We’ve been receiving reports that some teachers are being logged out of the system at different times. Some teachers get logged out when they try to access specific pages. Other teachers can login, but if they try to do anything else, they are brought back to the login page. It doesn’t appear to be happening to everyone, but the problems seems to have been going on for about a week now, according to some reports, and to enough people that we think we thought we would blog about it.
We are looking into what might be causing this issue and appreciate your patience as we work to resolve it. If you have been experiencing this issue, I apologize for the inconvenience it has caused, and ask that you send us any details about your experience with the issue to help us resolve it more quickly. For example, if you could answer the following questions, that would be helpful for us:
- When did you first notice this happening?
- What pages were you able to access before being logged out?
- How long had you been logged in?
- Does it happen regardless of what browser you’re using? Or does it work in one browser and not another (for example, does it work in Firefox, but not Internet Explorer).
- If you have more than one computer, does the same thing happen from both computers, or just one of them?
Thank you again for your patience and help as we work to resolve this. And again I apologize to you if you’ve been experiencing issues with being logged out.
** UPDATE 6/18 **: It looks like most people who are having this issue are using Internet Explorer, and find that the problem does not occur in Firefox (www.firefox.com) or Opera (www.opera.com). If you are using Internet Explorer, you may want to try one of these other browsers.
We are still looking into what might be causing this issue with Internet Explorer. One troubleshooting step to try is to delete your cookies. Click Tools -> Internet Options, and on the “General” tab, click “Delete” under “Browsing history” (IE7), then click “Delete Cookies”. Please let us know if this solves the issue for you. Note that this will reset some of your preferences in Music Teacher’s Helper such as which help messages will be displayed, as well as some calendar viewing preferences. But you can set these again as you use the site. Thank you for your patience as we look for a permanent resolution to the problem.
** UPDATE 6/20 **: Thanks to some helpful, detailed reports from a few teachers, we think we found and have fixed the problem. The Student Account Summary report seemed especially prone to logging users out, and we found that free trial and paying plan teachers who didn’t have a studio logo setup were experiencing issues frequently (those on the free plans were not having any trouble). It looks like we were trying to load the studio logo even when none existed, and it caused the server to go to a place that triggered a logout. Strange and small issue, but we’re glad it’s fixed. Please let us know if you continue to experience problems here.
