Why does user account login fail to persist on Chrome?

Store Design
,
1

Hello all!

Our user login suddenly does not persist. As a user, I login to my account, and get logged out when I navigate to another page.

This only happens on Chrome, and not in incognito. This happened once before about a month ago.

Has anyone else experienced this? Is this a Shopify/Chrome bug?

Our site for reference: https://acid.com.mx

Thanks!

Melissa

2

Hi, @melpno7 !

Thanks for reaching out in our Community forums and for sharing your concern, I’d be happy to help.

I appreciate you bringing this to our attention. You mentioned that you are being automatically logged out when navigating around your admin and store. Are you able to double check your Chrome settings and active extensions? These may be causing the issue as this is not occurring via Incognito mode.

You can also try a few additional local troubleshooting steps here:

  • Clear your cache and cookies on your browser. After this, completely reboot the browser.
  • Try another internet connection (switching to a cellular network on a phone rather than wifi, for example)
  • Ensure you do not have any firewalls or pop up blockers enabled on the device as these can interfere.

Let me know if these suggestions work, if not I can keep troubleshooting with you!

3

Hi again, @melpno7 !

I hope your day is going well. I just wanted to check in with you to ensure that you receive the support you may need. Were you able to go through the local troubleshooting steps and login to your account, or are you still being logged out? If so, feel free to provide some additional information regarding which pages you navigated to that caused your account log in to time out, and we can continue troubleshooting.

Thanks for your patience!

4

Hi Mac,

The problem doesn’t happening for the admin login, only a customer login into their account.

I have cleared my cache & cookies. The problem persists. Browser restart as well. But I a getting complaints from customers as well regarding this. This is not only happening on my end.

As soon as a customer leaves their account page and navigates to any other page, they get logged out.

Someone mentioned to me that the problem might be that an app or program clears the _st.cid variable. Which I will try to investigate.

I appreciate your help!

Melissa

5

Hi again, @melpno7 !

Thank you for providing that additional context and clarification.

In summary, you have received a few complaints from your customers stating that they are being logged out after leaving the accounts page. Are you able to confirm if you are using a theme to manage your accounts, or do you have a third party app that handles your accounts? Please provide the name of the app or theme you are using and I can take a closer look.

In regards to your customers, have you advised them to try accessing the store through a different device or browser? This issue could very well be caused with their device settings. In the meantime, I will look into this further as well, and I’m awaiting your response.

Talk soon!