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Michele Gaw

Users auto logout issues Sage CRM 2019 R2

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We are having some issues with users getting logged out of Sage CRM after 30 minutes of inactivity.

Here are our settings...

1.  CRM App Pool.  Process Model ---> Idle Time-out = 0

2.  CRM -> Administration -> Users -> User Configuration -> User Inactivity Timeout = 720

Note.  Attempted to set the User Inactivity Timeout to 0.  However, it automatically updated itself back to 30.

We set the timeout to 720 about a week ago.  However, today, it was set back to 30.  Is there something that "auto resets" this?

Also, Auto-logout is set to Yes.  I wanted to update that to No.  However, this field is grayed out.  I don't remember this being grayed out in the past.

Two questions here.

1.  Can you no longer set the User Inactivity Timeout to 0?

2.  What causes the system to auto reset to 30 minutes?

Any assistance would be greatly appreciated.  Thank you!

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  • 0 in reply to Michele Gaw
    SUGGESTED

    There was a change in 2019 R2 I think.  Have you checked the release notes?  - Sorry I am supposed to be in a meeting.

  • 0 in reply to Sage CRM

    Just checked for you, release notes states "Auto-Logout wasn't terminating users when set to Yes = Issue is Fixed"

    Michele = I would put the CRM App Pool back to 120minus and adjust the CRM Inactivity Time out to the time you want. Also is there seriously a need to have users permanently logged in for 12 hours? In theory they should only be logged out automatically if they haven't clicked within CRM during a period of time. 

  • 0 in reply to Matthew Shaw

    Thank you for the reply. 

    Our users do not want to be logged out of CRM during their work day.  When you are in and out of CRM all day it can become a bit frustrating to get the "you are not logged in" message each time you return to CRM.

    We used to be able to set the value to zero.  However, when we do that in CRM 2019 R2, the system automatically sets itself back to 30 minutes.  Therefore, I adjusted the value to 720 minutes in an attempt to cover the workday (plus extra in case someone had a long day).  720 was my attempt to get to 0.

    I will double check the release notes.  Am I correct that at one time, we were able to set the value in CRM to 0.  This would prevent the system from "auto" logout.

    Your assistance is greatly appreciated!

  • 0 in reply to Michele Gaw
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    In pre-2019 versions we used to set CRM to 0 and use the App Pool to control the logging out. So you could try that (i.e. set the App Pool to 720 and CRM to 0) 

  • 0 in reply to Matthew Shaw

    I cannot get CRM to set to 0 for CRM 2019 R2.  Previously, I would set both to 0.  However, CRM will appear to save the 0.  However, if you move away from the screen and then go back, it will be set to 30.  Is it just me?

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