Troubleshooting

Terminal will not activate, connect or reports another window

Resolve an expired code, offline device, wrong surface or conflict between multiple windows.

Common symptoms

Code rejected: confirm it was entered before the displayed expiry and has not already been used.
Wrong surface opens: create a new code of the correct type; the type is chosen in the portal, not on the device.
Terminal is offline: check the internet connection, device status in the portal and whether access expired or was disabled.
Another-window message: close every other tab or window using that activated terminal, return to one tab and reload.
A new device takes over an old session: use a separate browser profile and activate it as a new device.

Record the device name and exact message shown on screen.
In the portal, open Branches, select the branch and open Devices.
Review that device's type, status, credential validity and last activity.
If access is invalid, disable the record and perform a new activation.
If the record is active, close duplicate tabs, check the connection and reopen the terminal URL.