This article will explain what a "session" is and how to address issues that can arise when you have more than one session open at a time.
When we discuss "sessions" in regards to SIGNiX, we are referring to instances of someone who is logged in and accessing the system, whether to create a transaction or to sign a document.
Ideally, each person should only have one session open at a time when accessing SIGNiX, to avoid error messages and other issues. If more than one session is open around the same time, problems may occur.
In general, you should only have one browser window / tab of SIGNiX open at any given time, and you should logout when you are done in a specific area, such as your account, before you move on to another area, such as signing document.
If you have multiple browser windows / tabs open at the same time, you may be subject to being logged out, even while active, because you are inactive in another tab.
Multiple Sessions can be caused many different ways. The most common include, but are not limited to the following:
- The signer double clicks on the link in their email, opening two instances of the login screen.
- The signer leaves the login screen by simply closing their internet browser tab / window, and then returns again within a minute or two.
- The signer has some type of email security software in place on their email, which is meant to screen for spam. The program opens another instance of the login screen, behind the scenes where the signer cannot see, when the signer clicks on the link in their email.
- If two signers are sharing a single computer, they can share a single session and this can also cause errors to occur if the first person did not Logout with the Quit button before the second person began to sign right after them.
Suggested solutions:
- Clear entire browser history, including cookies and cache.
- Using a different browser or a different device entirely.
- Being very careful to only click the link once, and to always use the Quit button at the top when needing to leave the session before completing.
- Add SIGNiX to the list of safe places with the signer's email security program: Click Here for more Info about this issue
- Copy and Paste the link from the email message into the browser directly.
If you are an integration client, it is especially important that you logout of any portal that connects to SIGNiX before you move on to another.