Version 2

    Overview

     

    At some point, you might come across the orange bar saying "You may have been logged out."

     

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    This error message isn't entirely helpful, since in a lot of cases, the user was never logged out. So how can we troubleshoot the problem? The following is some information that will help the Support team quickly and effectively pin down the culprit

     

    Helpful Information

     

    Is the problem reproducible? If so, how?

    Can this error be reproduced by the affected users consistently? If so, what are the steps to do so? Is it affecting all users, or a subset of users? Is it triggered by accepting social group invitations, or by clicking in Spotlight search?

     

    Was the user actually logged out?

    Are they able to continue browsing the instance after facing the error, or are they forced to log back in?

     

    When was a time (with timezone) and the username of a user that ran into this?

    If your instance is On-Prem, please also include your sbs.out, sbs.log, and jive-httpd-access logs that cover this same time period.

     

    Are there any Network issues?

    The easiest way to test this is to use Google Chrome. Click the Menu button > Tools > Developer Tools, Network tab. Click the button, which will clear the Network pane, and then reproduce the error. Are there any 400 or 500 errors that show up? They will show up as red. Click them to expand them, and add them to the case.

     

    Are there any Javascript errors?

    Again, testing this is easiest in Google Chrome. Click the Menu button > Tools > Javascript Console. Click the button, which will clear the Console pane, and then reproduce the error. Are there any javascript errors that show up? They will show up as red. Click them to expand them, and add them to the case.

     

    Summary

    Making sure that you include this information in your support case for your error will greatly expedite the troubleshooting process.