I keep getting logged out??

2

Comments

  • WinsomeWorksWinsomeWorks Registered Users Posts: 1,935 Major grins
    edited November 18, 2014
    herojosie wrote: »
    Hi Anna,

    If you're being logged-out, then it is quite possibly an issue with your web browser's cookie settings - or could be related to a third-party addon (Adblock, etc). Can you check your cookie settings within your browser and make sure that it is not set to block cookies.

    If you continue to have issues with this, please contact us directly:
    http://help.smugmug.com

    I've been around this block many times. So have many others, and I imagine lots of people have simply given up complaining about this issue because SmugMug refuses to get it resolved, for 2 years plus. Some of us report it, then just go back & deal with it for months at a time because there have been no real answers, no resolution, from SmugMug. I don't have problems with cookie settings, don't have Adblock, etc. etc. Remember, I've stated that I have the same issue with several different browsers and several different operating systems. Could SmugMug not start with recognizing what precisely it did differently when it introduced the huge page? And also start with looking into Allen's suggestion, which I reported in my last post. Quote: "this issue will not be fixed until a Browser recognizes the log-in page as a password page." I don't personally know the in-depth meaning of that, but I see that no SmugMug guru has responded to it. Knowing that Allen is a person who'd only say something like that if he'd seen something behind the scenes that wasn't quite right, I'd like to hear a response about it, & I'm sure others would as well. Thank you.
    Anna Lisa Yoder's Images - http://winsomeworks.com ... Handmade Photo Notecards: http://winsomeworks.etsy.com ... Framed/Matted work: http://anna-lisa-yoder.artistwebsites.com/galleries.html ... Scribbles: http://winsomeworks.blogspot.com
    DayBreak, my Folk Music Group (some free mp3s!) http://daybreakfolk.com
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited November 19, 2014
    start with looking into Allen's suggestion, which I reported in my last post. Quote: "this issue will not be fixed until a Browser recognizes the log-in page as a password page." I don't personally know the in-depth meaning of that, but I see that no SmugMug guru has responded to it. Knowing that Allen is a person who'd only say something like that if he'd seen something behind the scenes that wasn't quite right, I'd like to hear a response about it, & I'm sure others would as well
    What Allen means is that a lot of browers need to have their form fields specified with an INPUT parameter set to "password". On your login page you'll notice that your password is entered into a form field whose input parameter is set to password. It's also why you see the "*****"'s when you enter your password at the login page.
    I've been around this block many times. So have many others, and I imagine lots of people have simply given up complaining about this issue because SmugMug refuses to get it resolved, for 2 years plus. Some of us report it, then just go back & deal with it for months at a time because there have been no real answers, no resolution, from SmugMug. I don't have problems with cookie settings, don't have Adblock, etc. etc. Remember, I've stated that I have the same issue with several different browsers and several different operating systems. Could SmugMug not start with recognizing what precisely it did differently when it introduced the huge page?

    Our Support Heroes investigate each of these issues when they see users submitting help tickets for this issue. As you'd imagine, in order to fix the issue, we have to be able to replicate it. If we were seeing the issue with a large number of users we'd be able to investigate and fix any issues immediately. Our own engineers use the site all day long and we can't replicate the issues you are having. I wish I could give you a better answer than "we can't replicate the issue." If you do exhibit this again, please make sure to email support immediately so we can dig deeper down into the issue. And as always, the status of the is constantly monitored and displayed here: http://status.smugmug.com/
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • AperturePlusAperturePlus Registered Users Posts: 374 Major grins
    edited November 25, 2014
    To add my 2c worth.. when this issue started, I complained about it several times, but as Anna has indicated has probably happened, is certainly true for me. It became like flogging a dead horse - I have stopped and given up hope that you guys will ever accept that it IS an issue and resolve it.

    I need to login EVERY single day. Smugmug forgot me a long time ago!
  • David EvertsenDavid Evertsen Registered Users Posts: 524 Major grins
    edited November 25, 2014
    To add my 2c worth.. when this issue started, I complained about it several times, but as Anna has indicated has probably happened, is certainly true for me. It became like flogging a dead horse - I have stopped and given up hope that you guys will ever accept that it IS an issue and resolve it.

