AnsweredAssumed Answered

Users being repeatedly asked to relog in

Question asked by Francesca Shiekh on May 12, 2015
Latest reply on Jul 16, 2015 by Francesca Shiekh
I have a number of users who are prompted regularly and asked to log again in because their token has expired.
We have not changed any of the default settings in the config_override.php

I am a little confused by the article below:
http://support.sugarcrm.com/04_Knowledge_Base/02Administration/100Troubleshooting/Troubleshooting_Su...

this states "It is recommended to set the access_token_lifetime value (e.g. 1800) to be half of the refresh_token_lifetime (e.g. 3600). "
yet if you look at the defaults the refresh token is 2 weeks and the access token 1hour.

Still, according to this same page:
"If the access token expires, Sugar will automatically pull for another access token as long as the refresh token is not expired. This allows the current session to be active indefinitely."

But, at least with the default settings, that is not the case.

Are my users getting this because they keep multiple SugarCRM tabs/windows open?
Are those being mistaken for multiple sessions?
Some claim that when they are logged out they need to log in again in each of the windows they have open.
Should I advise against using multiple windows?

thanks,
FrancescaS

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