Session expiring on ipad kiosk continously

  • Profile Image
    jpwdental
    Asked on June 22, 2020 at 10:49 AM

    Hi, I use Jotform on an ipad kiosk. After a certain period of time in the Jotform app, Jotform logs out with an error "Your session has expired. Please login again." How do I stop this and leave it logged in continuously? The form is HIPAA-compliant if that has any impact. I have updated to the most recent Jotform app version and the problem still exists.

  • Profile Image
    Kiran
    Answered on June 22, 2020 at 11:17 AM

    Usually, the session shall be expiring in 2 hours on a PC. It shouldn't be the case of mobile app. Could you try clearing the app caches and try reinstalling the app to see if that helps? 

    If the issue still persists, please let us know. We will be happy to take a look again. 

  • Profile Image
    jpwdental
    Answered on June 22, 2020 at 11:37 AM

    I have already tried clearing the cache and reinstalled the app before, and the problem still exists unfortunately.

  • Profile Image
    Mianala
    Answered on June 22, 2020 at 01:57 PM

    Hello @jpwdental

    I am working with my colleagues investigating the issue with your HIPAA compliant form and the ipad kiosk device. We will get back to you on this thread as soon as possible.

  • Profile Image
    Mianala
    Answered on June 23, 2020 at 10:50 AM

    I could not replicate the issue, I have opened a form in Kiosk mode for over five hours and did not get the message "Your session has expired. Please login again." Can you please share the version of your iPad?

    Looking forward for your response. 

  • Profile Image
    jpwdental
    Answered on June 24, 2020 at 10:34 AM

    iPad 7th generation, ios 13.1.1

  • Profile Image
    Basil_A
    Answered on June 24, 2020 at 11:31 AM

    Hi,

    Could you please check your device's settings to make sure they are not set to make sure they do not lock your screen if your device is idle?

    For testing purposes could you try setting up kiosk mode on a different device?

    Looking forward to your reply.


  • Profile Image
    jpwdental
    Answered on June 24, 2020 at 02:55 PM

    Yes - the iPad display is set to never autolock. I updated the iPad to latest software 13.5.1, logged out of jotform on the app and deleted the app. I cleared cache on my account. I downloaded the jotform app again and logged in and started kiosk mode. I came back 40 minutes later and I saw the same error "your session has expired. please login again" and it asks to re-enter my password for my account.

    I tried it on a separate iPod touch (also 7th gen, ios 13.5.1, set to never autolock) and the same error occurred within 60 minutes. 


  • Profile Image
    Basil_A
    Answered on June 24, 2020 at 04:10 PM

    Hi,

    As we are unable to replicate the issue, could you please provide a screenshot of the error that appears?

    A video of how you are currently setting up kiosk mode would be helpful if possible.

    Looking forward to your reply.


  • Profile Image
    jpwdental
    Answered on June 24, 2020 at 05:20 PM

    1593033620IMG_8532-resize3.jpg

  • Profile Image
    Ariel_P
    Answered on June 24, 2020 at 09:01 PM

    Greetings,

    We apologize for the inconvenience.

    I will forward this to our backend team so that they can check.  We will update you via this thread.

    Let us know if you need further assistance.

  • Profile Image
    jpwdental
    Answered on June 25, 2020 at 09:10 AM

    https://media.giphy.com/media/husFLHBEsBfCxheJ84/giphy.gif

    Here is how I'm setting up kiosk mode. The error occurs regardless if I choose "continue with screen lock" or "continue without screen lock." 

  • Profile Image
    Bojan_J
    Answered on June 25, 2020 at 09:32 AM

    Greetings and thank you for additional information.

    My colleague has already forwarded this problem to our Developers. As soon as we hear back from them, we will let you know.

    Thank you for your patience.