I can't replicate this issue on the site as a guest, http://screencast.com/t/gSFFi26Eqe7 . Your login provided is not working.

How do you replicate this issue?

I think the member had not logged in for some time (session ended?) but ... thought she was logged in as nothing indicated she was not (her avatar even appeared).

Perhaps EB is not checking if the user is truly logged in?

Please as always make sure you don't test with posts which will be seen by all.
We need to prevent this from reoccurring.
back to you.

I tried to login using the menu at the top and it is not working.

I just enabled it. Always afraid to let EB in the site as EB has made things worse (or publicly published tests) in the past.
Should work now. Please be cautious.
Cheers,

Stop being so negative and focus on resolving the problem. There is no point of you slandering us as it wouldn't speed up anything at all.

I just tried to post a new comment as the user and it works fine too http://screencast.com/t/V79YFDBsaIj

Mark....
I'm just stating facts. With all due respect... EB should focus on preventing issues in the first place.
If EB could get their act together, do some due diligence, better testing and more sanity checks, we wouldn't be experiencing the onslaught of issues. My client shares the same feelings, it's not just me.

That you can reproduce the issue at will or not is beside the point. There's obviously some condition which is not caught by EB. I've spent yet more time, given you some info on this new issue. I hope you can offer some solution. And not simply wash your hands of it and say "Sorry... can't reproduce". We almost went that route already with a recent issue, as you recall (JCE). I know it's not easy when you can't reproduce the error, as I've told you, I speak from experience. 30+ years as programmer/IT.

But... from a customer perspective... our concern is that EB has caused one of our members some frustrations by losing a comment and is surely causing the user to think twice before commenting again. Not the culture we want to foster.

Again perhaps the problem stems from us having different standards.

Hello Gilles,

Based on my observation, the user that having this error was taking too long to post a comment which lead to session timed out. We do have a checking for the session and that's why the user can't comment. If we didn't check for the token, the user will be able to post comment even he is already logged out due to session time out. We can't replicate it maybe due to our session is still alive. If possible, you can log in as that user and try to post a comment directly after logged in to prevent the session timed out. If the error still there, you can provide us the access to that user's account so we can troubleshoot the issue.

Hi Nick,
Yes, as I noted, this is my suspicion.

However, you must agree that the way the error is handled (and the unclear error message) does not provide a good user experience for users who may experience this.
I repeat

But... from a customer perspective... our concern is that EB has caused one of our members some frustrations by losing a comment and is surely causing the user to think twice before commenting again. Not the culture we want to foster.

What can be done to make improve the EB user experience in this case and avoid the site losing commenters?

Hello Gilles,

Yes I do agree that. I will consult with the team about this and will keep you updated.

I'm glad we're on the same page, Nick.
We're hoping for a fix sooner than later to avoid members experiencing this again and no longer posting.
When can we expect to hear from you?

Hello Gilles,

I can't give you the exact date. Currently most of our team is out station for the Joomla Conference.

Don't need an exact date... just a ballpark so I know it won't fall through the cracks. We seriously need this resolved for all the reasons stated above.Thanks for your understanding.

Hello Gilles,

I've bookmarked this post and will discuss with the team.