# Mezmo: User sessions are timing out and customers are required to login again

- Impact (vendor’s label): minor
- Status: postmortem
- Started: 2023-06-19 11:09 UTC · Resolved: 2023-06-19 13:58 UTC · Duration: 2.8 h
- Updates: 5 · Affected components: Web App
- [Vendor status page: https://stspg.io/r7r0crx61983](https://stspg.io/r7r0crx61983)
- [Company: Mezmo](https://rewindex.com/company/mezmo.md)

## Timeline of updates

- **investigating** 2023-06-19 11:09 UTC: User sessions to our Web UI are timing out and customers using the UI have to log in every 1-2 minutes.  We are investigating why this is happening, but the rest of the service is fully functional. No other components are affected.
- **identified** 2023-06-19 11:13 UTC: The issue has been identified, and a fix is being implemented.
- **monitoring** 2023-06-19 11:27 UTC: The fix was implemented and we are now monitoring the user login sessions.
- **resolved** 2023-06-19 13:58 UTC: This incident has been resolved.
- **postmortem** 2023-06-28 18:30 UTC: \*\*Dates:\*\*     Start Time: Monday, June 19, 2023, at 10:31 UTC     End Time: Monday, June 19, 2023, at 12:35 UTC     Duration: 124 minutes   \*\*What happened:\*\* Users were being logged out of our WebUI frequently – within 1-2 minutes of logging in.  Users could successfully login again, but the new session would also expire quickly.   \*\*Why it happened:\*\* The cache of logged in users held in our Redis database was being cleared every 1-2 minutes.  This caused all user sessions to expire and new logins to be required.  We have yet to ascertain why the cache was being periodically cleared at frequent intervals.   \*\*How we fixed it:\*\* We restarted the pods running the Redis database and the cache behavior returned to normal.   \*\*What we are doing to prevent it from happening again:\*\* We will investigate further to learn why the Redis cache was being frequently cleared.


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Canonical: https://rewindex.com/company/mezmo/incidents/qhrtfbpx0w46 · Markdown: https://rewindex.com/company/mezmo/incidents/qhrtfbpx0w46.md · JSON: https://rewindex.com/api/v1/companies/mezmo/incidents/qhrtfbpx0w46 · Generated 2026-10-18T09:46:11.737Z