Troubleshoot administration

This article helps you solve common problems with administering Platform ONE. For problems in a product, see that product's administrator guide.

A feature or button shows a lock and an edition name#

Cause: your edition doesn't include the feature.

Solution: see Plans and features for the edition that has it, and select Request a change on the Subscription page.

A page says "That can't be done right now"#

Cause: your workspace is restricted, read-only or suspended, for example because a payment is overdue or the license has expired.

Solution: go to Subscription to see the status and what to do. See Manage your subscription. Nothing is deleted meanwhile.

A new user says they didn't get an email#

Cause: Platform ONE doesn't send an invitation when you add a user.

Solution: give them the initial password you entered, or let them sign in with single sign-on. See Manage users and roles.

Nobody can sign in with a password any more#

Cause: local sign-in is turned off, so people must use an identity provider.

Solution: administrators select Administrator sign-in on the sign-in page and sign in with their password. Then fix the provider, or turn local sign-in back on under Sign-in & SSO. See Set up sign-in and single sign-on.

Someone signs in with SSO but has the wrong role#

Cause: their roles come from the provider's claims through your role mappings, or from the default role.

Solution: check the Role claim and Role mappings of the provider, and the groups or app roles the person has at the provider.

You can't remove a location#

Cause: it's your only active location, something is still there, or users are limited to it.

Solution: follow the message: add or enable another location, move or remove what's there, and change the users' location under Staff users & roles. See Manage locations.

You can't remove a team or a department#

Cause: the team still has people in it, or the department still has teams.

Solution: move the people to another team on the People page, or remove or move the teams first.

An API key is refused#

Cause: the key needs review, has expired or was revoked.

Solution: check its Status on API & webhooks. For Needs review, select Review access, and then Save and approve. For an expired or revoked key, create a new one. See Connect other systems with API keys and webhooks.

A webhook is paused#

Cause: nothing got through to its address for a day.

Solution: fix the receiving side, select Switch on, and then use Send missed events under Deliveries to catch up.

A workflow doesn't run#

Cause: it isn't published yet, it's switched off, its conditions don't hold, or the change was made by another workflow. Workflows also stop for an hour after 500 runs, and don't run while the workspace is read-only or suspended.

Solution: check that the change is Live in Studio and that Switched on is on, and check Workflow runs for failed runs. See Automate work with workflows.

Business rules isn't in the menu#

Cause: none of your products has rules to set.

Solution: nothing to do. The page appears when a product with rules is added.

Get help#

If your problem isn't listed, contact ONEConsult.NET Ltd. support.