--- title: V2 onboarding troubleshooting description: "Troubleshooting guide for V2 onboarding issues, including the \"Session has expired\" error in the Vim extension." --- [Skip to content](https://knowledgebase.getvim.com/home/v2-onboarding-troubleshooting#main-content) [![Logotype-primary (1).png\]](https://knowledgebase.getvim.com/hs-fs/hubfs/Knowledge%20Base/Logotype-primary%20(1).png?height=50&name=Logotype-primary%20(1).png)](https://knowledgebase.getvim.com/home?hsLang=en) Open main navigation Close main navigation - [Console](https://console.getvim.com/organization-admin/accounts?iss=https%3A%2F%2Fauth.getvim.com%2F) [Console](https://console.getvim.com/organization-admin/accounts?iss=https%3A%2F%2Fauth.getvim.com%2F) Hello! How can we help you use Vim? - There are no suggestions because the search field is empty. 1. [Practice Knowledge Base](https://knowledgebase.getvim.com/home?hsLang=en) 2. [Onboarding](https://knowledgebase.getvim.com/home/onboarding?hsLang=en) 3. [Technical Implementation](https://knowledgebase.getvim.com/home/onboarding?hsLang=en#technical-implementation) # V2 onboarding troubleshooting ## Common issues during V2 onboarding and how to resolve them. Common issues that can come up during V2 onboarding, and how to resolve them. Jump to an issue: - ["Session has expired"](https://knowledgebase.getvim.com/home/v2-onboarding-troubleshooting#session-has-expired) --- ## **Issue: "Session has expired"** **Error message:** "Session has expired" appears in the Vim extension after V2 onboarding is complete. ![Vim Connect side panel in the EHR showing the error screen with a lock icon and a Reload Care Insights button](https://knowledgebase.getvim.com/hubfs/knowledge-base/v2-session-expired/v2-session-expired-01.png) *The error in the Vim Connect side panel* ## When it occurs This error shows up once all of the following onboarding steps are done: - The V2 account is activated and linked to V1 Console - The Vim extension is installed - The EHR is linked to V2 Console Work through the two checks below in order. Most cases are resolved at Step 2. ## Step 1: Verify the V1 → V2 Console setup (Vim team) 1. Confirm the account was **manually activated in V1 Console** correctly.![V1 Console Activation State row reading Account is activated (manually)](https://knowledgebase.getvim.com/hubfs/knowledge-base/v2-session-expired/v2-session-expired-02.png)*V1 Console › Activation State should read "Account is activated (manually)."* 2. Confirm the `new_platform_` account ID was added to V1 Console correctly. **Note:** Use the account ID generated when the account was activated in **V2 Console**.![V2 Console Resulting account card showing the practice name and account ID with a copy button](https://knowledgebase.getvim.com/hubfs/knowledge-base/v2-session-expired/v2-session-expired-03.png)***V2 Console:** copy the account ID under Resulting account.*![V1 Console EHR Identifier field containing new\_platform\_ followed by the account ID](https://knowledgebase.getvim.com/hubfs/knowledge-base/v2-session-expired/v2-session-expired-04.png)***V1 Console:** the EHR Identifier is `new_platform_` followed by that ID.* ## Step 2: Check that the emails match (Vim team + Console owner) Confirm the Console account owner logs in to the EHR with the **same email** they use for Console. | **Console login** | **EHR login** | | --- | --- | | owner@practice.com | owner@practice.com | *Example emails shown.* If they match, return to Step 1. If they differ, follow the fix below. ### If the emails differ Have the Console owner invite the user with their **EHR email**: 1. Close all EHR sessions. 2. Close the Vim extension side panel on the right side of the screen. 3. In Console, invite the user with their EHR email using **either** option: **Option A:** Copy the **Invite team** URL from Console and open it in a new browser tab. **Option B:** Create a new **Member** user from the left-side panel: Open **Users**.![Console left-side navigation with Users selected under My Account](https://knowledgebase.getvim.com/hubfs/knowledge-base/v2-session-expired/v2-session-expired-05.png) Select **Invite users**.![Console Users page with the Invite users button in the top right](https://knowledgebase.getvim.com/hubfs/knowledge-base/v2-session-expired/v2-session-expired-06.png) Enter the user's **EHR email**, choose **Member**, then select **Send invitation**.![Invite users dialog with the email field filled in, Member selected as the default role, and the Send invitation button](https://knowledgebase.getvim.com/hubfs/knowledge-base/v2-session-expired/v2-session-expired-07.png) 4. Close Console. The user follows the steps in the invitation email to accept the invite and activate their member account: Select **Accept Invitation** in the email.![Vim Connect invitation email with an Accept Invitation button](https://knowledgebase.getvim.com/hubfs/knowledge-base/v2-session-expired/v2-session-expired-08.png) Select **Email me a 6-digit code**.![Invitation page with an Email me a 6-digit code button](https://knowledgebase.getvim.com/hubfs/knowledge-base/v2-session-expired/v2-session-expired-09.png) Enter the code from the email (valid for 10 minutes).![Vim Connect verification code email showing a 6-digit code valid for 10 minutes](https://knowledgebase.getvim.com/hubfs/knowledge-base/v2-session-expired/v2-session-expired-10.png) 5. Close Console again, then log in to the EHR. ## Still seeing the error? 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