User Session Troubleshooting

All Texada Applications operate as an Internet-based Software as a Service (SaaS) platform, which means they require a reliable and stable Internet connection to work effectively. This requirement is crucial because the applications depend on real-time data exchange between the user’s device and the servers hosting the software. A consistent internet connection ensures that users can access features, retrieve data, and perform tasks without delays or interruptions. This requirement also applies to active user sessions; any interruption or instability in the connection can result in users being disconnected from the system. Such disconnections can lead to loss of unsaved work, hinder productivity, and create frustration for users. To maintain a seamless experience, we recommend using a high-speed Internet connection and avoiding network-intensive activities that might compromise the connection stability while using Texada Applications.

To enhance local user security and optimize load balancing, user sessions on the Texada server are monitored for activity. This monitoring is an essential safeguard designed to protect user data and maintain the overall performance of the system. If a user session is found to be inactive for more than 70 minutes, it will be automatically terminated. This automatic termination process helps to free up server resources and reduce the risk of unauthorized access to open sessions, thereby promoting a secure working environment for all users.

Given this protocol, we strongly recommend that users save their work frequently and exit any open screens if they anticipate being away from their workstation for an extended period or an uncertain length of time. This practice not only helps to ensure that no data is lost due to session termination but also contributes to a smoother user experience by minimizing the likelihood of being logged out unexpectedly. Additionally, users should be mindful of their activity within the application, as engaging with the software regularly can help keep their sessions active. By taking these precautions, users can safeguard their unsaved information and maintain productivity without interruption.

Texada Software's capacity to address connection issues is confined to the network infrastructure that is within its control. We will notify company administrators about any scheduled server updates or downtime in advance. In the case of unexpected outages, we will communicate updates as quickly as possible. It's important to understand that any service interruptions on the Texada Platform will impact all users uniformly, and service restoration will also occur for everyone simultaneously once the issue is resolved.

If a single or subset of users experiences a timeout or session termination before reaching the 70-minute mark, this may suggest a disruption in the network connection. Identifying the exact source of the connection issue can be challenging. To assist in troubleshooting, we recommend consulting the SRM SAAS Performance and Network Information documentation, which provides insights into potential connection drop points and offers guidance on resolving these issues.

A frequent result of an unexpected session termination is the occurrence of data locks, which can restrict access to certain documents or features. To assist users in managing and unlocking these data locks, we have provided the following resources:

Document Locks: General Information
Understanding Locks in SRM
How to release a personal lock in SRM (KB)