Users being grayed out without being idle

[Sam Weber]

We are using XMPP (Openfire) and sometimes some users get grayed out and the
time next to their name shows them as idle when they are definitely actively
using their computer. The status icon next to their name is still green (not
the clock like a normal idle would show). Openfire shows the user session as
active.

 

Any idea how to fix this?

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