Automatic logout even when set to no do anything

Remote Support and Access
1

Can someone share if the same problem is happening with others?
We suddenly started noticing that after we disconnect the session is logged out, however we have the group set to no do anything after disconnecting and prefer it this way.
Thanks for any info regarding to this issue.

2

Do you mean the technician session, or the windows user is logged out?

We are on 5.5.2 and not experiencing any of these issues.

3

I mean the windows user is logged out. It only happened after the upgrade and I’ve it unchecked so it shouldn’t log out. I’ll have to do some more digging but time hasn’t been available. We didn’t have any issues with the 5.5.2… only after the upgrade to 5.5.4

4

Ah, thanks for clarifying. That would be quite annoying. I’d say that we’ll upgrade to 5.5.4 and see if it’s happening to us, but now I’m scared to. :grin:

5

Lol… we enjoy using simplehelp and their tech support has been great. I’ve been with them for probably around 15 years or more…
This issue caught me by surprise but it is far from a deal-breaker, it is only a temporary nuisance . They requested logs (promptly) but I’ve been way overwhelmed with work to be able to get on it. I’d wait a bit to be sure all is good with this release. Now it is the only issue I’m dealing with but I’m sure they will help with it. Thanks for your replies!

6

Hey Joao_Ferreira, did you figure out what caused the issue? Or did support tell you how they fixed this issue? We just had it happen to us after updating to 5.5.14 from 5.5.11.

1 Like
7

Logout at end of session can be set in the following ways:

  • It’s automatically on for members of Remote Work Groups that are not allowed to connect to machines in use: Otherwise when they end the session they can leave their local logon, so they lock themselves out from reconnecting with Remote Work until they can be logged out (since the machine appears to be in use). If this is happening to a user who’s supposed to be able to log into the Technician Console and start Support/Access sessions, they shouldn’t really need to be in a Remote Work Group as well since Remote Work is a restricted form of Access. Email our support inbox if your use case requires both: I should be able to devise a better way to set that up.

  • It can be specified in a Technician Group’s Permissions under End of Sessions: https://simple-help.com/administrator-guide#setting-technician-permissions

  • It can be toggled in the Technician’s Preferences as a default session setting: https://simple-help.com/technician-guide#default-session-settings (this’d be ignored if you toggled it off during the session)

  • Toggled in-session here: https://simple-help.com/technician-guide#session-settings-2 (you’ve ruled this out)

None of these have changed to my knowledge between 5.5.11 and 5.5.14 but it’s faintly possible the authentication fix in 5.5.12 allowing OIDC and LDAP to work in tandem has automatic group assignment for both working, which might have added Technicians to more Groups configured to accept them.

1 Like
8

Hey! It was related to extra settings and the way we had it configured. Please check Chris_Boon reply as it is correct. Good luck!