Examsoft Login Loop and "please wait, while we log you out" Error message

Tags Examsoft

 

Overview

This article describes solutions for when a user attempts to login to Examsoft but is then immediately logged back out.  

Issue:

Issue Presented: 

  1. Characterized by the user attempting to login to the system, then receiving a message that says “please wait while we log you out”. 
  2. User has attempted to login again and receives the same message.

Diagnostics and reasons for the issue:

  1. The user’s browser has outdated cookies or security certificates for the Examsoft site. 
  2. A different Microsoft username or password is being automatically entered when the user attempts to login to Examsoft.
    1. This is a common issue with people who have UPMC and/ or CHP email/ access accounts in addition to their Pitt logins.

Solution:

  1. The user should reset the cookies and cache on their browser
  2. Fully close the browser and restart it.
  3. If issue persists, have the user attempt to log in to Examsoft using a private (Edge), incognito (Chrome), inPrivate (Safari), Private Browsing (Firefox), or a different private browser window that does not have any cached information saved on it.

 

Instructions for Resetting cookies and Cache:

Clearing Cookies and Cache in MS Edge 

  1. Open Microsoft Edge.

  1. Click the three dots in the top right corner.

  1. Select Settings.

  1. Click Privacy, search, and services.

  1. Under Clear browsing data, click Choose what to clear.

  1. Select All time from the Time range drop-down menu.

  1. Select the checkboxes for Cached images and files and Cookies and other site data.

  1. Click Clear now.

  1. Then fully close Edge and restart it. 

  1. Then try to log in again to https://ui.examsoft.io/login?institutioncode=pitths using your Pitt SSO. 

 

Clearing Cookies and Cache in Chrome 

  1. Click on the Settings menu (3 dots) in the top right corner of your Chrome window.

  1. Click on Settings from the drop-down menu.  

  1. On the left side, click on Privacy and Security.

  1. Select Delete Browsing Data.

  1. A new dialogue box will open.

  1. Select the period to delete, we recommend All Time. 

  1. Ensure to check the boxed for Cookies and other site data and Cached images and files are ticked.  

Uploaded Image (Thumbnail)

  1. Click on Delete from this Device and wait for that dialogue box to exit.

  1. Close all open Chrome windows and tabs and then restart Chrome.  

  1. Then try to log in again to https://ui.examsoft.io/login?institutioncode=pitths using your Pitt SSO.  

 

Clearing Cookies and Cache in Safari: 

  1. Go to the Safari app on your Mac. 

  1. Choose Safari > Settings, then click Privacy. 

  1. Click Manage Website Data. 

  1. Then click Remove All. 

  1. Then try to log in again to https://ui.examsoft.io/login?institutioncode=pitths using your Pitt SSO. 

 

Resetting Cookies and Cache in Firefox: 

  1. Click the menu button and select  Settings. 

  1. Select the Privacy & Security  panel and go to the Cookies and Site Data section. 

  1. Click the Manage Data…  button. The Manage Cookies and Site Data dialog will appear. 

  1. In the Search websites field, type the name of the site whose cookies you want to remove. Items that match your search will be displayed. 

  1. To remove all cookies and  storage data for the website, click Remove All Shown. 

  1. To remove selected items, select an entry and click Remove Selected. 

  1. Click Save Changes. 

  1. In the Removing Cookies and Site Data confirmation dialog that opens, click OK. 

  1. Close the about:preferences page. 

  1. Then try to log in again to https://ui.examsoft.io/login?institutioncode=pitths using your Pitt SSO. 

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