Troubleshoot Prismara SOC

Cause: The first data can take up to an hour to arrive. If it still does not arrive, consent may be incomplete or the Microsoft security product may not be licensed or turned on in your tenant.

Resolution:

1. Wait an hour after connecting, then check Prismara SOC > Microsoft tenants > your tenant > Data status.
2. Check that Microsoft Defender XDR, and Microsoft Sentinel if you use it, are licensed and turned on in your tenant.
3. In the Microsoft Entra admin center, go to Identity > Applications > Enterprise applications, find Prismara SOC, and check that admin consent has been granted.
4. If anything is missing, select Reconnect on the tenant page and grant consent again.

Cause: Your Entra account does not have permission to grant tenant-wide consent, or your tenant restricts user consent to apps.

Resolution:

1. Sign in with an account that has the Global Administrator or Privileged Role Administrator role.
2. Check that you entered the correct Tenant ID.
3. If your organisation uses an admin consent workflow, approve the pending request in the Microsoft Entra admin center, then select Reconnect in Prismara.

Cause: The page was open before the analyst updated it.

Resolution:

1. Refresh the page.
2. Check the Conversation tab for the latest update from the SOC.
3. If the status still looks wrong, add a comment on the incident asking the analyst to confirm.

Cause: Your role controls which tenants you can see and what you can do. The read-only viewer role can view incidents and reports but cannot comment, mark actions as done or close incidents.

Resolution:

1. Check the Tenant selector at the top of the page — you may be viewing a different tenant.
2. Ask your administrator which role you have in Prismara SOC.
3. If you need more access, ask your administrator to change your role. See Manage users and licences.

Cause: The export timed out, or your browser blocked the download.

Resolution:

1. Wait a minute and select Export > PDF again.
2. Allow downloads from prismara.eu in your browser.
3. Try a different supported browser. See System requirements.