If you find yourself clicking on a library folder and seeing it as empty or clicking in the builder without any apps available, the most likely cause is that your login session token has expired. Here’s how to resolve this issue and some common reasons why it might happen.
Steps to Resolve Missing Items
- Return to the initial login page.
- Log in again to obtain a new session token.
- After logging in, check if your library and builder items reappear.
Common Reasons for Session Token Expiration
- Inactivity: Your session may have expired due to prolonged inactivity.
- Concurrent Logins: If someone else logs in with the same credentials on a different browser, it will invalidate your session.
- Direct Access: Bookmarking an inner page and trying to access it directly can bypass the login process, leading to session issues.
- Browser Extensions: Certain extensions may interfere with JavaScript. Using Incognito or Private Mode, which disables extensions, can help.
- Network Issues:
- Problems with session token verification can occur while communicating with the Yurbi server.
- API calls to retrieve library contacts may time out or fail.
Additional Suggestions
- Use Incognito/Private Mode: Logging in through Incognito Mode can help avoid issues caused by browser extensions or cached data.
- Switching Between Libraries/Folders: If you switch between team and private libraries, refreshing the browser can help ensure you see the correct items.
- Server Reboot: If you log in immediately after rebooting the Yurbi server, there may be a delay as components start. Wait approximately 5 minutes and try logging in again.
- Clearing Browser Cache: If you’ve recently updated the Yurbi Server, cached files may cause issues. Clear your browser cache or use a Private Browser/Incognito Mode for a fresh session.
For Persistent Issues
If the problem of missing apps in the builder selection dropdown continues:
- Access the Yurbi Server.
- Go to IIS (Internet Information Services).
- Recycle the YurbiAppPool under AppPools
- Wait for about 3 minutes before attempting to log in again.
More Help
It’s uncommon for session tokens to be lost frequently. If you experience this issue often, please reach out to our support team at [email protected] for further assistance.
By following these steps, you should be able to regain access to your library items and dashboards. If you have any questions or need further help, don’t hesitate to contact us!