If the Agent Portal login screen loads very slowly or shows a “Session expired” message during sign-in, the system date/time on the computer may be incorrect or not synchronized with the configured time zone. Incorrect system time can cause authentication/session validation to fail.

Symptoms

• Agent Portal sign-in page takes an unusually long time to load
• “Session expired” appears during login or immediately after login
• Login loops back to the sign-in screen

Cause

• The computer’s clock is out of sync (incorrect time, date, or time zone)

Fix: Sync date and time on Windows (manual)

1. Open Settings (Windows 10).
2. Select Time & Language.
3. Select Date & time.
4. In Synchronize your clock, click Sync now.
5. Retry logging in to the Agent Portal.
   
   

Expected result

• The Agent Portal login completes normally without long loading or session expiration.

Notes (to avoid repeat issues)

• Ensure the Time zone in Windows matches the actual location/time zone.
• If the issue persists after syncing time, confirm the system time remains accurate after a restart (some devices revert time if sync is blocked by policy or hardware clock issues).

Frequently Asked Questions

1. Why does incorrect system time affect Agent Portal login?
   Login sessions and security tokens rely on time-based validation. If the device clock is incorrect, token validation can fail and trigger “Session expired”.

2. Do I need to change the time zone or only sync the clock?
   Do both if needed. The time zone must be correct, and the clock must be synchronized.

3. Is this a BoldDesk configuration setting an admin can change?
   No. This is a device-level (Windows) date/time setting, not an Agent Portal admin setting.

4. Will this fix apply to other browsers too?
   Yes. The issue is typically tied to the operating system time, not a specific browser.

5. What if “Sync now” is disabled or fails?
   Windows time sync may be restricted by device policy or services. Use an IT admin-approved method to enable time synchronization, then retry login.

6. After syncing time, how long should I wait before retrying login?
   Retry immediately after syncing.