Error when for Log in when timed out

[rsedoris]

In the past week when the program times out, the log in screen appears.  When you sign in again, instead of logging you back in, the program gives you again a screen to sign in.  When you attempt to log in, it closes the entire program instead of logging you in.  Request that you correct the program to go back to being able to log in when you sign back in after being logged out.

[JOFI]

Yep, same thing has happened to me.  Not the end of the world (a prompt always appears asking if you want to save your current file before it shuts down), but an irritating bug that should be fixed!

[dd4vols]

Same annoyance here. Affects all of the computers on our network.

[IRonMaN]

This is one of those things that is an annoyance, but if it is the worst thing we have to deal with during tax season, I'll take it.

[Frustrated-in-IL]

I called them on this on Friday and they had no idea about it.  I do think it is an annoyance now in July, but I sort of think if this is happening next March or April during tax season, it will be a more than an annoyance.

Knowing Pro Series and Intuit, this will unfortunately not be the worst thing to deal with during tax season!😭

[dd4vols]

And it only happens in the 2024-year program.  I did a couple of amended returns yesterday. And did not occur in 22 or 23.  And I specially left them open for hours to see if it did occur in them. It does not.

[Kathi_at_Intuit]

Hello @rsedoris, 

Thank you for your post and for bringing the login timeout issue to our attention. We also appreciate everyone who has confirmed they’re experiencing the same issue.

We are reaching out to ProSeries regarding this.

Thanks,
Kathi

[rsedoris]

I ran a Tools-Repairs Update and it seems to have resolved the issue.  I think that it had to do with the update that went in a few days before I opened up the issue.

[Kathi_at_Intuit]

@rsedoris That's excellent news! Thanks so much for sharing that the Tools-Repairs Update seems to have resolved the issue. Others could try this to see if it works for them. 

After speaking with ProSeries about the timeout it is recommended to fully close and relaunch the program entirely. This is generally the best practice to ensure a smooth experience and clear any potential session issues.

We appreciate you letting us know what worked on your end!

Thank you, 

Kathi 

[TaxGuyBill]

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@Kathi_at_Intuit wrote:

After speaking with ProSeries about the timeout it is recommended to fully close and relaunch the program entirely. This is generally the best practice to ensure a smooth experience and clear any potential session issues.

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Unfortunately, that is the developers' way of saying "We don't know what we broke, but reboot it and that should fix the problem".  And it seemingly indicates they have no intention of fixing the problem.

[dd4vols]

@Kathi_at_Intuit   That does not work, unless you are telling me that "fully close the program and relaunch' is somehow different than being logged out or exiting the program, and signing back in??

[Kathi_at_Intuit]

@dd4vols  When the program times out, your session is severed due to inactivity. While it stops the active session, it doesn't always perform a complete, clean shutdown of all background processes or cached data. When you close it out completely this ensures the program:

Closes all open files and connections properly.
Releases system resources cleanly.
Clears temporary data associated with your session.

Exiting and reopening clears any lingering session issues, and ensures the program is ready for a completely fresh start when you sign in.

[dsocpa]

The whole sign in process is flawed.  Today I'm getting an unable to connect error message when I try to access PS Basic.  

I have the most difficulty in the community requiring multiple sign in and bombing out when entering a post.  It's an unbillable time suck.

[Kathi_at_Intuit]

@dsocpa  Thanks for sharing your experience with logging in to the program and community. Have you tried reaching out to ProSeries support for the program log in error? After looking into this, where community is concrened, we've found that this situation could be related to cached data in the web browser. Using incognito mode or a private browsing window to see if it works would be a good indication if it is cache and cookies causing the log in issue to happen. If it does work in incognito we recommend clearing your browser's cache and cookies, which forces a fresh session. We've seen that it's often best to clear cache and cookies for all time, and in some cases, this may need to be done twice. It's also recommended to close and reopen the browser after clearing the cache. 

We hope this helps and we look forward to your continued contributions in the community. 

[TaxGuyBill]

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@Kathi_at_Intuit wrote:

We've seen that it's often best to clear cache and cookies for all time, and in some cases, this may need to be done twice. 

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Unless we are told which SPECIFIC cookies (and cashe items) to delete, that is NOT an acceptable answer.  Clearing everything is like saying when your vehicle's headlight is burned-out that you need to buy a new vehicle.  Anybody that suggests clearing everything is indicating they have no intention of fixing the actual problem.