    I need to login EVERY single day. Smugmug forgot me a long time ago!


    I completely agree with every word you said.. I have given up complaining on many things, it is just not worth the hassle anymore..
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited November 25, 2014
    To add my 2c worth.. when this issue started, I complained about it several times, but as Anna has indicated has probably happened, is certainly true for me. It became like flogging a dead horse - I have stopped and given up hope that you guys will ever accept that it IS an issue and resolve it.

    I need to login EVERY single day. Smugmug forgot me a long time ago!

    AperturePlus, David, etc
    This is a hard one for us because it's very difficult to replicate. I've talked to Engineering and we're more than happy to look into it but we're having a really hard time producing it since only ~0.01% of our customers are reporting it. Often in the past the Heroes find that it's some kind of browser Extension, Anti-Virus software clearing cookies, or browser settings that cause the cookies to expire faster than we've set them to. For example, I had one of our QA testers try it hundreds of times using a number of OS/browser combination's and we couldn't get the login to require re-signing in.

    I'd like to reproduce this so we can determine if it's actually an issue. If you can manage to send me a PM or email the Heroes immediately, as soon as it happens, and before you re-login, I can try to gather more information. I'd love to know anything that would help us figure out what's going on, including:
    - Operating System / version
    - Browser / version
    - Any extensions you have running (a list or screenshot)
    - Browser Cooking / history settings
    - Antivirus software / version

    I'm going to see if we can setup some kind of cookie debug page to provide us more information with state of your cookies. If you're finding you're still getting logged out tomorrow, shoot me a PM and we'll see if we can gather some more information.
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • David EvertsenDavid Evertsen Registered Users Posts: 524 Major grins
    edited November 26, 2014
    leftquark wrote: »
    AperturePlus, David, etc
    This is a hard one for us because it's very difficult to replicate. I've talked to Engineering and we're more than happy to look into it but we're having a really hard time producing it since only ~0.01% of our customers are reporting it. Often in the past the Heroes find that it's some kind of browser Extension, Anti-Virus software clearing cookies, or browser settings that cause the cookies to expire faster than we've set them to. For example, I had one of our QA testers try it hundreds of times using a number of OS/browser combination's and we couldn't get the login to require re-signing in.

    I'd like to reproduce this so we can determine if it's actually an issue. If you can manage to send me a PM or email the Heroes immediately, as soon as it happens, and before you re-login, I can try to gather more information. I'd love to know anything that would help us figure out what's going on, including:
    - Operating System / version
    - Browser / version
    - Any extensions you have running (a list or screenshot)
    - Browser Cooking / history settings
    - Antivirus software / version

    I'm going to see if we can setup some kind of cookie debug page to provide us more information with state of your cookies. If you're finding you're still getting logged out tomorrow, shoot me a PM and we'll see if we can gather some more information.

    I use 2 different machines/os and 2 different browsers.. The problem with getting support is there is no case history for the problem every time you email in so you have to go through the same old questions that you have answered many times before. I even get logged out going from gallery view to the organizer and get the permissions error from time to time.. I just don't understand. You want us to message you on DGRIN via PM when it happens again?
  • David_S85David_S85 Administrators Posts: 13,167 moderator
    edited November 27, 2014
    I have had to re-log on now almost every time I open up my SM site. The continuous log on stopped about two weeks ago.
    My Smugmug
    "You miss 100% of the shots you don't take" - Wayne Gretzky
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited November 27, 2014
    You want us to message you on DGRIN via PM when it happens again?

    Yes please. Although it's not completed yet, one of our Engineers is trying to create a cookie status tool that will help us debug it. At the least, going through me will help us keep things consolidated so you don't have to go through the rig-a-marole every time.
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited November 27, 2014
    David_S85 wrote: »
    I have had to re-log on now almost every time I open up my SM site. The continuous log on stopped about two weeks ago.

    David_S85: Perhaps it's my lack of sleep but I had trouble understanding the 2 sentences. Does this mean that you were having to login every day but as of 2 weeks ago you're able to stay logged in for longer than a day?
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • David_S85David_S85 Administrators Posts: 13,167 moderator
    edited November 27, 2014
    Starting about 2 weeks ago, I've not been able to stay logged in much, even though the stay logged in or the remember me box had been checked. Let's just say it is now more normal to have to log back in than not.

