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James Read
Level 3

IOS App sessions ending more quickly

Hi All

 

Is anyone else experiencing being logged out of the IOS / iPhone app more frequently than usual since the last update (Version 20.8.1) - and therefor losing whatever data has just been entered (eg creating an invoice) as they haven't reached the save screen.

 

I have 3 users separately reporting this since last Thursday.

 

I don't know whether it affects the IOS app, but in settings on the web app, all users are set to "sign me out if inactive for 3 hours" (which is the maximum). In this case, I believe we're talking 10-15 mins (distracted by a customer, or call) and then when they go back to finish the invoice, they're logged out.

 

Thanks

 

James

7 REPLIES 7
MirriamM
Moderator

IOS App sessions ending more quickly

Hi there, James Read.

 

Let's reset the app data in your QuickBooks App to check and verify if it's a data problem. 

 

Here's what you'll need to do:

  1. Click Help on the navigation bar at the top.
  2. Select Reset App Data.
  3. Allow a moment for the process to complete, and then close the app.
  4. Be sure to right-click the app and Run as Administrator when re-opening.

To know more about this process, I'm attaching a great resource that you can read: QuickBooks App for Windows and Mac: General support.

 

Additionally, kindly check your app if they met the system requirements for QuickBooks Online.

 

Let me know how things go by adding a comment below. I'll do whatever it takes to ensure your concern would resolve. Have a great day.

James Read
Level 3

IOS App sessions ending more quickly

Hi Mirriam

 

Thanks for coming back to me.

 

I have refreshed the data, and tested on my iPhone this morning.

 

In my tests (connected via WiFi), the "session expired" notice appears after 5 minutes of inactivity, which then forces a log out (losing data entered) and requires you to log in again. 

 

Thanks

 

James

Ashleigh1
QuickBooks Team

IOS App sessions ending more quickly

Hello James Read, 

 

Thanks for coming back to us here, 

 

can you please try these troubleshooting and let us know if it still has not resolved your issue, here is the link to help you. 

James Read
Level 3

IOS App sessions ending more quickly

Hi Ashleigh

 

Many thanks for this.

 

I have tried the various options (including the final, delete and re-install app) and the session still expires after approximately 5 minutes. 

 

James

EmmaM
QuickBooks Team

IOS App sessions ending more quickly

Hi James, thanks for getting back to us. Can we ask is background refresh on in the settings on the ios device since the update?-Emma

James Read
Level 3

IOS App sessions ending more quickly

Hi Emma

 

Background refresh is set to On (for WiFi & Mobile Data) for the iPhone + Quickbooks is set to On (as an app that's allowed to use Background Refresh).

 

Thanks again.

 

James

James Read
Level 3

IOS App sessions ending more quickly

Just to add....

 

Another of our users just emailed me to say "I’ve found that today that it’s kicked me out after just finding a postcode on Google then going straight back in. It must have been a minute or so." 

 

.Thanks

 

James

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