Issue: Session has expired when a user is working in Workbench


An error like this might be caused by many different factors, most common: plugins, users mistake, long inactivity. 

To eliminate most of them and gather the necessary information, it is best to make yourself acquainted with text below.


Steps to follow

Please make sure that you are not closing the XTM application tab after opening the workbench in a new one. We suggest that you can check if you are using the latest version of your web browser and whether you have disabled any unnecessary plugins or addons. If the plugin in your browser affects cookies, it may also have the effect that the session expires. The reason for session expiration in Workbench might also be related to another user logging into the same web browser.

An article showing how to disable plugins:

https://help.imeetcentral.com/hc/en-us/articles/360013316371-How-To-Disable-Plugins-Add-Ons-Extensions-In-Multiple-Browsers

Basic steps you can execute to eliminate the potential cause of your issue:
Clear your browser's cache
Try another browser
Try accessing XTM in the private (incognito) mode
Run your browser without plugins or extension
If possible, try different computers and networks
Check if your internet connection is stable
Check your proxy or firewall settings 

Work in the single browser mode  


If all above fails to improve the situation please send us all of the required information listed below:  


  1. Date and time range when the session expired issue appeared as precise as possible,
  2. Workbench URL. It can be found in your current URL in a document that you are working on, for example:
    https://wb2.xtm-cloud.com/workbench/?_s=eb4dd05c5dd6435caeb2f6f1d9bdba12
  3. Send us the exact name of the project and the file you were working on when the session expired,
  4. Provide the name of the user who is experiencing this problem, or any information that would help identify the user. 


Additional info

In the workbench, you can simultaneously work on more than one file/document at the same time. When the user logs out, the session opened in a separate tab should expire soon later (after 3-7 minutes).


What is the default Workbench session expiry time and can we change it?

The default inactivity time for Workbench on each server is set to 30 minutes (60 minutes in the old Editor). This value can be altered by sending a request via FreshDesk.