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Status showing as offline when user is online

I have a few users that are telling me that spark is running, and that they are online. Their buddies however see them as offline, and cannot chat with them.

The only way to clear this is to log off and back onto spark. They dont know that they are reporting an offline status, so there they dont know to reset their Spark until one of their buddies calls them on the phone.

has anyone experienced this issue?