share, just let me know and I'll reach out directly. 

1. What sub-account are you working in? Did you notice this happening in other sub-accounts as well?

2. What browser (and version) are you using? You can go to www.aboutmybrowser.com to quickly get that information.

3. What part of the Emma application are you working in when you experience that automatic logout trouble?

4. What were you doing when you got logged out? 

5. Do you have Emma open in multiple tabs on your browser?

6. Could you take a screenshot of the "you've been logged out" screen?

7. Last of all, what username are you logging in with?

We appreciate this information! If you have any questions in the meantime, please let me know!
Photo of Paul Zimmerman-Clayton

Paul Zimmerman-Clayton, Official Rep

  • 400 Posts
  • 34 Reply Likes
Official Response
Hey all, we've made a few changes and we've had no new reports of early logouts in the last few days, so I wanted to check in with everyone on this thread. Please let me know if you are still getting logged out in the middle of your sessions, or if you haven't noticed that problem lately. Thanks so much for your help and patience!
Photo of Paul Zimmerman-Clayton

Paul Zimmerman-Clayton, Official Rep

  • 400 Posts
  • 34 Reply Likes
Official Response
Hey folks, just a quick update. We haven't forgotten about this issue, and we're still working to get it fixed. It's been especially hard to pin down a fix since we're unable to reproduce it consistently. That's not to say that we don't believe it's a real issue -- we've had numerous reports, and it's a bug in our system that we're actively tracking. 

Being unable to reproduce does make it harder to find a fix, however, since we can't easily find the source of the problem. Here's a (rough) analogy: imagine a smoke alarm with a dying battery. It chirps once every 30 seconds to let you know it's dying. If you’re like me, and have a few smoke alarms in your house, you spend those 30 seconds looking around trying to figure out what just beeped. Then when it does, you move towards where you think the sound came from, and wait again. Then again: you hear it, move, and wait. (And, if you’re still like me, you were wrong the first six times, and it was actually the carbon monoxide detector that rolled behind the fridge.) If the smoke alarm would just beep consistently, it would take 15 seconds to find it, and another 15 seconds to replace the battery. But since you spend so much time hunting down the beeping sound, it takes longer. 

In the case of bugs, intermittent bugs that affect some users but not others are especially difficult to track down, because we spend so much time finding the root cause of the bug. Usually intermittent issues have to do with some kind of interaction between our application and more local factors, like browser, computer or network, which is why we’ve asked for so much information from users who are running into this bug. That information has been helpful so far, so if you’re still getting logged out while in the middle of editing, please answer the questions I posted earlier in this thread, and we’ll take that into account. 

Please know that we’re hearing you, and we’re digging in. It’s clearly a frustrating bug that’s having a direct, negative impact on your experience using Emma, and we’re working hard to track down a fix so that experience will improve. It would still be helpful if you would answer those questions I asked earlier so we can have that information on hand. Also, if you’re one of the users who has experienced that bug, but have since not been logged out early, please let me know! You might have some information that can be helpful to everyone.
Photo of Emily Hollingsworth

Emily Hollingsworth, Alum

  • 2203 Posts
  • 158 Reply Likes
Official Response
Hi friends -- We're officially calling this issue resolved! Please give us a shout here if you're seeing something different. Thanks, as always, for your patience as we worked to resolve this bug.