Check and correct active sessions and cross-signatures

CHAT 10-015

Note for Windows users

After using the automatic update function (update from 27.02.2025) of the Element Client, you may no longer be able to open the app - to resolve the problem, please reinstall the app via the manufacturer's website.

What you need to know

In order to be able to use the key backup in Matrix correctly, it is important to ensure that existing sessions* have been verified and that cross-signatures are recorded correctly.

These instructions are intended to help you with the necessary steps to rectify the following effects:

- an exclamation mark is displayed next to your name
- You can no longer verify new sessions with your existing key backup (add new end devices)
- You receive the message “Cross-signatures have not been set up”

*Active session = refers to a new login via the browser or chat client (several sessions can exist simultaneously, i.e. in the client and browser).

What you have to do

  1. Click on your name (top left) to open the “Profile options” dropdown.

    • Dropdown with profile options is displayed.

    • 1.1

  2. Select the menu item “All settings” and then click on the second navigation item “Sessions” in the overlay.

  3. Check here under the “Other sessions” section whether other sessions exist and end them.

    • If you see other sessions, you should check and make sure that they have all been closed. You should only be logged in via the Element client before continuing.

    • You can also end sessions directly via the respective entry by selecting it and clicking on the red link “Log out of this session” in the detailed information.

    • There is only one active session (via the client).

    • After following these instructions, you should ensure that further active sessions are always listed here with a green tick (verified) in future. (see Fig. 3.1)

    • 3.1
      Enlarge image
      Display of current and other sessions

      Sessions should always be verified to ensure that no messages are lost.

  4. Now call up the “Security” menu item.

    • The “Encryption” page is displayed.

  5. (Optional) In the “Cross-signing” section, click on the “Advanced” link and check the display.

    • The details may indicate that the cross-signature key is not found.

    • 5.1

  6. Click on the “Reset” button under the first section “Encrypted backup” to set up the backup again.

    • The “Security key” dialog is displayed.

  7. Click on the “Reset it here” button.

    • The “Reset all” dialog is displayed.

  8. Click on the “Reset” button.

    • The “Set up key backup” dialog is displayed.

  9. Click on the “Continue” button.

    • A new key will be generated and displayed.

  10. Click on the “Copy” button to copy the newly generated backup key to the clipboard and then save the key in a safe place, preferably in a password safe.

    • Make absolutely sure that copying and saving the key has worked. You will need the backup key to be able to verify yourself in future sessions (e.g. on other end devices) and thus gain access to previous messages.

    • The new backup key will be used immediately for all future new sessions.

  11. Click on the “Continue” button.

    • The “Encrypted backup successful” dialog is displayed.

  12. Finally, click on the “Done” button

    • The prompt “Use single sign-on to continue” for “Single sign-on” is displayed.

    • 12.1

  13. Click on the “Single sign-on” button.

    • The registration confirmation for the HFU account is opened in a new browser window.

  14. Confirm the request by clicking on the “Continue with Microsoft” button and successfully complete HFU account authentication.

    • HFU account authentication has been completed and a new dialog “Confirm to continue” is displayed in the client.

    • 14.1
    • 14.2

  15. Switch back to the client and click on the “Confirm” button.

    • 15.1

  16. The setup has been successfully completed and the exclamation mark next to your chat messages should no longer be displayed.

Problems or questions?