Session Timeout Setting needed & Session Expiration Page needed
complete
Michael Webb
Our company has a mixed environment for our versions. One area is public, while all of the other versions are Private or behind a login.
We have noticed that when a user is logged in and in particular, when they are viewing content in a Private version, the session seems to time out after ~10 minutes of inactivity.
We notice this because when you leave an article open and then click on any links within the same section, the user gets a 404 error displayed. There is no message stating that the session has expired or that the user needs to login. They simply get a 404 error which makes them think that the website is broken.
The only way to work-around this issue is for the user to click on the company logo to return to the homepage so they can login (again) and they have to manually navigate back to the content they want to access.
This is not only an annoyance and an inconvenience, but most users that don't have PC or computer knowledge just won't use the website because they think it's broken.
This needs to be resolved as soon as possible.
Here are items that are needed from Docu360 development:
1 - We need a session time limit setting
My company needs to control the session timeout - not document360. The needs of every company is different. If we were posting more secure content, we would likely want the current time setting - however our users need to access content all throughout their 8-hour workday so it makes more sense for us to have something more like an 8 or 12 hour timeout. I am sure we are not alone in this need.
2 - If the user's session has timed out - Document360 should re-direct the user to a page that states, "Your session has timed out - please login again" (and provide a link to do so). After the user logs in, they should be directed to whatever link / article they were attempting to originally click on when they timed out.
A 404 error page is NOT acceptable - Users do not understand this page and they think the website is broken (which it is).
I have documented how this issue is disruptive to the user experience and how it can make a novice user think the entire website is broken here is a video I've recorded showing and explaining the problem very clearly:
Log In
Al Boyle
Thiru, Once Document 360 announced this fix, we had about a month with no issues.
Then, maybe two weeks ago, our users again started experiencing the session timeouts after an hour or two of inactivity. Clicking on a link produces a 404 error.
Ours is a mixed project, all SSO users. Some Team Accounts and some Reader accounts.
Please help.
Thiru
complete
Thiru
Michael Webb the session time out for the portal is handled already in our last year's release of the feature - Portal Idle Time out configuration. When the users are in idle mode at the KB Portal, users can configure when the session needs to logged out. Please find the below article for more details.
Team Account Idle Timeout
With regards to Session expiration in the KB site, we have tokens automatically refreshing every 15 minutes once which ensures readers are not logged out automatically.
After 1 or 2 hours of idle time by the reader at KB Site, what happens
Private, Mixed - They will be still able to access the articles, still search will be performed without any page refresh events.
Public - They will be still able to access the articles, still search will be performed without any page refresh events.
The understanding is there will be no more idle timeout sessions.
Private articles in Mixed mode projects are accessible now and do not face login issues. We have also fixed this as well.
Yossi Karp
Yes! We need to be able to set the timeout and would stop complaints from customers and users.
Shannon Greywalker
We have similar complaints from our internal users. The entire site is private, and we don't seem to have an excessively short 10-minute session timeout. (That's good!). But our users do very often leave one or more browser tabs open to specific articles in the KB site. And then if they come back later (for example, the next day), they often see the 404 page and it is VERY annoying to them that the have to start all over from the top of the site and work their way back to the original page they had open.
As suggested in the OP, session timeouts should be handled more gracefully and
somehow
give users an easy and intuitive option that will re-establish the session and take them back to the original page they timed-out on.Julian Weiss
Agree - the timeout of 10 minutes is very annoying. Either change this to something like a few hours or, better, let the admin specify the timeout.
Julian Weiss
The configurable timeout is only when SSO is set up. I would like to see this for all plans.
Shakeer Hussain S
under review
Marshal Ebinezar
Hi Michael, thank you for your feedback,
- We attempted to replicate your request by opening an article and then clicking on any links within the same section; the user received a 404 error. This is a bug, and we will fix it as soon as possible.
- The ability to configure the session timeout is a valid point that we will consider and add to our pipeline; we will notify you once it is planned for implementation.
Allen Huang
Marshal Ebinezar: Please, this is very needed. It will be come useless to view Private Project if this is not adjustable.