Zendesk mobile app keeps logging me out

29 Kommentare

  • Will Poon
    Zendesk Product Manager

    Hi Lior, 

    Will from the mobile apps team here. We have tested the mobile app extensively with iOS 15 but did not encounter the same behaviour that you've experienced. We're going to keep an eye on this and do some more testing to make sure that the app is behaving as expected. 

    If anyone else has encountered this issue, please post a comment as it will help us to understand if this is an isolated incident or more widespread. 

    Thanks! 

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  • Lior Samuel

    Hi Will,

    I did another test with my iPad, operating system iPad OS 15 and Zendesk app version is 2.12.1 - and here too I am required to sign in after an unspecified time ...

    As I mentioned we uses Azure Active Directory single sign-on (SSO) integration with Zendesk (use MFA)
    Do you know of anything that could be related to AZURE?

    Thanks!

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  • Will Poon
    Zendesk Product Manager

    Hi Lior, 

    Could you update your iPad Zendesk Support app version to 2.15 and try again? 

    We have no other reports of issues with SSO at present. Could you reach out to your Azure provider as well to make sure there is no issues on their side? 

    Thanks and keep us updated.

    Will

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  • Isi Kioa

    Hi, I'm experiencing the same problem after updating to iOS15 on iPhone 12 pro. Zendesk app version 2.15.0. 

    Not sure how long it needs to be idle but when it signs out you're then prompted to re-enter the domain and credentials again. 

    I missed the notification for a critical incident due to this as I heavily rely on the mobile app when working outside of standard business hours.

    FYI our authentication is not setup with SSO.

    Thanks,

    Isi

    1
  • Russell Chee
    Zendesk Customer Care

    Hey @...,

    I hope you are doing well and taking care of yourself! Thank you for bringing this to our attention. I just wanted to let you know that I will be raising a ticket on your behalf and working with you on it. Please keep an eye out for my email as I have some questions I'm hoping you can help answer to better isolate this issue. Thanks mate! 

    1
  • Lior Samuel

    Hello Will,

    I updated iPad Zendesk Support app version to 2.15 and I Have the same issue.
     
    Thanks
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  • Lior Samuel

    Hello Russell Chee,

    It seems that the problem is not only with me and there are other users with the same Issue.

    Please your urgent help! I missed the notification for a critical incident due this issue.

    Thanks

     

     

    1
  • Russell Chee
    Zendesk Customer Care

    Hey Lior,
    Thanks for reaching out on this community post, it's much appreciated.
    I can see that you have created a chat/ticket with one of our Advocates in Zendesk. Could I please ask you reach out on the ticket for continuity purposes so we can easily keep track of things? Let us know if you need anything else for the time being and we'll do our best to help!

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  • Lior Samuel

    Hi Russell Chee,

    for sure. Awaiting for your response in ticket,

    Thanks.

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  • Michael Metelski

    Hi, same problem here.  Support version 2.15.0.  Repeatedly logs out automatically since upgrading to iOS 15.  Thanks.

    1
  • Jeff C
    Zendesk Customer Care

    Hi Michael,

    I have created a ticket on your behalf so we can reach out to you directly once our Mobile team have provided insights about this issue.

    Best,

    Jeff Carpio | Technical Support Engineer

    NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Isi Kioa

    Hi, is there any update on this issue?

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  • Jeff C
    Zendesk Customer Care

    Hi Isi,

    Our Mobile teams have shared that they will be releasing a new update that could potentially resolve this but if not it will provide us more details such as logs on what is causing this. Hopefully this release will be available in the next day or two given that the Apple App Store review team usually takes <24 hours to approve app changes. I see that you have a ticket opened with us already and we will automatically notify once the said update is released already.

    Best,
    Jeff Carpio | Technical Support Engineer

    NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Lior Samuel

    Hello Jeff,

    Did the new update is released? I do not see it in the App Store...

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  • Jeff C
    Zendesk Customer Care

    Hey Lior,

    We haven't released the update yet as there are further tests that needs to be made. I apologize if I said that we will hopefully release it this week however this looks to be delayed to ensure that everything goes smoothly. You will automatically be updated via email once the release is available.

    Thanks for your patience!

    Best,
    Jeff Carpio | Technical Support Engineer

    NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Lior Samuel

    Hello Jeff,

    Thanks for the reply.

    The problem got worse after I upgrade to IOS 15.0.1 ,  Now its logging me out Every two hours!

     

     

     

    1
  • Jeff C
    Zendesk Customer Care

    Hey Lior,

    Our Mobile Apps team have confirmed that v2.15.1 of the Support app for iOS has been released and is now available in the Apple App Store. Can you kindly update your app and see if it fixes the log out issues?

    Best,
    Jeff Carpio | Technical Support Engineer
    NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Lior Samuel

    Hello Jeff,

    I installed the new App version 2.15.1 and after I enter my user name and password I can't see the  tickets I get an error message - "An error has occurred."

    Now the app does not work at all ....

    Regards,

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  • Jeff C
    Zendesk Customer Care

    Hi Lior,

    I have replied to the ticket that you have with us. Thank you so much for your report and we will keep you posted.

    Best,
    Jeff Carpio | Technical Support Engineer
    NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Isi Kioa

    Hi, there is still an issue with the latest release 2.15.1 and iOS 15.0.1 whereby the app is logging itself out after an indefinite time (I can frequently replicate it after opening the app the following day).

    The notifications are also not working which was the case in the 2.15.0 version whereby notifications still appear against the app icon even though I've checked all notifications within the mobile app (multiple times).

    Can this please be rectified asap so I can reliably utilise the app to support out of business hours incident response?

    Thanks

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  • Nate Laff

    Same thing has been happening to be recently. Sometimes I get logged out multiple times in the same day. This is not limited to SSO. I have tried logging on with my regular username/password as well and it still does thing same thing.

     

    Using 2.15.1 on iOS 15.0.1

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  • Jeff C
    Zendesk Customer Care

    Hi Isi and Nate,

    Our Mobile apps team are actively working to solve this issue. We are now waiting for an update regarding a fix. We will keep you posted and we appreciate your patience on this matter.

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  • Jonathan Perel

    Any update? This is a serious issue for many of our support techs.

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  • Will Poon
    Zendesk Product Manager

    Hi Jonathan, thank you for your message. Our team have been testing a fix over the weekend and have submitted it to the app store for approval. 

    We are expecting the approval to be granted by end of day Tuesday the 19th October and the release will then be made available for all users from the app store. 

    We will let you know if that changes in this thread.

    Thanks,

    Will 

    1
  • Jan Viderén

    Thanks for the info Will. I am having the same problem, getting logged very often.

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  • Will Poon
    Zendesk Product Manager

    Hi all, 

    Our team have released version 2.15.2 to the Apple App Store. 

    Your app should be automatically updated or else you can manually update it through the app store. 

    Please let us know if this resolves the issue for you or if you are still having issues, feel free to let us know in this thread.

    Thanks for all your patience and understanding with this issue.

    Will 

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  • Jeff C
    Zendesk Customer Care

    To everyone following this thread, feel free to comment if you still happen to experience the log out issues in 2.15.2.

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  • Isi Kioa

    This looks to be rectified now after upgrading to v2.15.2. Thank you for finally resolving the bug - much appreciated!

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  • Lior Samuel

    After upgrading to v2.15.2 the issue is resolved.

    Thanks!!

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