Overview

Some users have experienced an issue (especially while working in the Online Registration (OLR) module) where Synergy will:

• bypass the 30-minute lock screen
• log out the user, even when actively working

Issue Description

The system is designed to show a "Lock Screen" after 30 minutes of inactivity, allowing a user to log back in without losing their work. However, users are reporting that the lock screen is bypassed, and they are logged out entirely, which can cause unsaved work to be lost.

• Unfortunately, Synergy is not designed to support multiple active Parent Windows or Browser Tabs.
• The system is intended to function with a single Parent Window working in coordination with its associated Child (Popup) Windows.
• Opening multiple Parent Windows or Tabs disrupts this intended coordination.
• A Popup Window can have its own independent session timer.
  • For example, the OLR Review window.
• If a Popup Window becomes inactive and its timer expires, it can cause an unexpected logout across all of the user's Synergy sessions, even those that are actively being used.

Solution/Workaround

The advice from Edupoint’s Vice President of Technical Services is as follows:

To prevent unexpected logout issues, users should avoid opening multiple Synergy Tabs or Windows. Instead, they should work within a single Parent Window and its associated Popup.

Conclusion

After reading this article you should be able to understand the cause of unexpected logouts in Synergy and know how to prevent them.

For instructional/pedagogical questions, please contact your Building Administrator or Student Growth & Experience (SG&E) Level Coordinator.
For technical questions, please contact your building SPOC or the District Synergy Specialist.