    Before that, I remained logged in on almost every new session I'd say 90% of the time or more. More unstable now. Back to where we were on this issue 9 months ago or more.
    My Smugmug
    "You miss 100% of the shots you don't take" - Wayne Gretzky
  • AperturePlusAperturePlus Registered Users Posts: 374 Major grins
    edited November 29, 2014
    My issues comes with going to my account settings page. 'Remember me' works all the time on the site itself, but EVERY single morning when I go into my account settings, even with 'remember me' selected, i have to login manually.

    Once I have logged in , I can access account settings 20 times during the day and I won't have issues, but the very next morning, the pattern will repeat itself and has done for probably a year, if not more.

    It is not a browser, or machine issue, imo. I have been having this issue across my Mac and PC machines, using varied browsers, from IE, to Chrome, Firefox, Safari. On the Mac, I have no virus protection, so it is not that either.

    Some Clever Trevor told me over a year ago, that this was normal practice for logging into account settings (despite the fact that your code includes the magical 'remember me') at which point, I gave up complaining about this issue as it became too tiresome. If this is correct and expected behavior, then remove the broken 'remember me'.
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited November 29, 2014
    Weird problem, for sure - no idea what those that are experiencing are using or doing - all I know is that I can stay logged in forever... never being logged out... FF latest on Mac.
  • WinsomeWorksWinsomeWorks Registered Users Posts: 1,935 Major grins
    edited December 1, 2014
    Log-outs
    When you "had one of our QA testers try it hundreds of times using a number of OS/browser combinations", whatdoes "it" refer to? (i.e. What did they try, exactly?) Be sure that they are trying lots of different stuff like shutting down the computer after having been logged in, and then starting it & trying to go on the site later. They should also try using various tools (captioning, etc. etc.), then shut down & wait a few hours & try going back. Just to be clear, I'm on Legacy. Idk about the rest of the folks here.

    If this can't get resolved, I wish you'd just try putting the old log-in page back in place & see what that does. That page sufficed just fine, didn't log us out, & few people seem very excited about having the big pics that aren't their own & take time to load anyway. Log-in pages on every other site I visit are much simpler than this. Perhaps if you live in a large metro area, you don't care about this. But a lot of folks are in the boonies, & the connections are still very slow in many areas.. even many on the populated Atlantic Coast. In the past month I've been in 3 huge East Coast areas (10-30 mins from large metro areas) with very slow, limited service, where log-ins like this simply make you crazy.
    Anna Lisa Yoder's Images - http://winsomeworks.com ... Handmade Photo Notecards: http://winsomeworks.etsy.com ... Framed/Matted work: http://anna-lisa-yoder.artistwebsites.com/galleries.html ... Scribbles: http://winsomeworks.blogspot.com
    DayBreak, my Folk Music Group (some free mp3s!) http://daybreakfolk.com
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited December 2, 2014
    A number of you have now mentioned you notice the login page when you access your account settings. Since major site information and settings are stored in your Account Settings we have a different rule for accessing the Account Settings: we ask you to re-authorize yourself when accessing account settings since the last 30 days or the last session, whichever is shortest. Certain browsers handle "sessions" differently but if the session closes, we will ask you to re-authenticate, for security purposes, when accessing your Account Settings. Most browsers will clear the session when the browser is closed (restarting counts). Chrome, on the other hand, starts and ends its sessions in different and less predictable ways.

    So my question: Are you noticing you have to re-login on normal pages or is it Account Settings only?
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited December 2, 2014
    Some Clever Trevor told me over a year ago, that this was normal practice for logging into account settings.

    Yes, this is correct. Due to the sensitive nature of the settings / information in the Account Settings, we require you to re-authenticate every 30 days or every time there's a new browser session.
    My issues comes with going to my account settings page. 'Remember me' works all the time on the site itself, but EVERY single morning when I go into my account settings, even with 'remember me' selected, i have to login manually.
    Did you shutdown the computer at night and then restart it in the morning? If so, the session will have been reset and you will be required to re-authenticate into your Account Settings. If you left the computer on and the browser open, let me know and I'll add you to the list of people we'll get in touch with once we have a cookie status tool worked up and we can investigate further.
    Once I have logged in , I can access account settings 20 times during the day and I won't have issues, but the very next morning, the pattern will repeat itself and has done for probably a year, if not more.

