Gocanvas log out issue

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Dhruvit Patel

We have an app in Gocanvas to collect data, the user is experiencing log out while they are actually middle in data collection, again they have to enter the whole thing from the beginning. Even they are not staying idle for more than 2 minutes, they still log out from the app. Lots of users have reported this issue to us. I don't know the solution but they got frustrated with the app. 

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    Sara Kaplow, Community Manager

    Hi Dhruvit,

    Thanks for your feedback. I understand that our Support Team is working on troubleshooting this issue with you as this is not standard functionality. Hopefully the logs that you provided for them a short while ago will point them in the right direction. 

    If other folks are having issues with the Windows client (specifically version 9.21.0.7), please chime in so we can gather some additional information. 

    Thanks!

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    Dhruvit Patel

    I can't get the log for logout within Gocanvas App. I have forwarded the log for the crash of Gocanavs app. Both issues are different.

    Thanks.

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    Sara Kaplow, Community Manager

    Understood. Both of those (the logout and the crashes) are potential bugs, and several levels of our Support Team are attempting to troubleshoot. If other folks are experiencing the issue, they should also put in tickets with the Support Team for further investigation. 

    Thanks!

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    Nathan H
    • Edited

    Have you considered white-listing or exempting the GoCanvas files from your antivirus / anti-malware package?  I have seen software suddenly become nonfunctional after an AV update caused a false positive before.  Just a thought.

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    Dhruvit Patel

    So all users are working in different organization and they have their own work environment different from mine. Even I don't know which antivirus they are using. I think antivirus might be a cause but I don't know how to tackle down this issue so Gocanvas app works smoothly without logout.  Need proper guidelines to resolve the logout issue so I can work with all user without creating back and forth conversation. I think you understand.

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