Anyone else having this issue on IOS? I’m using fully up to date iPads with passcode set and the checkbox checked to remember login credentials and yet I’m being logged out every few minutes…
Hmm, are you leaving the app open on the iPad or are you interacting with it? The remember me checkbox is so that you do not need to type in credentials, but similar to the website you might time-out if the app is left open with no interaction.
Are you saying you have to manually enter credentials in again?
Yes, I’m leaving the app open all the time. These are wall mounted iPads (5 of them) intended to act as remote alarm panels (hence the PIN setting). So to set them up I enter my user name and password and check the “keep me logged in” checkbox. It works fine for a while. But then I get logged out from every one of them, either on some time period (a few minutes? an hour? or when I log in on a different iPad?)… Thanks for your help!
But then I get logged out from every one of them, either on some time period (a few minutes? an hour? or when I log in on a different iPad?)
So you then back out after interacting with it and return to the iPad home screen, correct?
You then open the app and have the pin setup so that a four digit code is required to access the app?
And you regularly need to re-enter credentials to login instead of retaining the “keep me logged in” check-box?
I just want to clarify the intended function. If you leave the app open on the device, not running in the back-ground but literally the app is left visible on the screen I believe it will time-out to prevent unauthorized access.
Hi Jason,
Yes
Yes
Yes
I leave it running in the background, not open on the home screen. (Also, I think the correct behavior here if you left it open would be to ask for your PIN again, not completely log you out of the app?).
I believe the app was working correctly before (maybe before the last update?). I didn’t have so many iPads logged in but it never logged me out of my master/test iPad. I believe alarm.com might not be honoring the “keep me logged in” checkbox on this latest version on iOS. Note that I have always stayed logged in on the Android app.
Also, I think the correct behavior here if you left it open would be to ask for your PIN again, not completely log you out of the app?
Yes, any time the app is opened the user credentials should be remembered but the pin should be required, based on how you describe using it.
Are you logging into all of the devices with the same credentials? Have you tried using separate credentials to see if that has an impact on the latest app version?
You are likely correct and it is related to an App update if you were able to use this normally before. (And based on how you describe it, it should work) We will report this to Alarm.com and report back here with an update.
Thanks Jason, much appreciated. I am logging in with the same credentials and PIN everywhere. I don’t think I can use different credentials since they are account credentials. And it does let me log in and works correctly for a time. I definitely had it working on Android, MacOS, and 2 iOS devices at the same time with no problem. But now I’ve added more iOS devices. Perhaps they have some kind of device limit? Anyway, I look forward to hearing more.
Regards,
Ben
You can create additional logins for your account on the Alarm.com website by navigating to the Profile tab and selecting “Manage Logins”
Then you can try logging into two devices with separate credentials and see if you have the same issue. It is likely it is simply a time-out issue, but it would be worth a test.
Jason, quick update here. I deleted and reinstalled the alarm.com app on all units. So far it is working without logging me out. Will monitor and let you know. This is the latest version of the alarm.com iPad app running on iOS 10.3.3
Thank you for the follow up. Yes, let us know if you notice the same thing happening again.
Full day later, still working as expected. I’ll track and let you know if anything changes around app updates and the like. Thanks Jason.
Hi Jason,
So, 7 days later and all the iOS iPads have been logged out. The instance I have running on an iPhone has stayed logged in.
The error message I get is this: “Your session has timed out. Please log in again.”
Any response from alarm.com on this issue?
Thanks!
Ben
Hey, I did hear back from Alarm.com. They are investigating this issue and have had a few reports now but have yet to be able to recreate. It is a known issue with the iPad app at this time. The fix will likely require an update.
Excellent. Thanks Jason.
Ben
Any update on this? I’m considering using dedicated iPads wall mounted in a few places around the house.
It is not resolved. My iPads are constantly “timing out” while my iPhone never does. Just went through this again today for the umpteenth time. Jason, if you’d be so kind to follow up with them that would be great!
Babyrocks, there are two issues with using the wall mounted iPads and the alarm.com app:
- The log out issue. It gets old and you just give up after a while.
- When you are logged in, you can use the iPads to set the alarm (if you’re staying in) and you can use the iPads to turn the alarm off. You CANNOT use the iPads to set the alarm and then leave through a door. This will just set the alarm off. You need to use the panel for this.
- Also, note that the beeping when entering the alarmed house will only happen at the main panel, it will not happen on an iPad, even if the app is left open.
Until alarm.com addresses the first issue, we are mainly using our phones instead of the iPads.
Regards,
Bob
It is not resolved. My iPads are constantly “timing out” while my iPhone never does. Just went through this again today for the umpteenth time. Jason, if you’d be so kind to follow up with them that would be great!
This was reportedly resolved in a prior update according to ADC. Can you confirm what version of the app you are running and make sure you are on the latest version?
When you are logged in, you can use the iPads to set the alarm (if you’re staying in) and you can use the iPads to turn the alarm off. You CANNOT use the iPads to set the alarm and then leave through a door. This will just set the alarm off. You need to use the panel for this.
This is normal as when you arm from the app it does not include an exit countdown. Use of the app assumes immediate effect is required. Keep in mind the app is not designed to be used as a replacement for local secondary keypads.
Hi Jason,
I’m on app version 4.6.1 and IOS version 11.4 – both the latest versions.
I do believe they had it fixed prior to this version and then it broke again. Or, Apple broke it somehow with 11.4. Anyway, it was working for a few weeks then stopped recently. I’m pretty sure they can replicate by just signing in to the same account on a couple iPads and watching it log out of both of them.
I do set a pin as well in the app - necessary with wall mounted iPads. Just FYI if there’s some interaction due to this.
No problems at all on my iPhone (also on latest versions of everything). I figure this is just some flag alarm.com sets for the iPad version and forgets to reset when they push a new version, hence the on-again, off-again nature of the bug (possibly).
Best regards.
-B
I’m on app version 4.6.1 and IOS version 11.4 — both the latest versions.I do believe they had it fixed prior to this version and then it broke again. Or, Apple broke it somehow with 11.4. Anyway, it was working for a few weeks then stopped recently. I’m pretty sure they can replicate by just signing in to the same account on a couple iPads and watching it log out of both of them.
Thank you for clarifying. We will update ADC and see if there is any info or if they can replicate easily.
Yeah no problem. I’m also happy to troubleshoot if they’d like, lmk. Thanks Jason.