Troubleshoot Prismara Spaces

Cause: Spaces Sync is paused or signed out, your computer is offline, the file is open and locked by another app, or the file can’t be uploaded.

Resolution:

1. Select the Spaces Sync icon in the notification area, menu bar or system tray, and check the status message.
2. If it says Paused, select Resume syncing.
3. If it asks you to pair this computer, select Pair this computer and approve the code in your browser. See Sync files to your computer.
4. Check that you can open https://spaces.prismara.eu in your browser. If you can’t, see Troubleshoot sign-in and access.
5. Close the file in any app that has it open, then wait for Spaces Sync to try again.
6. For files marked Not synced, select the Spaces Sync icon > View problems to see the reason for each file.

Cause: The same file was changed in two places — for example on your laptop while it was offline and in the browser by a colleague — before the changes could sync. Spaces Sync keeps both so that nobody’s work is lost. The second copy has a name such as Report (conflict copy from LAPTOP-01).odt.

Resolution:

1. Open both files and compare them.
2. Copy any changes you need into the original file.
3. Delete the conflict copy.
4. To avoid conflicts, open shared documents in Prismara Folio, Lattice or Lumen in your browser, where several people can edit at the same time.

Cause: A whole synced folder was deleted or moved out of the sync folder on your computer. Spaces Sync asks before deleting a folder for everyone, to protect against accidental deletion.

Resolution:

1. If you meant to delete the folder for everyone, select Delete for everyone.
2. If you only wanted it off your computer, select Keep in Spaces, then stop syncing the folder: Settings > Choose what to sync. See Sync files to your computer.
3. If you didn’t delete anything, select Keep in Spaces and check whether another app or a clean-up tool moved the folder.
4. If the folder was already deleted, restore it from the space’s recycle bin. See Restore versions and deleted files.

Cause: The link has passed its expiry date, was deleted, is limited to people in your organisation, or the person using it is not signed in.

Resolution:

1. If the link is for people in your organisation, check that the person is signed in with their Prismara account.
2. Ask the person who shared the item to open Manage access and check the link is still listed and its Expires date.
3. If the link has expired or was deleted, the person who shared it can create a new link. See Share files and folders.
4. If Anyone with the link isn’t available, your organisation doesn’t allow it. Share with the person directly instead.

Cause: You aren’t a member of the space, or the folder has its own permissions that don’t include you.

Resolution:

1. Check that you are signed in with the right account.
2. Ask a colleague who can see the space to open Members and tell you who the owners are.
3. Ask a space owner to add you to the space, or to the folder if it has its own permissions. See Manage access to a space.
4. If you can’t open Prismara Spaces at all, ask your administrator to assign it to you.

Cause: File and folder names can’t contain these characters: \ / : * ? " < > |. Names also can’t start or end with a space, or end with a full stop.

Resolution:

1. Rename the file or folder to remove the characters, for example change Q3: budget?.ods to Q3 budget.ods.
2. Upload it again. In Spaces Sync, the file syncs automatically once it’s renamed.

Cause: The first time you sync a library, Spaces Sync downloads every file in it. After that, only changed parts of files are transferred, so later syncs are much faster.

Resolution:

1. Leave Spaces Sync running and your computer connected until the first sync finishes. The Spaces Sync icon shows progress.
2. Sync only the libraries and folders you need: Settings > Choose what to sync.
3. Use a wired or faster network connection for the first sync if you can.

Cause: A pairing code expires after 10 minutes and can be used only once. The code may also have been mistyped, or pairing may be blocked for a while after too many wrong codes.

Resolution:

1. In Spaces Sync, select Get a new code.
2. Open the link that Spaces Sync shows, or go to https://spaces.prismara.eu and select your profile picture > Pair a computer.
3. Check that the code in your browser matches the new code in Spaces Sync exactly, then select Approve.
4. If you’re told that too many wrong codes were entered, wait a while and try again with a new code.
5. If it still doesn’t work, check that you’re signed in to the browser with the same account you want to use on this computer.

Cause: Someone asked to pair a computer with your account, but you didn’t start it. This could be a mistake, or someone trying to get access to your files.

Resolution:

1. Select Deny. Never approve a code that someone sends you by email, chat or phone.
2. Tell your administrator or security team.
3. Check your paired computers and remove any you don’t recognise: select your profile picture > Paired computers. See Sync files to your computer.
4. If you suspect an attack, use the secure incident chat to contact SovSec’s security team.

Cause: Your organisation signs in with Prismara Identity only, so the Sign in with Microsoft option is not shown.

Resolution:

1. Select Sign in with Prismara Identity and sign in with your work email address. See Sign in to Prismara Spaces.
2. If you don’t know your Prismara Identity account details, ask your administrator.

Cause: You have a password account, and this is the first time you’ve signed in with it. Everyone with a password account must set their own password the first time.

Resolution:

1. On the Set a new password page, enter a new password in New password and Confirm new password.
2. Select Save password.
3. Keep the password private. SovSec will never ask you for it.
4. If you didn’t expect a password account, or you weren’t given a temporary password, ask your administrator before you continue.