Protect and recover your signed-in session
Recognize expired or unexpected sessions, sign out safely, and recover access through approved identity flows.
Audience, roles, and scope
Personal browser sessions and account-access recovery; not administrator-led identity or tenant recovery.
Who this is for
- All Vianordis users
Roles
- Account holder
Before you begin
- Access to the approved Vianordis sign-in entry point
Article tags
- session
- sign-in
- sign-out
- recovery
- security
Procedures
Follow the sequence and stop when identity, authorization, target, or result differs from the article.
Recover a session safely
End uncertain state before authenticating again.
- 1Stop sensitive actions
If the identity, organization, or session state is unexpected, do not save, approve, export, or disclose information.
- 2Sign out through the user menu
Use the application sign-out control; close shared-browser tabs after sign-out completes.
- 3Sign in from the approved entry point
Authenticate again, complete required verification, and confirm identity and tenant context before resuming.
A fresh session opens with the expected identity and organization context.
Security and data handling
- Use only the identity, tenant, role, and data scope approved for the task.
- Verify targets and expected effects before saving, sending, publishing, exporting, deleting, or approving.
- Keep secrets and regulated data out of screenshots, URLs, free-text diagnostics, and ordinary support messages.
- Never use a link supplied by an unverified message to recover access; start from the known Vianordis entry point.
- Report suspected session theft or unexpected authentication prompts immediately.
Known limitations
- My Vianordis cannot override an identity-provider lockout or tenant policy.
- Recovery options depend on the configured identity provider and verified contact methods.
Troubleshooting
You cannot open My Vianordis
Likely cause: The session expired, the account is not entitled, or the required tenant or role claim is missing.
- Open the service through the approved Vianordis entry point and sign in again.
- Confirm the intended organization, tenant, and account are in use.
- If access remains denied, record the time and request an entitlement check; do not attempt direct-URL bypasses.
A documented control or navigation item is not visible
Likely cause: The current role, subscription, tenant configuration, release status, or feature flag does not expose it.
- Confirm the audience, role, prerequisites, and limitations in this article.
- Refresh after a new sign-in and verify the correct tenant context.
- Ask the responsible administrator whether the capability is enabled before reporting a defect.
A saved change or background result is not visible
Likely cause: Validation failed, processing is incomplete, the view is stale, or the feature is locally simulated rather than persisted.
- Review inline validation, status indicators, filters, and the selected tenant or workspace.
- Refresh once and search by a stable identifier before repeating the action.
- Do not repeat irreversible or externally visible actions until the first operation's state is known.
Source verification
Session status, sign-out, and security navigation were verified against the pinned source revision.
Reviewed paths at 1f3e2e3
src/app/(my)/security/page.tsxsrc/components/account/AccountSecurity.tsxsrc/lib/session-helpers.ts
Contact support
Contact support when
- A repeatable My Vianordis error blocks an approved task
- Expected access, tenant scope, data, or status appears incorrect
- A security, privacy, financial, compliance, or data-loss concern is suspected
Include
- The page, action, expected result, and exact error text
- The time of occurrence with time zone and whether it is reproducible
- Your tenant, role, browser, and sanitized record or correlation identifier
- The troubleshooting steps already completed
Never include
- Passwords, access tokens, API keys, recovery codes, session cookies, or private keys
- Unredacted personal, financial, health, student, employee, or other regulated data
- Confidential documents or message bodies unless support provides an approved secure channel