Reactivating a Locked (Expired) Session

This document will explain how to reactivate/unlock a session that has become locked and/or expired.

On the Reports tab, click on the session you are wanting to work in.

Sometimes when a session opens, you may see "This content is not active" pop-up message if it is an older session and/or the billing cycle has ended.

The session will close and redirect you to the Sessions page automatically.

Click "All Sessions"

Adjust your search date range accordingly, and enter the session ID in the search box.

Click on the session tile.

You will see a Session is Expired pop up notification. At the end of this message, you will see a notice that explains if you need access to this session, you can ask the session owner to activate it. If you are a Tenant or Billing Admin, you can perform this reactivation by taking ownership of the session.

Click "Close"

Click this checkbox in the upper right corner of the session tile.

Click the Switch owner of selected sessions icon.

Click the "Search name or email..." field.

Type in your name or email address, and when you see it appear, click Make an Owner.

Click on the session tile again.

Another pop up message will appear asking if you would like to reactivate the session.

Click "Continue"

You will now be able to enter the session.

Alert\![[If you receive a message that says "Failed to Switch Owner" and the session is 'locked' , it is because there is a Live call ongoing in the session. The session owner would need to end the Live call before the session owner can be changed. If the session owner cannot be reached or is no longer an employee, you will need to create a Talon Support ticket to have the Development team force end the Live session call.]]

If you are unable to change ownership of the session, look up the session ID on the Reports tab and scroll to the right to see if the session is in a Live call.