Session Timed Out ProDemand / ShopKeyPro

UPDATE: special characters (e.g. !,@,#,$,%,^,&, etc.) in the username\password could also prevent passwords from saving and can cause session timeouts.

Problem:  Customer reports will timeout within 15 minutes of using the site when looking up information.  This issue can happen on all supported browsers: Internet Explorer 8-11, Microsoft Edge, Mozilla Firefox, and Google Chrome.

**NOTE: The Logout button must be used for your computer to end the session correctly.  If the Logout is not used, you may have to delete all temporary internet files and cookies in order to re-establish the connection.

The website was created with a 12 hour session timeout to keep performance high and your account safe.

The most common cause of this issue is due to a setting in Internet Explorer that is also responsible for passwords to not save. Please review the following knowledge base article to ensure ‘delete browsing history on exit’ has NOT been enabled: Remove Clear History on Exit

If you are using another browser like Firefox or Google Chrome, these settings exist within these browsers as well and should be configured to either remember history or to allow the session to be saved on the computer. Please review the following setting changes for the browser you use:

Internet Explorer:
Click the “Tools” menu and click “Internet Options”. Click on the “Privacy” tab. Click “Sites”, type “”, click “Allow” and “OK”.

Mozilla Firefox:
Click the “Tools” menu and click “Options”. Click on the “Privacy” tab. In the History section, either set Firefox to “Remember history” or “Use custom settings for history”. If you choose “Use custom settings for history”, click “Exceptions”, type and click “Allow”. Click “Close” and “OK”.

Google Chrome:
Click the Chrome menu button that looks like 3 lines on the top right of the browser and click “Settings”. Click the blue link at the bottom, “Show advanced settings…” and click the “Content settings…” button in the Privacy section. Under the Cookies sections, click “Manage exceptions…”. Under the Hostname pattern, type “” and set the Behavior to “Allow”. Click “Close” twice.

Third-party application like CCCleaner or OptimizeMyPC can ultimately cause the issue as well because these program will clear cookies from your computer just like these settings in the browser.  If you use these third-party applications, please allow cookies to be stored on the computer to prevent the session timeouts from occurring.

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