Unlocking after a reload
Why PIToolkit asks for your password again after a reload or in a new tab, even though you're still signed in, and how to unlock.
On this page
Why this happens
PIToolkit keeps the key that decrypts your data only in the memory of the browser tab you signed in on. It’s never saved to disk and never stored anywhere we could read it.
So when that memory is cleared, the key goes with it. That happens when you:
- reload the page
- open PIToolkit in a new tab
- close the tab and open it again, or the browser discards it to save memory
You’re still signed in. Your session hasn’t expired. The tab just can’t decrypt anything until you give it your password again. This is normal, not an error.
What you’ll see
Instead of your case material, you’ll see Unlock your workspace, with a note that your keys live only in the tab you signed in on. On the sign-in page, the same prompt appears as Unlock this tab, reminding you that you’re still signed in and nothing has expired.
How to unlock
- Enter your password. (The unlock prompt takes your password only, not your recovery key or a two-factor code.)
- Choose Unlock.
Your browser rebuilds the key from your password, and you’re back where you were. Unlocking creates no new session and changes nothing on our servers.
If you mistype, you’ll see “That password doesn’t match the one you created this account with. Retype it.” Nothing else happens; try again.
If you’ve forgotten your password
Choose Sign out instead, then use Forgot password on the sign-in page with your recovery key. See Your recovery kit.
What it doesn’t do
Unlocking one tab doesn’t sign out other tabs or devices, and it can’t switch you to a different account.
If it keeps happening
If you’re asked to unlock with no reload, new tab or sign-out to explain it, contact support from Settings, section Help & audit log, Contact support, and describe when it happens.