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Session Timeout Issues

Fecha de publicación: Jul 12, 2024
Descripción

Troubleshoot issues where a user keeps getting logged out of Salesforce, despite settings, with the tips below. This guide covers various session timeout scenarios within the Salesforce UI and helps rule out platform-specific causes.

Note: The below steps will help rule out Salesforce settings as a cause. Salesforce Support cannot troubleshoot third-party/API/integration or device/browser interference with session settings. 

Solución

User Session is Failing to Timeout (UI) 

If a User session is not timing out, then the User's session is being kept alive with activity from an alternative source. This could be the result of an integration utilizing streaming API, a local page refresh extension, or software in their browser, or it may be due to a User utilizing Console View with push notifications enabled.

Suggested:
Test using incognito mode (15 min) timeout to rule out Browser/Device interference. If the session continues post timeout value selected, work with your developer team to isolate any streaming API or integrations that may be keeping the session alive. If the session times out as expected, work with your IT team to rule out software in the browser. 


User Session is Timing Out Early (UI)


1. Ensure the timeout value of the User's Profile matches the expected value. Changes to the org-wide Timeout value do not apply to users of a Profile with its own 'Session times out after' value. To learn more, see View and Edit Session Timeout Settings in Profiles​.
2. It is important to note that a current active session is not updated until halfway through the session's timeout period. For example, a session with a 30-minute timeout value does not begin to check for activity until the last 15 minutes of the session. Regardless of activity during the first half of the session, if no activity is detected in the latter half, the session will time out.
3. If the issue is with only a single user, it is recommend to investigate the specific User’s local use of Salesforce:
  • Does the issue occur in multiple browsers?  Test in Firefox, Edge if possible.
  • Does the User store bookmarks or desktop icons to Salesforce with invalid references or bad URLs?
  • Check to see if the affected User has extensions or plugins installed in their web browser.
4. If the issue is with multiple users:
    • Navigate to Setup | Security Controls | Session Settings to review if the following are not enabled, as these settings may directly impact User sessions. You can review the definitions of these settings by reading Modify Session Security Settings​.
    • Force logout on session timeout. (highly recommended)

Note: If both 'Disable session timeout warning popup' and 'Force logout on session timeout' are enabled at the same time, then session issues can occur. These settings should not be utilized simultaneously.

Example: Organizations in the Lightning Experience UI, with both of these permissions enabled, encounter issues where the Session cannot refresh. All Lightning Users in this scenario would be logged out, without warning, once their Profile session timeout value has passed, regardless of activity.

​If none of the above have resolved the issue, please log a case with Salesforce support to request additional assistance.
In order to help expedite the resolution of your case, please provide our support team with the following information when creating a new case: 

1. Does this happen in Lightning or Classic or Console? 
2. Please provide a minimum of three affected usernames even if the problem is with a specific profile.
3. Please include a screenshot of the error message including timestamps with date, time, minute, hour for when the issue occurred. Confirm if user has tried multiple browsers, or incognito mode.   
4. Please include examples of sections in Salesforce where the timeout occurred including URL's to specific cases where this has occurred.
5. Full repro steps needed so that we can check what area of the system may be attributed to the session issue.


Suggested Checkpoints to avoid session issues - best practices include: 

1. Check the browser for ANY ghostery type plugins that need to be removed.
2. Check the browser for 3rd party cookies, must be set to "allowed" as 3rd party cookies when blocked can cause session issues.
3. If users are running custom Visualforce pages and using lighting with SSO single sign on, a new configuration may be required in many cases - please file a support case for developer support if this is needed for SSO reconfiguration. Premier Support required.
4. Multi-tab Use - Sessions can be inter-tangled with other pages for example if existing session is hitting against another session page, users will be bounced out and must login again.  Recommended for only Single tab sessions are advised.
5. Chatter - users getting logged out upon new posts. This is working as designed and may occur after maintenance when page is out of sync or needing to refresh. This happens so that new updates may refresh.
6. Lock session IP to which originated (in session settings) if checked please "uncheck," this can logout users that are not within single IP sessions, recommended to keep unchecked for best results. When checked this is working as designed.
7. Transaction security policies - when in place settings may require single tab sessions and can boot users out if more than 1 active session is being used at a time. A workaround is to adjust via TSP to multi session when Transaction Security Policies are in use. Please let your support agent know if you're org uses transaction security.
8. Set timeout value to less than 24 hours and check the logout during session timeout box to identify when users are being timed out, they will have the option to continue the session if they are actively working. Pop up is highly advised.  Working with smaller timeout values helps when testing timeout issues.  
 

 

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