Continuous Re-login

Problem reported by John Marx - September 26, 2017 at 5:54 AM

Resolved

We noticed that we are constantly asked to login over and over again with version 16.3.6474.

We have reports from users than every 2-3 calendar entries in web mail they are asked to log back in. They just bought a brand new computer and have tried under Edge and Chrome.

We have also noticed logged in as an administrator. If we go to manage a domain, that we are asked to log in every few minutes.

If we stay on the spool screen and leave it for hours it seems fine. It is only when we leave the main screen.

John, do you or do your users have "Remember me" ticked on the login page?

I'm testing this across browsers and don't see the behavior on the system admin side nor do I see it when managing a domain. I don't use "Remember me", though. Derek Curtis September 26, 2017 at 8:26 AM

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Derek, I do know for a fact that I do have remember me checked. John Marx September 26, 2017 at 8:33 AM

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Try disabling that and let me know if you continue seeing the issue. I'll test it on my side as well. Derek Curtis September 26, 2017 at 8:45 AM

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What interval are you seeing the behavior? You said "every few minutes" so does that mean less than 5 minutes? 30 minutes or more?

UPDATE: I may have spoken too soon. Testing some more... Derek Curtis September 26, 2017 at 9:10 AM

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Derek,

Did the uncheck and that worked. Below are the steps I did.

1. Login (auto-filled in Chrome and Edge)
a. Remember me is unchecked
2. Click on domain
3. Click on manage
4. Click on impersonate (chose the first one in the list)
5. Click on user
6. Click on impersonate (this is where it WAS (not now) happening)

For a time I would say less than 5 minutes. John Marx September 26, 2017 at 11:42 AM

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Matthew Leyda Replied

October 2, 2017 at 6:53 AM

Come on Guys. It sure would be nice to have a short post to let us know what resolved the issue instead of just marking it resolved.

Kendra Support
http://www.kendra.com
support@kendra.com
425-397-7911
Junk Email filtered ISP

Derek Curtis Replied

October 2, 2017 at 8:59 AM

Employee Post

Sorry for the lack of detail. Essentially, what was happening was that when "Remember me" was checked on the login screen, authentication tokens were getting mixed up. This would more often occur when admin users were impersonating accounts -- the auth tokens were getting mixed up between the 2 different accounts. Once that was resolved it fixed the standard user auth tokens as well. We've sent out a couple of pre-release builds to customers and they reported back that the issue was resolved. The fix will be in this week's release.

Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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