Outlook Mac add-in won't stay signed in

[BAfia]

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

[CSchneider6]

I too am having this problem. We have all but quit using Hubspot because of this. Especially now that we have to use 2nd factor auth the re-logging in is very painful. (I'm a fan of 2FA but not if I can't stay logged into the system)

[MartinBishop]

Still no resolution on this??

[GMathers]

I have the same problem on three computers with two different Hubspot users. It is annoying and causing us to stop using Hubspot. 

[hubspotuser9052]

Are there any updates?

[MSummerfield]

Any update on why this keeps happeneing?

[MSummerfield]

I am experiencing this problem every day as well.

[MiaSrebrnjak]

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

[dr8k]

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).

[DianaGomez · Accepted solution]

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

[NRana3]

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

[CSchneider6]

I know I'm still having the problem. I have not seen a credible response from Hubspot.

[GMathers]

I’ve not had a response or seen any improvements in the software.

[BAfia]

Thanks Mia. The problem is in Outlook Mac, rather than browser:

[MiaSrebrnjak]

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 

[hubspotuser9052]

Unfortunately, it is still a problem. I reviewed the privacy settings in Safari, but it still logs out every few hours. Using HubSpot on Apple hardware/MS365 is just so annoying.

Outlook Mac Version: 16.79.2

 

[PIoanidis]

Did you ever get this resolved over the last month? Experiencing a very similar issue on a Windows computer

[hubspotuser9052]

Unfortunately not. Recently I had to send my MacBook to repair and used an old Intel Mac. Had the same issue there as well.

[PIoanidis]

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.