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User session expires
Scenario
By design, if you reach the inactivity threshold in Engagement Manager, the application prompts you that the session has expired then redirects you to the login page. Occasionally, user sessions expire even though the inactivity threshold has not yet been reached.
Cause
- The workstation is not configured according to the Engagement Manager setup checklist and troubleshooting guidelines.
- The workstation's Internet Protocol (IP) address changes while you are logged in to Engagement Manager.
- Load balancing settings on your firm's network need to be reconfigured.
- Your wireless connection resets while you are logged in to Engagement Manager.
- The firewall software or hardware settings are blocking GoFileRoom or Engagement Manager.
Solution
Try the following steps. If one of the procedures resolves the issue, you do not need to complete the remaining steps.
- Check that the workstation is correctly configured according to the Engagement Manager setup guides.
- Check that the user's IP address does not change. If the IP address changes while logged in to GoFileRoom or Engagement Manager, update the IP address setting so that the address is static.
- Have your firm's qualified IT professional check the following network and firewall settings:
- If load balancing occurs on your firm's network, confirm that load balancing settings outlined in the are configured correctly.
- If the wireless connection was reset while the user was logged in, have them connect to the internet with a wired connection and attempt to recreate the issue.
- If you use a software firewall, disable the firewall and attempt to recreate the issue.
- If you use a hardware firewall, verify the settings on firewall device(s) and attempt to recreate the issue.
This article applies to:
- Product: Engagement Manager
- Subject: Password, User account