Having to reauthenticate weekly

[chrisblossom]

• Wavebox Version: 4.10.1
• Operating System & Version: Mac OSX 10.14.5
• Account type (if applicable): gmail

Expected & actual behavior I'm having to reauthenticate my gmail accounts at least once a week. I think this is happening on my three corporate gmail accounts, not my gmail.com account.

Is this normal? How can I solve this?

Is the bug persistent or intermittent? Happens at least once per week

[Thomas101]

Monthly is what we normally expect, so weekly sounds like something is off. It would be good to know a few extra things about the corporate accounts...

1. Are they all on the same domain, or different ones (e.g. @mycompany1.com, @mycompany2.com etc)
2. Have you tried removing one of them and re-adding it again to see if you stay signed in more than a week?
3. Do you travel and change timezone at all (some users have reported more frequent logouts from Google when travelling)?
4. When you sign in to the accounts, do you use any 2-factor auth methods, or a corporate sign-in solution (such as Okta or Duo), or just sign in with username & password?

There's one thing that may be worth trying - the app has an option to persist cookies longer than the server asks, this has helped some Gmail users reporting similar problems in the past, but results can be a little patchy. We don't normally recommend this, but it might help in your instance.

I would try this on just one account first - if you start to see any oddities like landing on Unauthorized or Not signed in pages the best thing to do is remove the account and re-add it, so that it clears the setting and any stored data that could be causing this.

1. Head into Settings > Advanced and enable Show "Artificially Persist Cookies" option on accounts. (This doesn't make any actual change other than showing the option)
2. Go the account settings on a nominated account, and go to the Advanced section there. Enable Artificially Persists Cookies
3. Restart the app and see how that goes

[RobbyDeLaet]

I have the same problem.

Version 4.10.1 on Windows 10 (1809) 6 Google mailboxes on different domains. Two of them are added recently and also need re-authentication. All accounts have 2FA. I don't travel different time zones. I didn't have these problems in the past. Can't remember exactly when they started to occur, perhaps a month or two ago.

I also use Wavebox on my Mac Book Pro. (4.10.1) On my Mac I don't need to re-authenticate.

[RobbyDeLaet]

Correction, my on my Mac I have the same issue.

[Thomas101]

Thanks @RobbyDeLaet . Have you tried the Artificially Persist cookies setting I suggested above to see if this helps?

[RobbyDeLaet]

Done, I will follow it up.

[Thomas101]

Just one other thing, do all the accounts sign you out at the same time, or is it that you have a different account sign out each week?

[RobbyDeLaet]

I should have kept a diary ;-) They do not occur all at once.

I will do the "Artificially Persist cookies" thing on my Mac and leave the Windows machine unchanged. That way I can compare the two and take note of the re-authenticate requests.

[chrisblossom]

Another issue when re-authenticating is that wavebox does not pre-populate the email address when signing in.

[chrisblossom]

1. Are they all on the same domain, or different ones (e.g. @mycompany1.com, @mycompany2.com etc)

I have four the accounts:

• @gmail.com
• @company-A.com
• @company-A.com
• @company-B.com

The company accounts are all tied to the same google enterprise account.

2. Have you tried removing one of them and re-adding it again to see if you stay signed in more than a week?

Yes. I also have multiple computers that use wavebox. (maybe the issue?)

3. Do you travel and change timezone at all (some users have reported more frequent logouts from Google when traveling)?

Sometimes, but not too often. Two of the three accounts are a shared inbox though (all pacific timezone).

4. When you sign in to the accounts, do you use any 2-factor auth methods, or a corporate sign-in solution (such as Okta or Duo), or just sign in with username & password?

Not 2-factor, just normal username and password.

[Thomas101]

@chrisblossom do all accounts need re-authenticating at once or is that one of the 4 gets logged out each week? Did you give the Artificially Persist Cookies option above a try on one of the accounts?

[chrisblossom]

do all accounts need re-authenticating at once or is that one of the 4 gets logged out each week?

All company accounts get logged out at once. I don't think my gmail.com account has ever needed to be re-authenticated.

Did you give the Artificially Persist Cookies option above a try on one of the accounts?

I just enabled it yesterday (sorry it took me so long). Do I need to enable it on both of my computers (a desktop and laptop) on the same account, or should I try it on just one?

[Thomas101]

Do I need to enable it on both of my computers

Just one should be alright, that will tell us if it's going to make a difference.

The team here has had a few other ideas about what the cause of this might be. So we can try to reproduce it, would you be able to try the following/let us know what the setup us on these...

1. Next time you get logged out, right click on the Gmail icon in the toolbar and go to Open in New Window. When it opens up are you presented with the login screen or does Gmail load correctly? If it loads correctly, this could be a false positive detection on our side.
2. Do you keep both machines running at the same time, or do you just use one at a time?
3. When all the accounts get logged out is it pretty consistent? E.g. for me, 4 @company.com accounts get logged out every 30 days or so at about 11am.
4. Do you have sleep enabled for any of the accounts, or are they always up and running?
5. It would be good to get an idea of roughly how many emails come through the accounts on a daily basis. E.g. less than 10, 10-100, 100+.
6. Would you be able to add one of the accounts using the Any weblink button? Go to the add screen, use mail.google.com as the url and sign in. If you've got sleep disabled on your normal Gmail accounts, disable it for this one too. Once you get logged out normally, check if this one also gets logged out

Thanks!

