If you're visiting this help article, you probably encountered a 'your session has expired' or a CSFR error in Vectera.

These messages mean that your browser couldn't create a secure cookie or couldn't access the cookie. This is probably caused by a plugin, an extension or a browser setting.

The CSRF error is mostly due to an older version of your browser or operating system, we highly recommend updating your browser and operating system to the latest version!

How to fix this

Generally, you want to make sure that cookies are enabled in your browser. Cookies are necessary for a smooth meeting!

Enable cookies in your browser settings:

If cookies are enabled in your browser but you still have the error after a page refresh, you can fix the CSRF error by following these steps:

  1. Try to open the meeting room in an incognito window or a different browser.
    If the CSRF error doesn't show, we recommend starting your meeting like this and fixing the issue in the original browser afterward.

  2. Update your browser and operating system to the latest version, and check if the CSRF error still happens.

  3. Check in your browser settings/preferences if the error is caused by an extension/add-on. Deactivate extensions/add-ons and refresh the meeting room to find the cause.

  4. If the CSRF error is not caused by an extension/add-on, check the privacy settings in your browser (see below).

Privacy settings in your browser - Desktop

Follow these steps in your browser to solve the error on your desktop:

Safari

  • Open Safari Preferences and go to the Privacy tab

  • Make sure that 'Block all cookies' is not activated. In older Mac versions you can also set "Cookies and website data" is to "Always allow" or "Allow from websites I visit".

  • Click on the Manage Website Data button to see all locally stored website data.

  • Search for the domain name of the meeting room and remove all domain-related entries.
    Eg. if the meeting room url is vectera.com/meet/..., search for "vectera". If the meeting room is on a custom domain such as meet.mydomain.com/room, search for mydomain.

  • Reload Safari and try to re-enter the meeting room

Chrome

  • Open Chrome Settings and go to 'Privacy and security'

  • Click on 'Cookies and other site data', scroll down until you see 'Sites that can always use cookies'.

  • Click on Add. If the meeting room url is vectera.com/meet/... fill in "[*.]vectera.com". If the meeting room is on a custom domain such as meet.mydomain.com/room, fill in "meet.mydomain.com".

  • Now click on 'See all cookie and site data'. Search for “the meeting room domain name” and remove all domain-related entries.

  • Reload Chrome and try to re-enter the meeting room

Firefox

  • Go to Firefox's Preferences and click on Privacy & Security.

  • Scroll down until you see Cookies and site data

  • Click on Manage Exceptions... and add the domain of the meeting room
    If the meeting room url is vectera.com/meet/..., add https://vectera.com/. If the meeting room is on a custom domain such as meet.mydomain.com/room, add "meet.mydomain.com".

  • Now click on Manage data, search for the meeting room domain and remove all shown entries.

  • Reload Firefox and try to re-enter the meeting room

Privacy settings in your browser - Mobile/tablet

Safari

  • Open Settings on your mobile/tablet

  • Scroll down until you see Safari and click on it

  • Scroll down to the 'privacy and security settings' and make sure that 'Block all cookies' is not activated.

  • Scroll down until you see Advanced and click on it. Now click on website data.

  • Click on Edit, search for the domain name of the meeting room and remove all domain-related entries.
    Eg. if the meeting room url is vectera.com/meet/..., search for "vectera". If the meeting room is on a custom domain such as meet.mydomain.com/room, search for mydomain.

  • Reload Safari and try to re-enter the meeting room

Chrome

Cookies are automatically turned on and stay on. You can delete all cookies with the following steps:

  • Open the Chrome app and click on the menu (3 dots)

  • Click on Settings and go to Privacy

  • Tap on Clear Browsing Data

  • Select the data you want to delete and click on Clear browsing data

  • Tap done

Firefox

  • Open the Firefox app and click on the menu (three bars)

  • Click on Settings and scroll down until you see 'Privacy'

  • Click on Data management and make sure Cache and Cookies are enabled.

  • Now click on Web site data, search for the meeting room domain and remove all shown entries

  • Go Back to the privacy settings and click on Tracking protection. Set the Protection level on Standard

  • Reload Firefox and try to re-enter the meeting room

Is the error still not fixed? Contact the Vectera team for further help and instructions!


The Vectera team is looking forward to your feedback. Our main goal still is to improve your experience in creating online meeting rooms. Eager to get going? Log into your account or get started with a free, fully-featured trial of Vectera!

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