Troubleshoot a problem

Check sign-in, permissions, filters, imports and invitations.

Access: member.

Before you start

Record the action, displayed message, time and affected module. Check the current organization and that your session is still active.

Cannot sign in

1. Check the sign-in address and the email used for your invitation.
2. Use Forgot your password? when necessary; open the most recent link.
3. Check your spam folder and the link expiry date.
4. Complete any additional authentication configured for your account.

See Sign-in and account for activation and authorization states.

Missing feature or resource

Symptom	Check
Missing menu	Plan availability, module activation and account role.
Access denied	Organization-level permission, then access to the resource or its team.
Empty list	Search, filters, status and current organization.
Disabled button	Required fields and previous steps.
Cannot create a vendor	Plan quota; inactive vendors may still count.
“Under construction” page	Unavailable in this version; see alternatives under Availability.

Ask an administrator to review permissions and sharing. A direct URL does not grant extra access.

Questionnaires, imports and invitations

• Questionnaire missing from a picker: check its purpose, type and viewing permissions.
• Response not saved: wait for confirmation; saving and finalizing are separate actions.
• Import rejected: use the supplied template, check columns and values and review the import report before retrying.
• Expired or revoked invitation: request a new invitation from the affected resource.
• Attachment inaccessible: check sharing and the file distribution level.

Prepare a support request

Provide the module, time, reproduction steps, exact message and a screenshot with sensitive information hidden. Never share passwords, authentication codes or private invitation links.

The expected outcome is either a successful action after correction or a reproducible report for your administrator or CISAPP contact.