---
title: "Boss’nX access, menus and session: troubleshooting and FAQ"
description: "Cannot sign in, settings missing on mobile, buttons not shown, forgotten password or expired session: the checks to run in Boss’nX before contacting support."
canonical: https://wiki.can-nx.com/en/guides/boss-access-help/
language: en
product: Boss’nX
audience:
  - utilisateur
  - administrateur
  - installateur
context: "Boss’nX web: sign-in, navigation and session, in a supervision or hypervision, on computer or mobile"
---

# Boss’nX access, menus and session: troubleshooting and FAQ

Context: Boss’nX web: sign-in, navigation and session, in a supervision or hypervision, on computer or mobile

A link that does not let you sign in, settings missing on mobile, buttons not shown, a forgotten password or an expired session: here are the answers to the most common access problems in Boss’nX, for users, administrators and installers.

## Should I open Boss’nX or the hypervision?

To work in a building, open its supervision link. For the consolidated view, use the hypervision link assigned to your account or the chip offered from the supervision. See the [two sign-in forms](https://wiki.can-nx.com/en/guides/boss-access/) and the [switch to the hypervision](https://wiki.can-nx.com/en/guides/boss-hypervision-switch/).

## Why does the link open but I cannot sign in?

If the message says that no project is specified or that the hypervision identifier is missing, reopen the full link provided. If the fields are shown without this message, check the context and the account identifier. Then follow the row matching the message in the [sign-in guide](https://wiki.can-nx.com/en/guides/boss-access/).

## Where are the settings on mobile?

In a supervision, tap **Menu** at the right of the bottom bar. The Menu opens full screen: the settings pages are mainly in the **Administration** and **Integration** families, and the **Search a page, a zone, a component…** field finds a page by its name. On a computer, the three-line **Menu** button is in the header. The entries also depend on permissions: see [navigation by display and context](https://wiki.can-nx.com/en/guides/boss-navigation/).

The consolidated hypervision view has its own navigation, without a **Menu**: on a tablet or phone, its pages are in the bottom bar, **Home**, **Alarms** and **Users** depending on permissions. If the page you need remains inaccessible, report it to support.

## Why do I see fewer buttons than an administrator?

Viewing, command and management permissions are separate. First check the context, then look for the page in the **Menu**, which lists only the pages allowed for your account. If the button is still missing, have the necessary permission checked for your account and the building concerned; an administrator sets them in [the role’s capabilities](https://wiki.can-nx.com/en/guides/boss-role-capabilities/). An accessible page does not necessarily authorize all its actions.

## What should I do if I forgot my password?

The sign-in form does not offer a password reset: contact your administrator or support. **Change my password** applies to an open session and asks for the current password; it is not account recovery.

## Why is the password change greyed out?

In the account menu, **Managed from your Can-nX Kloud account.** indicates that the change is made from that Kloud account. If you need the procedure or no longer have access to that account, contact support.

In the change form, **Save** requires a non-empty current password, a new password of at least eight characters and an identical confirmation. See [the form’s steps and messages](https://wiki.can-nx.com/en/guides/boss-password/).

## What should I do if the session expires while I am entering data?

Keep the page open and sign in again in the **Session expired** window. The text announcing that unsaved work is kept does not mean it has been saved: after reconnecting, check your entries, then validate the page normally. See [session recovery and its variants](https://wiki.can-nx.com/en/guides/boss-session/).

## Why does the warning stay after I click Stay signed in?

Check whether the deadline has changed or whether the window has disappeared. If the session has expired in the meantime, use **Reconnect**, then the current account’s password. Do not repeat the same click indefinitely: in a hypervision, if the warning persists or if signing in again has already failed, contact support.

## Contact support

If the problem persists after these checks, write to support@can-nx.com with:

- the product, Boss’nX, and the context: supervision or hypervision, with the name of the building concerned;
- the display, computer or mobile, and the interface language;
- the desired action, the symptom and the exact message displayed;
- the steps already followed and their results;
- whether unsaved entries are still present.

A screenshot can help locate the screen. Never send a password, a link containing secret access or sensitive data.