If you're seeing errors when trying to load dashboards in the Visualizations tab, it’s likely due to an expired session. This guide walks you through what’s happening and how to quickly resolve it.
Overview
If you're seeing ClientError_TokenExpired messages when trying to interact with dashboards in the Visualizations tab, you're not alone. These errors are common when Catalyst sessions have been left open and idle for a period of time.
Catalyst—like many secure platforms—has built-in session timeout controls to help protect your data. When those timeouts are reached, you may need to refresh or restart your session to re-establish access to datasets.
Why This Happens
Catalyst relies on secure authentication tokens to connect to Power BI dashboards and underlying data. When a session is inactive for too long (e.g., leaving a tab open during a meeting or overnight), that token expires. As a result, dashboards can no longer load properly, and you may see the ClientError_TokenExpired message across several visuals.
How to Fix It
1. Reset Your Catalyst Session
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Navigate back to the Catalyst homepage.
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Click the Catalyst logo in the top-left corner.
This refreshes your session, clears stale cache, and resets your current browser view.
2. Reload the Visualization
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Reopen the Visualizations tab.
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Navigate to your dashboard or report and allow it a few seconds to fully load.
3. Still Seeing the Error?
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Click "See details" on any tile showing the error.
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Copy the full error message and send it to EBM Support for review.
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This will help us pinpoint whether the issue is token-related or possibly something else (e.g., connectivity or access issue).
What to Expect Going Forward
Session expiration is normal behavior in secure, cloud-based platforms—especially those using embedded Power BI visuals. These timeouts help prevent stale data access and protect your environment. While we work to keep session handling seamless, it’s good practice to refresh your browser or re-enter Catalyst if you've stepped away for a while.
Need More Help?
If you've followed the steps above and still aren’t able to access your dashboards, please contact EBM Support with the error details and a screenshot. We’ll be happy to assist and make sure you're up and running quickly.
Session timeouts are expected from time to time, especially after periods of inactivity. A quick refresh usually resolves the issue, but EBM Support is here if you need a hand.
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