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Session timeouts

You can edit your GoFileRoom settings to set a session timeout limit for 30 to 180 minutes. Your session will end if there's no activity for that set time. However, a session might end before the timeout limit is reached. Take the following steps to check if a timeout limit has been set and troubleshoot problems when sessions end early.

View or edit session timeout settings

Do the following to set your session timeout settings in GoFileRoom.
  1. Sign in to GoFileRoom as an administrator.
  2. Select
    Administration
     then
    Manage Configurations
    .
  3. Select the
    Security
     tab and check that the
    Idle Session Timeout Minutes
     field is set as desired.

Troubleshoot when a session ends before the timeout limit

If your timeout settings are set correctly but a session ends early, try these steps in this order to see what's causing the problem.
  1. Check that your workstation is set up in accordance with the GoFileRoom checklist and Engagement Manager guidelines.
  2. Do the following in GoFileRoom:
    1. Sign in as an administrator.
    2. Select
      Reports
       then
      Login History
      .
    3. Select the date range and the user with timeout problems.
    4. Review the report. Look for short, repeated logins and improperly ended sessions, including when users didn't sign out or when the session ended unexpectedly.
  3. Change the user's IP address to static if the user's IP address changed while they were signed in to GoFileRoom.
  4. Ask your firm's IT provider to do the following:
    1. Check if any network load balancing is in accordance with the GoFileRoom checklist.
    2. If the wireless connection was reset during the user's session, try a wired connection.
    3. If your firm uses a software firewall, temporarily disable it to test if this causes the problem.
    4. If your firm uses a hardware firewall, check its settings.

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