Log out issue
Answered
Zendesk Ticket: Ticket: Log in – Momentus Support Center – Zendesk
Account: Victoria Park Golf Complex
Region: APAC
General
Business impact if not resolved: Client am trying to assist another team member with their work
Short Summary of issue (issue description): User unable to log out from the site in order to log in with another user
Macro Vertical: Convention Centers
Debug Environment:
Customer DB Location: Hosted
Database: VPGC_Prod_0254158758_USI
Server: Debug-Sydney,1433
Version:25.12025041602
V30 Link: https://supportwebap.ungerboeck.com/VPGC_Prod_0254158758_USI_V30/app85.cshtml?ReturnUrl=%2fVPGC_Prod_0254158758_USI_V30
User Login: usiadmin\ITRocks2014
Recreation Steps:
User trying to log out to come to log in screen but unable to do so.
After clicking on sign out option it loads back with the same user credentials.
Tried clearing server, browser cache still same issue. User has logged out from other tabs and also tried the same on other machine but no luck
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Observed vs. Expected Results: unable to get to sign in screen vs User should be able to logout using sign out option
What does the client want to accomplish: User just want to sign out from their user login and trying to sign with another creds
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Mike Schepker please review
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Divya Thakur What happens if they try to login/logout in Incognito or Private mode? Sounds like there's still a cookie being saved in their browser (probably from previously checking Remember Me).
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Mike Schepker As checked with the client after clearing the cookies and server cache then using private and incognito mode below are the observations
Confirming this doesn’t occur immediately after clearing cache. This is only a short term fix as if I try to open another tab at any stage later in the day it bypasses the login screen.
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Divya, what browser/OS is the customer using? Does it happen on different browsers?
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Seth Halvaksz Yes client confirmed on different browsers same issue
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Mike Schepker can you assist here
If its happening on multiple browsers, not sure what to recommend
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Divya Thakur do they use SSO? Maybe they have some kind browser extension or something else on their machine that automatically logs them in with their SSO account.
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Mike Schepker Yes they do use Auth Configuration-AD Authentication (AD). But already confirmed that they have tried to remove the password but no luck and everyone is facing the same issue in their org. Also this doesn’t occur immediately after clearing cache but later in the day same issue.
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Divya Thakur i'd recommend you talk to some of your colleagues in support to continue troubleshooting this
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