Dear LimeSurvey community,

We’re using LimeSurvey Cloud (Version 3.27.16; Expert subscription) and encounter a problem. Many of our respondents experience a session expiration / time out issue. Reading similar (but older) topics it seems to be a more common problem, but the proposed solutions don’t seem to work for us: (1) [url] forums.limesurvey.org/forum/installation...imit-settings#213199 [/url]; (2) forums.limesurvey.org/forum/installation...-session-has-expired ; (3) forums.limesurvey.org/forum/can-i-do-thi...ng-be-adjusted#72962 ; (4) [url] forums.limesurvey.org/forum/design-issue...106-session-time-out [/url]).

It seems that the problem is related to a PHP configuration on the server (session.gc_maxlifetime) which we cannot adjust. In addition, it seems that it is no longer possible to change it in LimeSurvey itself. Is it correct that we can’t change this ourselves in LimeSurvey Cloud?

The alternative solution is to install a plugin ( github.com/SondagesPro/limesurvey-plugin-heartbeat ), but it seems that we are also not able to install plugins. Is it correct that we can’t install plugins in LimeSurvey Cloud?

If that’s the case, are there any other possibilities to solve this issue? The current problem is really problematic and we can’t continue our research as long as the problem exists. Looking forward to your reply and hopefully you can help us out.

I’ve already created tickets via the LimeSurvey website about this issue but didn’t receive a response each time.

Hopefully someone can help us out!

If you use LimeSurvey Cloud : forum user and helper don't have answer.
Contact support

Just as Denis says, as a paying customer of Limesurvey Cloud you can open a support ticket with Limesurvey GmbH directly. Only they are able to answer your questions correctly and only they will be able to change the configuration for your installation.

Thank you for the replies. Unfortunately, the support tickets don't get any response. I guess the other possibility would be to switch to the CE edition. I assume it would be possible to address the issue with the CE version.

Maybe try : forums.limesurvey.org/forum/news/122416-...limesurvey-community

Are you a user of the free account or are you a paying customer? Because if you are a paying customer, they should respond. They are usually quite good with that, from what I see.