Duplicate Sign-on required in RE 7.95

Pamela Bird

Hi, we are locally hosted. Since we recently upgraded to RE 7.95 several of our users now have to enter their log-in details twice every time they open the Raiser's Edge. 


Has anyone else had this happen? Any suggestions on how to stop it?


Regards


Pam

Joe Don Bradley

Hi Pam,

While I would suggest you contact customer support and let them take you through troubleshooting, I will tell you that we have had that issue arise occasionally, and what was determined that some of our users were not properly logging out of RE at the end of the day, i.e., they either just didn't log out of the program at the end of the day, or they would just use the Red X in the top right corner of the window to close RE instead of going to File>Exit and Sign Out. Since our data was being backed up overnight, this incomplete exiting of the system seemed to cause an issue that in turn forced the users to have to log in twice.  Hope this helps!

JD

Denise Covington

Joe Don Bradley:

Hi Pam,

While I would suggest you contact customer support and let them take you through troubleshooting, I will tell you that we have had that issue arise occasionally, and what was determined that some of our users were not properly logging out of RE at the end of the day, i.e., they either just didn't log out of the program at the end of the day, or they would just use the Red X in the top right corner of the window to close RE instead of going to File>Exit and Sign Out. Since our data was being backed up overnight, this incomplete exiting of the system seemed to cause an issue that in turn forced the users to have to log in twice.  Hope this helps!

JD

Sounds like in both cases, you had multiple windows open.  Typically RE only times out after 20 mintues (or what you have it set at) for people with Supervisor permissions.  I would look to see how many instances they have open.

Pamela Bird

Thank you both for your answers. I think it may well be that people aren't shutting it down properly and it is probably linked to them being timed out (as I have set it so that everyone is).

Christine Cooke 2

Pamela Bird:

Hi, we are locally hosted. Since we recently upgraded to RE 7.95 several of our users now have to enter their log-in details twice every time they open the Raiser's Edge. 


Has anyone else had this happen? Any suggestions on how to stop it?


Regards


Pam

This happens because they never Exit and Sign Out of RE and when you go to log in the next time it recognizes that you never Signed Out  you just Closed the window.  There is a difference, and it's confirming from the Close.  That's my experience -- because peeps are used to just using the X on a window to shut down a app -- but in RE you have to go up tot he File drop down menu and Exit and Sign Out.

Margaret Whitaker

Our org. is self-hosted, via citrix, and we experience that every time that we sign off, which we do using the preferred method to close out of the app.  I have wondered if it's connected to citrix??