Troubleshoot Prismara Admin

Cause: The app launcher only shows apps the person holds a licence for. Either no licence has been assigned for that app, or it was removed.

Resolution:

1. In Admin, select Users > Active users and select the person’s name.
2. On the Licences and apps tab, check the box next to the app and select Save changes. See Manage users and licences.
3. Ask the person to sign out and sign in again.

Cause: Every licence you have for that app is already assigned. The available count next to the app shows 0.

Resolution:

1. Select Reports > Licences and check the Not used column for people who hold a licence but don’t use the app. See View usage reports.
2. Remove licences from people who no longer need them; they go back to the pool.
3. Remove users who have left. Their licences go back to the pool too.
4. If you still need more, contact your partner or SovSec to add licences.

Cause: Changes to users, licences and roles can take a few minutes to reach every app. The person’s open session may also still have their old access.

Resolution:

1. Wait a few minutes.
2. Ask the person to sign out of Prismara and sign in again.
3. In Admin, open the person’s page and check the change was saved.

Cause: You signed in with User sign-in instead of Admin sign-in, or your account does not have an admin role.

Resolution:

1. Sign out, then go to https://admin.prismara.eu/login and use Admin sign-in. See Sign in to Prismara.
2. If you still can’t get in, ask a Global administrator in your organisation to check your admin roles.
3. If nobody in your organisation can sign in to Admin, contact your partner or contact support.

Cause: The partner relationship has been removed, has not been accepted yet, or does not include the permission the partner needs.

Resolution:

1. In Admin, select Settings > Partner relationships.
2. Check the partner is listed and that the relationship is active.
3. Check the permissions the partner holds match the task they are trying to do.
4. If the partner is missing, ask them to send a new relationship request. See Delegated administration.

Cause: SovSec is aware of a problem with that app and is working on it.

Resolution:

1. Select Health > Service health and open the incident to read what is affected and the latest update. See Check service health.
2. Tell your users what the incident message says, and which features to avoid for now.
3. You don’t need to raise a ticket for a listed incident. To be told about updates, turn on email notifications.