Overview

The Kayako mobile app is crashing with a "request timed out" error when a user is trying to log in. This is happening for both iOS and Android.

You can successfully log in to Kayako Classic through a web browser when using the mobile app with the same credentials you are getting the "Unable to log in: timeout" error as shown here:

Solution

This problem occurs when the session table grows to a huge record volume which crashes the mobile login process as it is not meant to handle that many sessions during a maintenance function.

The recommended solution is to clean up the sessions table by following these steps:

1. Check the count for old session records by executing the following query:

   SELECT COUNT(*) FROM swsessions;

   Example output:

   SELECT COUNT(*) FROM swsessions;
   +----------+
   | COUNT(*) |
   +----------+
   |  2188969 |
   +----------+
   1 row in set (27.621 sec)

2. If the query execution time takes several seconds and the count shows a huge record volume, the solution is to clean up their sessions table.
   In the above example, the sessions table has well over 2 million records which is a lot therefore the recommendation, in this case, is to run this query to delete session records older than 2 weeks. You can use the Epoch & Unix Timestamp Conversion Tool to obtain the Epoch timestamp for the desired date 2 weeks ago as the lastactivity column stores the timestamp in Unix epoch time format.
   Example:  Assuming a fortnight ago was on Friday, December 3, 2021 6:00:00 AM GMT and you would like the epoch timestamp for this date, the Epoch converter returns the Epoch timestamp for this date as 1638511200: 
   
   You can then use this value in the SQL query as follows:
   

   DELETE FROM swsessions WHERE lastactivity < 1638511200;

3. Confirm that you can successfully log in using the mobile app.