2FA /Automatic log-out has been out of control lately

[katherineladue]

Is there a reason why HubSpot has been logging me out every 15-20 minutes lately? No one else has access to my account and it's definitely not inactive. Is there a new setting I need to change to prevent this from happening? I have never once selected the option for "Ask me for 2FA every time I log in", and every single time I ask the system to remember me, but lately I have to log in with 2FA several times a day, even in the middle of a session, I just get automatically logged out. 

[DPearson5]

This has been happening to me for a few days as well. I find it happens when I go to specific areas, like my lists or if I try to edit properties. I was told by support to clear my cache/cookies and to try it in a different browser or incognito mode and it still does it.

[Jnix284]

@DPearson5 mine wasn't that predictable, but thankfully it is resolved now. If yours isn't, I would tag Mia and have her double check for you.

[MiaSrebrnjak · Accepted solution]

Hi @katherineladue & @Jnix284, I have an update for you! 

Our product team investigated this issue and it seems that a back end process was invalidating sessions for users who had been deactivated in one or more Hubspot accounts in the past. This resulted in multiple automatic log-out actions. 

This job is now completed and you should be able to log in and continue working uninterrupted. We apologize for the inconvenience and appreciate your understanding.

If you're still experiencing issues, please try capturing a HAR file (instruction here) or a video of the behaviour and send it to our Support team. If you don't have access to support, please send me the information in a direct message via my Community profile. Thank you!

Mia, Community team 

[Jnix284]

Awesome, thank you @MiaSrebrnjak !

[katherineladue]

Yay!! Thank you so much! 

[Jnix284]

@kvlschaefer @TiphaineCuisset  FYI on a login issue happening today.

I was also logged out 22 times today, sometimes 2-3 times in a row immediatly after completing 2FA, then a few hours would go by and it would happen again out of no where.

I lost a lot of work today, with being in the middle of emails/chats and having to start over after logging back in.

I use the remember me option, and the only time this is ignored is if a client deactivates access or activates access, both of these prompt a new login (frustrating and annoying, but understandable) - this was not the case today.

Any insights?

[Jnix284]

The issue is still persisting for me today, I have reached out to HubSpot Support for assistance.

[MiaSrebrnjak]

Hi @katherineladue & @Jnix284, I can help with this as well!

Thank you for flagging and contributing to this thread, I apologize for the negative impact this is having on your work. 

Our product experts are currently investigating this issue, I'll update this thread as soon as I have more information!   

Thank you,

Mia, Community team

[Jnix284]

Thank you so much for the update @MiaSrebrnjak , I'm glad to know they're working on it!