Logouts/Disconnects using Webmail

Problem reported by David Bartholomew - 9/23/2024 at 1:19 PM

Submitted

I have a few Windows/Chrome users who are reporting that since we recently upgraded SmarterMail that they get logged out after being idle for awhile. Is there a setting in admin that I cannot find documented? This was not an issue prior to the upgrade on September 10th.

I have already asked the users to ensure that the PC clock is synced because I read that can cause this issue. The oddity to me is that I am in webmail all day and on my desktop or laptop whichever I am using I have never had this issue.

Any suggestions will be welcomed especially since I cannot recreate it in any of the browsers I use Chrome, Edge (chromium), or Firefox on Win 10 and Win 11 PCs. The client is also Win 11 with Chrome as their primary browser.

Thanks,

David

6 Replies

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JerseyConnect Team Replied

9/24/2024 at 6:12 AM

We used to get the same periodic reports of webmail logouts, but haven't gotten one in 2 years. It was always the time settings being off between the PC and the server, even just a few seconds can trigger the issue. You can reproduce the condition by manually setting the wrong time on your PC and then log in to webmail.

You can also reach out to support and they'll send you instructions for capturing the logout activity with Fiddler and with the browser's developer tools.

Curtis Kropar www.HawaiianHope.org Replied

9/30/2024 at 7:52 PM

Check and see if the end users network hardware controller is set to sleep on low power. If the user is not actually using the machine or network and it is just sitting there, the OS can literally turn of the network adapter to conserve power. Personally I think that is a stupid feature, but there it is.

www.HawaiianHope.org - Providing technology services to non profit organizations, low income families, homeless shelters, clean and sober houses and prisoner reentry programs. Since 2015, We have refurbished over 11,000 Computers !

Richard Laliberte Replied

10/1/2024 at 4:50 AM

Curious on this one too. We weren't having any issues with logouts until we got upgraded from 8930, now it seems like we get randomly logged out from time to time (I've checked the above settings).

Before the update, i myself not sure about others, would stay logged in for weeks on end on my laptop, regardless of powering down. Shouldn't the "Remember Me" at login keep the user logged in via cookies or something regardless of network or power situations? i know it's a security issue, but some users only access via offices or secured devices, so clicking Remember Me and then still having to log in tomorrow is a bit annoying. The kicker is, it's not consistent. Sometimes, again myself, i can go 2 or 3 days before i get prompted to log in again, and sometimes i get prompted twice in a single day.

Jereming Chen Replied

10/1/2024 at 7:16 AM

Employee Post

This recent resurgence of this issue is one we have seen from a few clients, but what makes it difficult to track down is that it is not all clients either. And of the ones that do experience it, like Richard is saying, is inconsistent with currently no known reliable replication steps. We have had a couple of our testing environment do this but nothing stuck out on the client or server side logging and has only happened a fewer times than you are reporting. Any additionally things that can help replicate this issue would greatly expedite our troubleshooting efforts.

Jereming Chen System/Network Administrator SmarterTools Inc. www.smartertools.com

Phillip Davis Replied

12/29/2025 at 9:56 AM

I realize this is an old thread, but I'm wondering if a solution has been found. I have a user that is having this same issue. There are multiple users on this domain, but only one user is getting logged out of webmail and on different computers. Even using a computer of a user that is not having the issue.

Richard Laliberte Replied

12/29/2025 at 10:43 AM

So we recently had a ticket opened over this exact same issue, and were told they couldn't replicate. we have it happening to multiple different clients on multiple browsers multiple devices across multiple networks.

The only consistency we found was if webmail was left open. If they close the browser between and only go to webmail when they want to check everything stays logged in. We were starting to think it's more of a connection issue when it's checking the server, if it can't connect under certain circumstances (maybe network blips or high latency or other causes) then the browser closes the session. We've also noticed log out's when the system goes into hibernation if you left the browser open, but not always.

It would be nice if this problem could be resolved. it's already cost us several clients because of this exact issue.

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