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Keeps logging out user

Kelsey Bilodeau

A trello board user signed in from a different computer and received a message saying this is a new location (Unusual login attempts on your Atlassian account) - and then they were prompted to change their password. They did. They are now back on their home computer and they received the same message. They were asked to update their password. They did and now it won't allow them to stay on Trello for more than 30 seconds without the error message appearing. I believe this is a bug of some sort, but not sure what the solution is. They've tried resetting their password several times now.

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Brant Schroeder

@Kelsey Bilodeau Welcome to the Atlassian community

Have you had them clear their browsers Cache? Have they tried a different browser? What browser are they using. Chrome?

Kelsey Bilodeau

Hi Brant, they have cleared their cache and we are still running into the issue. Same with the different browser. They are using Chrome.

Brant Schroeder

I often see this when the user is logged into Chrome with their Google account. Have they tried incognito mode in Chrome?

Kelsey Bilodeau

Hi Brant, it works in incognito but its not really a long term solution for our team.

The issue is they have is when they sign in, it would say your admin has requested you change your password, so they change it, and then within a minute kicks them out of Trello. Then they get an email saying there is suspicious activity can you confirm its you, which they do, and then they are prompted to reset their password. Then once they log in, they are kicked out within a minute or so and the process starts all over again. Is this a bug? or do we need to reset the user?