User looses the rooms and chat history

[Torbjörn Richter]

Hi

At any point a user looses all the rooms and chat history with other people.

In the log I can read

2017-11-15T08:39:50.838561+00:00 hipchat web[8144]: api_internal/save_preferences#REQ4ED718 uid-1139 9ms [error] uid-1139 is removing several autoJoin rooms.
Old = [{"jid":"1_framework-team3@conf.btf.hipchat.com","name":"framework-team3"}...

...New = [{"jid":"1_791@chat.btf.hipchat.com","name":"Unknown"}]

cant find any KB about this.

any ideas?

[Bruno Raymundo]

Hi, Torbjörn!

Is the user unable to see the chat history when reopening the rooms, or is she only losing the list of available rooms and private chats?

Check to see if the users has any open sessions in more than one device, and log her out of those. In case you continue to face problems like this, feel free to reach out to our support team for a more detailed investigation.