If you’re experiencing random logouts from Cloud 9, the most common troubleshooting step is clearing your browser’s cache and cookies. A step by step instruction can be accessed here:
Why Should I Clear my Cache and Cookies?
Another thing to check is your browser settings—specifically, make sure that “Preload Pages” is turned OFF, as this can sometimes interfere with session stability, especially if you are using a "bookmark" to access your Cloud 9 database.
Because the “Preload Pages” setting continuously refreshes content in the background, having this option enabled can sometimes lead to random logouts for users in Cloud 9.
If you are using CHROME for your browser, in order to turn this setting off, start by opening your Chrome settings. You can do this by clicking the three small dots in the upper-right corner of your browser window, as shown here:
Step 1
Step 2
From here, once the tab is selected, a new tab will open that looks like this and you will select the "settings" option:
Step 3
Once you have selected "settings" a new tab will open and you will select "Performance"
Step 4
After selecting "performance" you will then navigate to the "Speed" section. Here you will toggle OFF the Preload pages option:
Once you have toggled it off it will look like this:
If you are using EDGE for your browser, in order to disable "preload pages" in Edge, you will navigate to the settings menu located in the upper right hand corner of your screen which is indicated by three small horizontal dots as seen here:
Step 1
Step 2
From here you will select "settings"
Step 3
Navigate to System and Performance: In the left sidebar, click on "System and Performance", then select "Performance"
Step 4
Locate the option labeled "Preload pages for faster browsing and searching"
Step 5
Switch the toggle to OFF to disable the preload feature. This will stop Edge from preloading pages in the background.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.