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Session Timing Out Immediately

Tom Metz -

WP has a security policy in place that forces inactive logins to expire after a period of 10 minutes or so. However, a handful of users have reported that immediately after logging in, they are taken to the Session Timeout page when they try to navigate the MyWP site or respond to an assignment.

To date, the exact cause of this issue is unknown since we are not able to reproduce it in any of our environments. As best we can tell, it is related memory caching done by the person's browser, computer, or network (possibly even their Internet Service Provider). The way we know this is because usually the person can go to another computer on a different network, and the issue goes away.

But we do have a work around. It seems that if the person logs into MyWP with a slightly different web address, the issue goes away (even though it is still exactly the same site). The alternate link to try is:

http://www.worshipplanning.com/p/li.cfm

We are continuing to research this issue. It is a known problem among other websites, but no one seems to have a permanent resolution for it.

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11 Comments

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    Diane Swearingen

    We have a person on our team who is experiencing this issue, however it has happen to him from multiple computers.  I will let him know of the work around.

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    Tom Metz

    Hi Diane.  I need to update this article, but since we rolled out WP4.0, we've heard that having the "keep me logged in" checkbox enabled also helps with this issue.  Perhaps your team member can let us know if this works for him?

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    Diane Swearingen

    I have passed your suggestion on to him.  One thing that he found would work for him was this - if he logged into the Support Center after getting the "Timed Out" message, then he would stay logged in and be able to view services / accept assignments, etc.  But he had to take that extra step in order to not get timed out right away.  Heard of that happening?

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    Tom Metz

    Wow.  Where does the time go!?!  Sorry for not responding sooner.  It is very strange that logging in to the Support Center would help.  Thanks for sharing that info.  Any ideas if the "keep me logged in" checkbox helps him?

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    Kim Priore

    I'm getting the session timeout notification box when I try to access the 'files' tab on a given service. If I close the box, the screen stays the same except all the files (which I know are there, I saw them the other day) don't appear.  If I hit the refresh option, it kicks me back out to the main page with the calendar. I tried logging in and checking 'keep me logged in' but got the same results.  I can access every other tab except the files.  I can click on a specific song and then get the 'attached files' but not the files that are attached to the service itself.  Any thoughts?

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    Frank Canale

    Hi Tom...

    I tried using the alternative web address/link you provided in your original message but to no avail...I experienced the same issue.

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    David Ward

    ► I am having this problem today (for the first time, at this time). After successfully ACCEPTING 2 other Assn'ts a persistent "Session Expired, Log-In Again" appears for the 3rd Tentative Acceptance. • After refresting the page as recommended, the problem persists. • Logging-Out & back In does not clear the problem. • Logging Out, clearing all of Chrome's cookies, history, & cache, and back In again, the problem persists. Other non-response aspects of the site seem to work as expected. • Will try Alternate Site to try to submit the 3rd response (to an Assn't)..

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    David Ward

    • Comment immediately above: Use of the Alternate Site worked fine.

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    Tom Metz

    Hi David.  I was able to look at the error logs generated during your assignment response attempts, and it appears there is an unusual character in your response.  In fact, it is the same character that's at the start of the your first comment above (sideways triangle).  If you remove that from the response note, it should save without issue.

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    David Ward

    ~ Thanks, Tom. The "unusual character" is in the standard Arial Unicode character set with a MS Character Map ID of U+25BA "Black Right-Pointing Pointer." Sometimes, historically, "Tentative Acceptance" msgs seem not to be seen or acknowledged; so a bullet-pointer was tho't to be helpful as an Alert call-out to our IT folks - unless it's transmitting as a blank-box (probably) or garbling the msg. Interesting that it would generate a persistent Session Expired anomaly instead of some other rejection notification - & be accepted here but not there! Will avoid its use in the future. ~ Thank-you.

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    Tom Metz

    Thanks for the follow up info, David.  Yes, the main WorshipPlanning.com database currently only accepts a more limited character set (though that is due to be updated in the near future).  This support site is provided by a partner call Zendesk, and they already accept that larger character set.

    Let us know if you run into any more issues.  -tom

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