Hi CommonSenseDesign,
This can happen when something is preventing a cookie from being saved or updated.
It can be tricky to diagnose when you can't replicate the issue yourself. Here are some things to try (in no particular order):
- Have them try a different browser on the same machine
- Have them try clearing their cookies (for the site) in the problem browser
- Ask them to check for (and disable) any security browser plugins or software that might be interfering
- Have them try to login from their phone
- If they have another computer at the same location try that one
We want to try to isolate if the problem is due to a specific browser, a specific computer, or all the computers behind a specific internet connection.
Hope that helps, let me know what they discover. Thanks!
Dave Edis - Senior Developer
interactivetools.com