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Common Issues

This guide helps you resolve common problems encountered when managing users in Entegrata.

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Login and Access Issues

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User Cannot Log In

Symptoms:
  • User receives “Invalid credentials” error
  • User account exists in admin panel
  • Status shows as Active
Possible Causes & Solutions:
  1. Password not set
    • Verify password setup process was completed
    • Send password reset instructions
    • Check if SSO/Azure Entra ID is properly configured
  2. Wrong email used
    • Confirm user is using Account Email, not Contact Email
    • Check for typos in email address
    • Verify no extra spaces in email field
  3. Browser cache issues
    • Clear browser cache and cookies
    • Try incognito/private browsing mode
    • Test with different browser
Symptoms:
  • User could log in before
  • Account email was recently changed
  • Old credentials no longer work
Solutions:
  1. Verify new email address is correct
  2. Ensure user was notified of email change
  3. User must log in with new account email
  4. Clear saved passwords in browser
  5. Update any SSO configurations
Symptoms:
  • User status shows as Deleted
  • All login attempts fail
  • User not visible in active list
Resolution:
  • Soft-deleted users cannot log in
  • Requires database admin to restore
  • Contact support for user recovery
  • Consider creating new user if appropriate

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Search and Display Issues

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Users Not Appearing in List

Possible Causes:
  1. Page not refreshed
    • Refresh browser (F5 or Cmd+R)
    • Navigate away and back to user list
  2. Pagination issue
    • Check if on correct page
    • New user might be on different page
    • Sort by creation date to find recent users
  3. Search filter active
    • Clear search box
    • Remove any active filters
    • Check URL for query parameters
Troubleshooting Steps:
  1. Check search syntax
    • Remove special characters
    • Try partial name matches
    • Search by email domain
  2. Timing issues
    • Wait for 500ms debounce
    • Don’t type too quickly
    • Let search complete
  3. Case sensitivity
    • Search is case-insensitive
    • Try different capitalizations anyway
    • Remove accents from names

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Form and Validation Errors

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Cannot Save User Changes

Check for:
  • All required fields filled
  • Valid email format
  • No trailing spaces
  • Name field not empty
  • Network connectivity
Solutions:
  • Tab through all fields to trigger validation
  • Copy/paste to remove hidden characters
  • Check browser console for errors
Common Issues:
  1. Invalid format
    • Must be user@domain.com format
    • No spaces allowed
    • Special characters limited to . - _
  2. Duplicate email
    • Email already in use
    • Check deleted users (via database)
    • Try different email
  3. Copy/paste problems
    • Remove any invisible characters
    • Type email manually
    • Check for extra spaces

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Performance Issues

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Slow Loading Times

Optimization Steps:
  1. Reduce page size
    • Currently fixed at 20 users/page
    • Cannot be changed in UI
    • Use search to filter results
  2. Network optimization
    • Check internet connection speed
    • Try wired connection
    • Reduce concurrent browser tabs
  3. Browser performance
    • Clear browser cache
    • Update to latest browser version
    • Disable unnecessary extensions
Improvements:
  • Be more specific with search terms
  • Wait for debounce (500ms) to complete
  • Avoid rapid consecutive searches
  • Use exact email if known

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Data Integrity Issues

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Inconsistent User Data

Diagnostic Steps:
  1. Verify save completed
    • Look for success toast
    • Check for error messages
    • Refresh page to confirm
  2. Concurrent editing
    • Another admin might be editing
    • Changes might be overwritten
    • Coordinate with team
  3. Cache issues
    • Hard refresh (Ctrl+Shift+R)
    • Clear browser data
    • Try incognito mode
Resolution Process:
  1. Identify duplicates
    • Compare email addresses
    • Check creation dates
    • Review user IDs
  2. Clean up
    • Delete duplicate entries
    • Keep most recent/complete record
    • Transfer any unique data
  3. Prevention
    • Search before creating
    • Establish naming conventions
    • Document user creation

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Integration Problems

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Azure Entra ID Issues

Check:
  • Entra ID field populated
  • Correct tenant configuration
  • User exists in Azure AD
  • Proper permissions granted
Actions:
  • Verify Azure configuration
  • Check authentication logs
  • Test with different user
  • Contact identity team
Common Causes:
  • Manual process (no auto-sync)
  • Field mapping issues
  • Permission problems
  • Network connectivity
Solutions:
  • Manually update user records
  • Verify API permissions
  • Check Azure audit logs
  • Plan manual sync schedule

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Error Messages Reference

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Common Error Messages and Solutions

Error MessageCauseSolution
”User not found”User deleted or doesn’t existVerify user ID, check if deleted
”Email already exists”Duplicate email addressUse different email or find existing user
”Invalid email format”Malformed email addressCheck format: user@domain.com
”Required field missing”Empty required fieldFill in all required fields
”Network error”Connection issueCheck internet, retry operation
”Permission denied”Insufficient privilegesVerify admin access rights
”Session expired”Login timeoutLog in again
”Concurrent modification”Another user editingRefresh and retry

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Browser-Specific Issues

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Supported Browsers

For best experience, use latest versions of:
  • Chrome (recommended)
  • Firefox
  • Safari
  • Edge (Chromium-based)

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Browser Troubleshooting

Common Fixes:
  • Clear cache: Settings → Privacy → Clear browsing data
  • Disable extensions: chrome://extensions
  • Reset settings: Settings → Advanced → Reset

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Getting Help

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When to Contact Support

Contact support if you encounter:
  • Database errors or corruption
  • Unable to access admin panel
  • Bulk operation failures
  • Data loss or recovery needs
  • Integration failures
  • Security concerns

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Information to Provide

When contacting support, include:

Essential Information:
  • User email/ID affected
  • Error messages (exact text)
  • Steps to reproduce
  • Browser and version
  • Screenshots if applicable
  • Time of occurrence
  • Recent changes made

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Self-Service Resources

Before contacting support:
  1. Check this troubleshooting guide
  2. Review related documentation
  3. Clear browser cache
  4. Try different browser
  5. Verify network connectivity
  6. Check with other administrators

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Prevention Best Practices

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Regular Maintenance

Recommended routine:
  • Weekly: Review user list for anomalies
  • Monthly: Audit deleted users
  • Quarterly: Clean up duplicates
  • Annually: Full user audit

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Documentation

Maintain records of:
  • User creation/deletion reasons
  • Email change justifications
  • Access issues and resolutions
  • Common problems in your organization

User Overview

Understanding user management basics in the platform

User Management

Learn how to view, add, edit, deactivate, and delete users