Webdirect: user gets kicked out too soon

[mbarrett65]

I have a user in the latest version of Web Direct who continually gets kicked out -- he can't even log in now in Chrome or Safari. He's cleared cookies and cache. The problem had gone away for some weeks but then it recurred today. This is the error message he receives:

 

Any ideas?

Edited October 17, 2017 by mbarrett65
added more info