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Users being logged out of webmail after a very short time
Problem reported by Jason Blanchard - 1/28/2021 at 7:37 AM
Submitted
Last night I updated to Build 7692 and I've noticed today that I've been getting constantly logged out of webmail. Maybe every 20 minutes or so. Are there logs or something I can view to track down why it's happening? I've got my application pool to set to recycle after 1440 minutes. Never had the issue of being logged out before the update. I haven't had any calls about it yet this morning, but I'd like to try to stay ahead of it and get this fixed before they do lol.

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Derek Curtis Replied
Employee Post
Hi, Jason

In most cases, when customers see logouts in webmail, the issue has to do with a time zone setting. Here's a KB on some things you can look for to help with this issue: 

Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Jason Blanchard Replied
I'll try to clear out the cookies on my computer, but it looks like it might be something else. I only say that because I'm seeing users from different companies all getting logged out at the same time. A lot of the ones that got logged out earlier have been connected for an hour now. Who knows. I'm going to keep an eye on it throughout the day.
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Jason Blanchard Replied
Here's some more info. I'm using Firefox to login to webmail. I tried to delete any cookies for the site but there were none to delete. But I continue to get logged out. I logged in with a test account in chrome. It's been logged in for 30+ min straight while my Firefox session has logged out 3 times in that 30 min time span. Any idea why there wouldn't be any cookies stored in firefox? It's just strange considering I've never had login issues before the update.
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Derek Curtis Replied
Employee Post
Did you check all your time zone settings? We’ve seen this same issue a few times over the last month or so and it has always been resolved by ensuring time zones are consistent across the browser, device, OS, mail server and any equipment that sits between all of these. (As much as possible.)
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Jason Blanchard Replied
Yeah my timezone settings matched. One thing that helped in firefox was I had to disable "Enhanced Tracking Protection" for that site. I think firefox was preventing it from storing cookies? I turned it off yesterday afternoon. I'm going to try to let it stay connected today to see if that resolves it.
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Jason Blanchard Replied
Ok so that didn't fix it. It just logged everyone out of webmail 5 minutes ago. 
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ActorMike Replied
I've had this issue as well for several months in the admin when impersonating a user. SM won't save drafts and effectively logs out the impersonated user which requires logging back in again.

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