11-28-2019 04:44 AM
We have 10 users on Version 18.104.22.168, Update 1 Cloud
At random times of the day, doing non specific tasks users are auto logged out. They can be doing a lookup, adding contact details, editing notes, adding history, browsing or just sat in front of it doing nothing at will get logged out. WE have a mixture of Chrome and IE users on Windows 10 computers or above.
It's extremely frustrating when you have been on a call and you're making all the notes etc. from the call only to press "ok" and be met with the login screen. Once logged back in it hasn't saved the note so you have to start all again.
This is just one of many problems we are currently facing and I wondering how many others face this issue?
11-29-2019 01:32 AM
One question, is there any message on the login screen when you log back in?
Act Premium Cloud will log you out after a period of inactivity, but that doesn't sound like the case here (and anyway you would get a pop-up warning).
In any event it shouldn't be happening so I suggest you call support as they may need to tweak something at their end.
11-29-2019 02:14 AM
When the ACT fpr WEB service is set up on the server it has a default timeout value of just 20 minutes. This can be changed on the server under Web Site Administration - Options up to 12 hours so would suggest asking this to be changed to 8 hours.
Depending on versions and patches other user of the web version were being kicked out when trying to add a note or attachment etc so see if there is any common action that triggers the kick out.
11-29-2019 02:14 AM
Thanks for the reply, I contact support all the time, unless they witness it happening it's very difficult. They don't treat it as a defect and therefore it's just left as "they're looking into it". The message on the login screen says "there has been a server error" or similar. But according to the ACT support this message is unhelpful and doesn't mean much.
It's definitely not an inactivity logout, one user got logged out 3 times within 10 minutes yesterday; you can imagine how frustrating this is when you're trying to schedule calls, update records etc.
I am sure it has to be an issue with the cloud/server.....
We have several issues with the software that we pay a lot for, is this the case for all or just us?
11-29-2019 02:16 AM
Apologies we posted at the same time, there isn't any pattern to the logouts unfortunately - the sales team are always doing something different such as adding a note, new secondary contact, updating history, changing address.....very basic functionalities.
11-29-2019 02:32 AM
One thing I do recommend is to "clean out" your browser. History / passwords the lot. Start with a pristine clean browser. It may not help, but sometimes it does, and anyway it will eliminate the browser being the source of the problem at your end.
For example, in Chrome click Ctrl + Shift + Del and clear everything for all time. (You'll lose any saved passwords so you'll have to set these up again)
You can also Reset to default settings under Settings > Advanced.
11-29-2019 02:51 AM
Thanks Jeff, we have already tried all that, some users prefer IE, some Chrome. At the same time whilst I was on a support call yesterday an IE user got logged out and a Chrome user logged out. This was enough for me to assume this isn't a browser issue; however the ACT support team said they would look into it.
It's getting a little frustrating....after using the software for 18 months maybe it's time to change as constantly feel like a guinea pig testing the system.
11-29-2019 02:59 AM
I hear what you're saying.
I would still encourage you to push SPI support to escalate your issue if they can't resolve it. We've all seen similar issues from time to time but once they get it stable it generally remains stable.
12-11-2019 02:06 AM
There are multiple reports of issues with V22 Cloud users being kicked off for ne apparent reason and Patch 2 does not seem to have fixed the problem. Would welcome an update from moderators but they seem to have deserted this forum since V22 came out. My only advice to anyone who has not yet upgraded to V22 is to wait until these issues have been resolved.