Troubleshooting automatic logouts

If you are a BlueConic user and find that you are logged out of BlueConic unexpectedly, it may be because your site employs an online security system that masks your IP location.

When you log into BlueConic, the system recognizes your IP location and enables you to remain logged in during a work session. However, if your site uses a cloud security provider such as Zscaler to route Internet traffic, this IP location changes frequently, potentially logging you out of BlueConic.

If your cloud security provider changes IP addresses frequently and this causes frequent logouts, you can register your IP address(es) with BlueConic to ensure your BlueConic users are recognized even if their IP address changes.

How to report your variable IP address configuration to BlueConic

  1. Contact the IT or Security team at your site. Ask them to check the Zscaler cloud console (or equivalent IP-masking platform) and obtain the IP ranges they currently use.
  2. Contact your BlueConic CSM to provide these IP ranges so the BlueConic on-demand team can add them to your BlueConic tenant's configuration files.
  3. Now BlueConic will recognize the users at your site, even if their IP address changes during a login session.

Contact your Customer Success Manager at support@blueconic.com if you have questions or to register your IP addresses with us.