[chrisblossom]

The account with Artificially Persists Cookies enabled had to re-authenticate at the same time as the other accounts.

Again, I don't think my normal @gmail.com account has ever had to re-authenticate.

Next time you get logged out, right click on the Gmail icon in the toolbar and go to Open in New Window. When it opens up are you presented with the login screen or does Gmail load correctly? If it loads correctly, this could be a false positive detection on our side.

I forgot to do this. I'll do it next time.

Do you keep both machines running at the same time, or do you just use one at a time?

98% of the time one at a time. Laptop at home, desktop at work. Sometimes laptop is on at work doing updates or transferring files etc.

When all the accounts get logged out is it pretty consistent? E.g. for me, 4 @company.com accounts get logged out every 30 days or so at about 11am.

They were all logged out today around 10:30 am PST. Also the computers do not need to re-authenticate at the same times.

Do you have sleep enabled for any of the accounts, or are they always up and running?

Sleep is disabled for all accounts on both computers.

It would be good to get an idea of roughly how many emails come through the accounts on a daily basis. E.g. less than 10, 10-100, 100+.

Usually less than 10, 20 max.

Would you be able to add one of the accounts using the Any weblink button? Go to the add screen, use mail.google.com as the url and sign in. If you've got sleep disabled on your normal Gmail accounts, disable it for this one too. Once you get logged out normally, check if this one also gets logged out

Just did this with one of my accounts (my use only: e@imac). Will report back.

[Thomas101]

Thanks @chrisblossom we're looking trying a few test cases here, but because of the sign-out time, it takes a couple of weeks to get any results :-(

[chrisblossom]

The company accounts logged out again today, looks like this is happening every two weeks (14 days). The account with the weblink expired as well.

[Thomas101]

We've pushed a change out to the beta channel (v4.10.6) which we hope will address this.

As there's a 14 day test period we can't confirm if it's fixed yet or not, but we're hoping it is. It may take a cycle of signing out/being signed out and then signing back in to take effect. I'll update when we know more

[chrisblossom]

Thanks, I've updated and re-authenticated all of my accounts on both computers. I'll let you know what happens!

[evansthompson]

I've been having the same problem for several weeks with both my GSuite and Gmail accounts. Rather than logging me out every week or two, it's sometimes everyday. In addition, Gmelius and Todoist for Gmail requires reactivation/login afterwards.

Do you keep both machines running at the same time, or do you just use one at a time?

I'm on 4.11.3 on both macOS and Windows 10. While I'm actually actively using one at a time, it's certainly possible one machine still has Wavebox open.

When all the accounts get logged out is it pretty consistent?

When logged out, it's pretty much logged out on both platforms. But as to number of days or time of day, I can't say I've noticed a pattern.

Next time you get logged out, right click on the Gmail icon in the toolbar and go to Open in New Window. When it opens up are you presented with the login screen or does Gmail load correctly? If it loads correctly, this could be a false positive detection on our side.

When I right-click the service and choose Open in New Window, it shows as logged out.

I do have 2FA enabled with the default choice being a security key (which isn't supported in Wavebox yet).

Do you have sleep enabled for any of the accounts, or are they always up and running?

I had Gmail, Calendar, and Hangouts to not sleep but had other Services sleep. I've removed those services for the time being.

I have artificially persist cookies enabled, and have for awhile. I just removed the services that were set to sleep.

I haven't done much investigation of the non-GSuite account (ie regular @gmail.com) yet.

It would be good to get an idea of roughly how many emails come through the accounts on a daily basis. E.g. less than 10, 10-100, 100+.

Did you mean the number of emails received when Wavebox was open or the number of emails hitting the account every day? If it's number of emails that hit with Wavebox open, I'm not sure. It's about 711 or 774 emails received a week with closer to 40 sent.

Would you be able to add one of the accounts using the Any weblink button? Go to the add screen, use mail.google.com as the url and sign in. If you've got sleep disabled on your normal Gmail accounts, disable it for this one too. Once you get logged out normally, check if this one also gets logged out.

I can certainly try it.

[Thomas101]

@evansthompson I would try disabling Artificially persist cookies, this could cause the problem where you see the signouts daily.

We do think we've got a permanent fix on the way for this but in our tests we get signed out every two weeks, so obviously the lead time on testing is long :-(

[reatlat]

@Thomas101 Not sure is it a same issue, but my GMelius can't finish auth process at all :/ and yes, i'm on beta, but stable channel has same issue

[Thomas101]

@reatlat if you're trying to use multiple accounts with Gmelius, try signing into them all through https://gmelius.io/account first and then reload each of the gmails.

If that doesn't work, can you drop support a message and send diagnostics via Settings > Advanced > Generate Diagnostics so we can see if we can reproduce the same here.

Thanks!