How To Troubleshoot Role & Permission Issues?

Version Number: v1.0.1

Published Date: 09 Dec 2025

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Common Issues and Fixes

1. User Cannot Access Certain Features

Possible Causes:

• Missing role for the required feature.

• Role assigned but insufficient for configuration tasks (e.g., Viewer instead of Configurator).

• Direct Permissions override restricting access.

Solution:

• Check the user’s assigned roles in User Management.

• Refer to the Role Capabilities & Permissions Matrix.

• Add or adjust roles as needed.

2. User Has Too Much Access

Possible Causes:

• Multiple roles combined unintentionally.

• Direct Permissions granting extra capabilities.

Solution:

• Review all assigned roles.

• Remove unnecessary roles.

• Audit Direct Permissions and revoke extras.

3. Role Changes Not Taking Effect

Possible Causes:

• Cached session or delayed sync with SSO.

• Role update not saved properly.

Solution:

• Confirm changes were saved.

• Ask the user to log out and log back in.

• For SSO environments, verify IdP sync settings.

4. Migrating from Superuser

Possible Causes:

• Legacy accounts still using deprecated Superuser role.

Solution:

• Remove Superuser role.

• Assign equivalent roles based on responsibilities.

• See Migration from Superuser to Roles.

Best Practices for Troubleshooting

• Always start by reviewing the Role Matrix.

• Document changes for compliance.

• Use Direct Permissions only when roles cannot resolve the issue.

Escalation

If issues persist:

• Contact your organization’s Edgescan administrator.

• Submit a support ticket with details of the user, roles, and permissions via the Edgescan platform or by emailing shout@edgescan.com