Session and Timeout Issues

CareVision sessions are designed to keep you signed in while maintaining secure access to your organisation’s information.

This topic describes how CareVision sessions and timeouts work and outlines common session issues and troubleshooting steps.

What is a user session

A user session is the period during which CareVision recognises that you have successfully signed in.

Your session uses a secure authentication token to confirm your identity as you move between pages and complete tasks. This allows you to continue working without signing in again for every action.

If you use Microsoft Entra SSO, the inactivity timeout is controlled by your organisation’s Microsoft Entra settings. CareVision cannot extend or change this timeout. If the inactivity period is too short for your work, contact your organisation’s IT team.

See related article: Single Sign-On with Microsoft Entra

Why sessions expire

A session may expire when:

• You have not used CareVision for an extended period.

• Your organisation’s Microsoft Entra policy requires you to sign in again.

• Your Microsoft account or access permissions have changed.

• Your internet connection is interrupted.

• Scheduled maintenance affects access temporarily.
  

Common Session Issues, Causes and Troubleshooting

Issue	Common causes	What to do
Unexpected sign-out	Inactivity timeout or your organisation’s Microsoft Entra session policy.	Sign in again. If this happens repeatedly during active use, record the date and time and contact the CareVision Support Team.
Session expired message	The authentication information stored by your browser is no longer valid.	Sign in again, then refresh or reopen any other CareVision tabs.
Repeated login prompts	Older tabs may still be using an expired session after you sign in through another tab.	Refresh all open CareVision tabs, or close and reopen them. Use fewer tabs where practical.
Page not responding	An expired session, unstable internet connection or outdated browser information.	Refresh the page or reopen CareVision. Refreshing may remove unsaved information.
Changes not saved	The session expired or the internet connection was interrupted before the save was completed.	Save work regularly, confirm that each save is successful and copy lengthy text before submitting it.
Multiple active sessions	Different tabs or devices may hold information from different sessions.	Close duplicate tabs and refresh or reopen older tabs after signing in again.
Authentication loop	An expired Microsoft Entra session, blocked cookies, browser privacy settings, conflicting Microsoft accounts or your organisation’s Entra policy.	Close all CareVision tabs, reopen the browser and sign in again. Enable cookies or clear your browser cache and cookies if needed. If the issue continues, contact your organisation’s IT team.
Scheduled maintenance interruption	Scheduled maintenance may temporarily interrupt your session or require you to sign in again.	Wait until maintenance is complete, then reopen CareVision and sign in again.
Browser-specific issue	Browser settings, extensions, cookies or cached information may interfere with authentication.	Use an up-to-date, supported browser. If needed, try another supported browser.
Connection issue	An unstable network, firewall or proxy may interrupt authentication or prevent changes from being saved.	Check your internet connection or try another network. Ask your organisation’s IT team to check for connectivity, firewall or proxy issues.

For more information about session and timeout issues, contact the CareVision Support Team.

• Related Articles

• Single Sign-On with Microsoft Entra

  Single Sign-On (SSO) with Microsoft Entra provides a secure way for your organisation’s staff members to access CareVision using their existing Microsoft accounts. This reduces the need for separate credentials while supporting access to both the ...

• Account Access and Security

  CareVision provides authorized users with access to the platform based on their assigned roles and permissions. Secure login practices protect personal and vital information from unauthorized access. This topic describes how to access CareVision, use ...

• Submit a Ticket to CareVision

  CareVision aims to provide assistance so you can make the most of our platform and maintain smooth operations. We provide several ways for you to receive help quickly and easily. Submitting a ticket is one of the fastest ways to reach our support ...

• CareVision Academy

  CareVision Academy is the central learning hub for CareVision users, designed to support onboarding and continuous skill development. It provides a repository of training resources, including introductory system guides, major learning series such as ...

• CareVision’s Knowledge Base

  CareVision provides a Knowledge Base where you can find articles, step-by-step guides, troubleshooting resources, and tutorial videos to help you get the most out of CareVision products. The Knowledge Base is updated regularly, with new documentation ...

Request an Article or Guide

We are keen to know what you want to know more about? Let us know on chat or raise a ticket for an article or topic you would like covered in more detail. We have a team of technical writers and learning content creators keen for your suggestions.