Losing connection to server because of not logging out properly?

I have a few clients using our database via IWP. I have instructed them to Log out properly using the log out button, but as you know, it doens't always work out that way. I had a client you regularly just closes her browser window write up a abunch of data and when she went to save it (Commit records), got the message along the lines of 'You are not connected - see Administrator'. Could this be because of not logging out properly?

I have set her account to never log out when idle, so I am baffled how we managed to lose all that data she had entered.

Any ideas?

Thanks so much,

Maria