CAST HIGHLIGHT - Web - Time out / Sign out frequency

Users has raised the issue that the web portal timeout duration seems to be set for 20 minutes of login and not 20 minutes of idle time. This makes the "Keep Connection modal window" to open even when user is actively working on the portal.


The timeout is set to occur after 20 minutes of idle time at server side.

Sometimes the countdown timer may start even if a user is active  in the portal

  • such as while navigating on the dashboard.  This is because the counter is only reset when the user changes the current page or when there is an interaction between the front-end and the back-end.
  • such as when the user stays on the same page, that is even if the user clicks , user will be prompted about the time out. This is because clicks within a same page (e.g. click on a tab, sort a table, etc.) are not captured. . So clicking on an element within a given page will not reset the timer.

The timeout value is set for security purpose, as per our ISO/IEC 27001:2013 certification.

Note that the user can renew the timeout by clicking on "Keep Connection" when the modal window opens. The timeout will then be extended  for another 20 minutes.

Definitive Solution

This is an expected behavior, for security reasons there is no plan to change the logic as it is part of our ISO/IEC 27001:2013 certification.

Zendesk Ticket Number 

29108, 26788, 26141, 28619



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