    If this is correct and expected behavior, then remove the broken 'remember me'.
    These two statements are in conflict with each other. If we remove the "remember me" button you'll have to re-authenticate any time you close a tab, even if you've left the computer on. You may have to re-authenticate 20 times instead of the one time you do now.

    I know many of you are probably going to ask if this is really necessary given the nature of having to re-authenticate. The answer is yes: we must do everything we can to ensure the security of your photos and the settings and information in your account (which includes email, name, address, billing information, etc).

    Let me give you a scenario: you login to your SmugMug account on your laptop from the library. Someone sits down next to you and distracts you and the next minute you realize your laptop has disappeared. If we don't protect your information: the next day the thief opens your laptop and your SmugMug Account Settings come up. They now have your name, address, phone #. By requiring re-authentication this actually never happens: your Account information remains safe!
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited December 2, 2014
    If this can't get resolved, I wish you'd just try putting the old log-in page back in place & see what that does. That page sufficed just fine, didn't log us out, & few people seem very excited about having the big pics that aren't their own & take time to load anyway. Log-in pages on every other site I visit are much simpler than this. Perhaps if you live in a large metro area, you don't care about this. But a lot of folks are in the boonies, & the connections are still very slow in many areas.. even many on the populated Atlantic Coast. In the past month I've been in 3 huge East Coast areas (10-30 mins from large metro areas) with very slow, limited service, where log-ins like this simply make you crazy.

    I always like to make sure I understand peoples requests: you'd like the background image removed so the login page loads faster when on a slow connection?
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • WinsomeWorksWinsomeWorks Registered Users Posts: 1,935 Major grins
    edited December 2, 2014
    leftquark wrote: »
    A number of you have now mentioned you notice the login page when you access your account settings. Since major site information and settings are stored in your Account Settings we have a different rule for accessing the Account Settings: we ask you to re-authorize yourself when accessing account settings since the last 30 days or the last session, whichever is shortest. Certain browsers handle "sessions" differently but if the session closes, we will ask you to re-authenticate, for security purposes, when accessing your Account Settings. Most browsers will clear the session when the browser is closed (restarting counts). Chrome, on the other hand, starts and ends its sessions in different and less predictable ways.

    So my question: Are you noticing you have to re-login on normal pages or is it Account Settings only?

    I have to re-login on all kinds of pages besides the Account Settings. I have my homepage bookmarked in a top-bar on FF, & so I'm often reaching my site again through that bookmark. (but not always). I did at one time think the Account Settings log-in was a problem, but it's been at least a couple years since I learned that was normal. And since that behavior was so consistent (i always need to log-in for account settings), that in itself was a clue.
    Anna Lisa Yoder's Images - http://winsomeworks.com ... Handmade Photo Notecards: http://winsomeworks.etsy.com ... Framed/Matted work: http://anna-lisa-yoder.artistwebsites.com/galleries.html ... Scribbles: http://winsomeworks.blogspot.com
    DayBreak, my Folk Music Group (some free mp3s!) http://daybreakfolk.com
  • WinsomeWorksWinsomeWorks Registered Users Posts: 1,935 Major grins
    edited December 2, 2014
    I may be wrong, but I wonder if what AperturePlus is saying about removing the "Remember Me" button is this: On "normal" log-in pages, such as before going to one's homepage, etc., the "Remember Me" button should be there, as it's a real option (but then that, & the log-in page of course shouldn't even show up again unless I've purposely logged out). However, that buttom shouldn't show up in Account Settings because it's not really an option in Account Settings... in that area, the system has to log you out for security.

    I, however, would say that the "Remember Me" button still should be there even in Acct. Settings, because you may decide to go elsewhere on your site and want to stay logged in after doing other less-sensitive things such as arranging photos.

    That said, there are still other options that other websites use, even sites where I'm doing much more sensitive actions than stuff I do in Acct. Settings. For instance, they have a sentence saying, "I'm the only user of this computer; please keep me logged in". or there's a longer time-out than SmugMug has., etc.

