Hi, Outlook Mac (16.72.3) add-in won’t stay signed in. It seems to log out at least once a day and it’s a real pain having to log in all the time. Is this normal?
Thanks
Ben
Hi @BAfia,
Thank you for reaching out to the Community!
I can confirm that this is not expected behaviour.
We’d generally see this kind of behaviour when the user’s browser is blocking third party cookies. We rely on the cookies for the add-in to identify the HubSpot user and to keep them signed in.
Could you make sure that you’re not blocking third party cookies in your selected browser (instruction here)? Do you maybe have a habit of clearing browser cookies every time you log off? This could be causing the frequent login prompts too.
If this won’t help, could you please share the following information so we’re able to investigate further:
- Screenshot of your Outlook Version: File > Office account > About Outlook
- Screenshot of the HubSpot Plugin Version: HubSpot Sales > Settings
Thank you!
Cheers
Mia, Community Team
Thanks Mia. The problem is in Outlook Mac, rather than browser:
Thank you for sharing the screenshots! I would, however, recommend removing your email address from the screeshots; our Community is publicly available so I’d be careful about sharing personal information here.
Even thought the error appears in the add-in, it might still be caused by your browser settings: the add-in uses the browser in the back end to connect to your HubSpot account. It’d be great if you could still check your cookie settings as described here so we can confirm that everything is configured correctly.
Thank you,
Mia, Community team
Did you ever get this resolved over the last month? Experiencing a very similar issue on a Windows computer
Unfortunately not. Recently I had to send my MacBook to repair and used an old Intel Mac. Had the same issue there as well.
This probably will not be any help to you since you are on a MAC. But this article (so far) seems to have resolved the issue I was having. HubSpot Sales prompts login every time Outlook on desktop is opened
If you are able to find the alternative settings for MAC, may assist with your issue.
Hey @BAfia and @MiaSrebrnjak
Was this ever resolved? One of my colleague is facing this too. I wanted to know how can we tackle this?
Best regards,
Nancy
I’ve not had a response or seen any improvements in the software.
I know I’m still having the problem. I have not seen a credible response from Hubspot.
We’re having this issue as well.
I honestly don’t know why are we’re talking about browser cookies when the issue is in MS Outlook? Completely irrelevant.
However, in answer to the other questions, my Outlook version is 16.86.2. The Hubspot Outlook add-in settings screen does not provide the add-in version (screenshot below).
Hi @dr8k,
Thanks for reaching out to the Community!
One of the reasons this might happen is because the session timeout setting is configured to log out after X amount of time. This could be the reason why you are being asked to log in frequently, you can change this in the configuration as indicated in the screenshot.
I hope this helps,
Diana
following these instructions, I can only extend the session timeout limit to 3 days. is there a way to make this unlimited (or at least much longer)?
thanks
Hi Diana,
1. Where do I find this setting? I have tried multiple ways of searching for it and cannot find this one specifically
2. Will this impact outlook as a desktop mac (in my case on mac, but should work for both)
Hey, @JVleminckx 
There have been a lot of changes since this post was created. Can you create a new post for this issue? And include screenshots and other details, please? This will get us more visibility from our community experts. Thanks! — Jaycee
The screenshot doesn’t help me. I’ve looked for the time-out setting from both a standard user’s side and the admin side. When I go to hubspot via the WP plugin, I see the following on the left menu-bar. “Account information”, Domains, FOrms, “Connected Apps”.
The screenshot above suggests it is under Reports. Or do they need to login to the website directly somehow?
I have one employee that is having issues with it often logging out and I’d like to check this setting but have been unable to find it so I can direct her. It is problematic for the plugin to log-out often and seemingly randomly.
Please help, thank you.
Hey there @SomeCEOType
Thank you for posting!
I want to share a Knowledge Base Article that can help you with more context: Troubleshoot the HubSpot Sales Office 365 add-in.
I’m gonna tag some community experts who can lend us a hand. Hey there @franksteiner79 @CarolinaDeMares @Jigar_Thakker Happy Friday! Do you have any ideas you can share here? Thanks!
Victor
Hi Victor,
Looked at this article but this does not talk about or solve the problem underneith (I have posted earlier in this thread as well).
Within my company (Enersee), 15 people experience this problem 20 times per month. 5-10 minutes lost in ado and lost focus every time.
So just in my company this costs 25 hours per month. Aka 30k / year.
And that is just my mid-size start-up …
Please solve this fast, this is a super basic one, and everyone complains about this (most of them never post here)