    For the record, any current browser I work with also has a pop-up "Remember Password" thing, but in the other SmugMug instances where I'm usually getting logged-out after the computer is shut down, even having checked that off is of no consequence. For other sites, that's evidently enough to keep me logged-in, even when they don't have a "Remember Me" button on their log-in page.
    Anna Lisa Yoder's Images - http://winsomeworks.com ... Handmade Photo Notecards: http://winsomeworks.etsy.com ... Framed/Matted work: http://anna-lisa-yoder.artistwebsites.com/galleries.html ... Scribbles: http://winsomeworks.blogspot.com
    DayBreak, my Folk Music Group (some free mp3s!) http://daybreakfolk.com
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited December 2, 2014
    I have to re-login on all kinds of pages besides the Account Settings. I have my homepage bookmarked in a top-bar on FF, & so I'm often reaching my site again through that bookmark. (but not always). I did at one time think the Account Settings log-in was a problem, but it's been at least a couple years since I learned that was normal. And since that behavior was so consistent (i always need to log-in for account settings), that in itself was a clue.

    Hmm... bummer. I was hoping the Account Settings thing nailed it. I'll contact you when we have a chance to debug the cookie.
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • AperturePlusAperturePlus Registered Users Posts: 374 Major grins
    edited December 7, 2014
    leftquark wrote: »
    Yes, this is correct. Due to the sensitive nature of the settings / information in the Account Settings, we require you to re-authenticate every 30 days or every time there's a new browser session.

    Smugmug obviously has a different interpretation of this functionality that is common place across most sites that require a login. To the best of my knowledge, this the only site that I have experienced this behaviour. Remember Me, usually means remember me. Please show me anywhere else where this functionality acts as it does here on SM?
    leftquark wrote: »
    Did you shutdown the computer at night and then restart it in the morning?

    It gets shut down.
    leftquark wrote: »
    These two statements are in conflict with each other.

    No conflict here - please read above.
    leftquark wrote: »
    Let me give you a scenario: you login to your SmugMug account on your laptop from the library...

    In a public place, or on a public machine... deselect "remember me"?? !
  • David EvertsenDavid Evertsen Registered Users Posts: 524 Major grins
    edited February 9, 2015
    I hate to be "THAT GUY" but, I am going to put on the cape and be "THAT GUY" Three months since the last private message about creating something to help folks out.. This is how things normally work for customers with serious issues on Smugmug.. Public personna and then this.. I honestly don't get it, what is the direction for Smugmug right now.. No communication about much other than postings about Landscapes and stuff. More of a broad question but, you folks know me well enough. Not sure if you like me much but, facts are facts.. #IPHONECASES would be cool too.. Falls under the same category, the principles at SM have been REALLY QUIET...


    Sorry to be that guy,
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited February 9, 2015
    David, Valid questions. I haven't forgotten about this and I understand your frustration. Our Sorcerer that is going to put this together has been busy finishing up some things that we think everyone will really love. I've been working with him weekly to fit this within his other priorities. We still would love to work on iPhone cases. Please remember that lab items require that we work with the lab to bring these items to you.

    Were you ever able to determine if the login screen says "Verify Login" vs. "Login"?
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • David EvertsenDavid Evertsen Registered Users Posts: 524 Major grins
    edited February 9, 2015
    leftquark wrote: »
    David, Valid questions. I haven't forgotten about this and I understand your frustration. Our Sorcerer that is going to put this together has been busy finishing up some things that we think everyone will really love. I've been working with him weekly to fit this within his other priorities. We still would love to work on iPhone cases. Please remember that lab items require that we work with the lab to bring these items to you.

    Were you ever able to determine if the login screen says "Verify Login" vs. "Login"?

    Login just happened to me this evening after uploading all day yesterday.. Same machine.. I was logged out when I went to my site and had to clock login to get in..

    Thanks,
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited February 10, 2015
    Login just happened to me this evening after uploading all day yesterday.. Same machine.. I was logged out when I went to my site and had to clock login to get in..

    Thanks,

    Can you please take a screenshot of the login screen?
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • David EvertsenDavid Evertsen Registered Users Posts: 524 Major grins
    edited February 10, 2015
    leftquark wrote: »
    Can you please take a screenshot of the login screen?

    I had to click on login to get to my account after going to www.phabulousphotos.com worked all weekend in and out uploading and moving.. It is my standard account login..
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited February 10, 2015
    I had to click on login to get to my account after going to www.phabulousphotos.com worked all weekend in and out uploading and moving.. It is my standard account login..

    David, so far we've been unable to replicate the issue, which makes it very hard for us to fix the behavior that you're seeing. I really want to help fix this for you but I need your help to do so. The more information I can gather for the Sorcerer, the faster and better we'll be able to see if we can find the issue and fix it.

    Will you please send me a screenshot of the login screen the next time this happens?
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • David EvertsenDavid Evertsen Registered Users Posts: 524 Major grins
    edited February 11, 2015
    leftquark wrote: »
    David, so far we've been unable to replicate the issue, which makes it very hard for us to fix the behavior that you're seeing. I really want to help fix this for you but I need your help to do so. The more information I can gather for the Sorcerer, the faster and better we'll be able to see if we can find the issue and fix it.

    Will you please send me a screenshot of the login screen the next time this happens?

    Sure not a problem.. Next time it happens
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited February 12, 2015
    Sure not a problem.. Next time it happens

    When you post the screenshot, could you also let me know what you were trying to do that required the login (account settings, trying to customize, etc), and what link you clicked to login (did you click the "Login" button at the bottom, did you go to www.smugmug.com/login, did you go to account settings and the login came up). This will help me replicate the issue.
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • David EvertsenDavid Evertsen Registered Users Posts: 524 Major grins
    edited February 12, 2015
    leftquark wrote: »
    When you post the screenshot, could you also let me know what you were trying to do that required the login (account settings, trying to customize, etc), and what link you clicked to login (did you click the "Login" button at the bottom, did you go to www.smugmug.com/login, did you go to account settings and the login came up). This will help me replicate the issue.

    I have never used the www.smugmug.com/login I was going to upload went to my site and it did not remember me.. Clicked on Login on the bottom of my homepage that is how I have always done it..
  • leftquarkleftquark Registered Users, Retired Mod Posts: 3,784 Many Grins
    edited February 18, 2015
    David,
    Some good news. We've started looking into the issue. It appears that the most of your cookies are staying put as we'd expect, except that the "Remember Me" cookie is getting lost somehow. The cookie remains for almost all of our users and we're having trouble reproducing it here at HQ. Next time this happens, before you login, can you grab the following for us. This should help us narrow it down:

    Using Chrome (since it appears that's what you're using):
    1. Have the login page open. Do not login.
    2. Right click anywhere on the page and select "Inspect Element"
    3. When the developer tools opens, make the window as big as you can. There's a button on the right side that looks like a window. Clicking that can move it to make it bigger and allow you to drag it bigger as well.
    4. On the top you'll see options for "Elements", "Network", "Sources", etc. Click on the "Resources" one.
    5. You'll see frame on the left with new options: "Frames", "Web SQL", ... "Session Storage", "Cookies". Expand the "Cookies" one.
    6. You should see a cookie for either your custom domain or for secure.smugmug.com. Click on that.
    7. We'd like to know if there's a line item for "SMSESS" and another one for "ihm". (see screenshot below).
    8. Take a screenshot of this entire screen. It will tell us what domain the cookie is on, what the path is, and when it expires. If you could make sure the screenshot includes the "SMESS" and "ihm" that's what we're looking for.
    9. Go back to the SM login page and login.
    10. Once logged in, return to the "Resources" screen and take a screenshot of the cookies now that you are logged in (steps 2 through 8).

    If you could send me both screenshots that would really help.

    Essentially we're trying to verify that the cookies are getting set and that they're getting set with the proper expiration date.

    Lastly, there's a slight possibility that there is an extension that is futzing with the cookie expiration dates. Would you be able to send me a screenshot of your extension list?

    I'll PM you my email address for you to send the screenshots too.

    I realize these are quite a few steps but they'll really help us narrow down the root of the problem. If you'd like, I can hop on a Google Hangouts and walk you through this as well!
    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
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