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Troubleshoot access

Fix the three most common access problems: you cannot sign in, you cannot see a module, or you were removed from a permission.

Written by Angad Singh

Fix the three most common access problems: you cannot sign in, you cannot see a module, or you were removed from a permission.

Who this is for: Everyone. The last section is for admins.

Before you start:

  • Know which email, username or Employee ID your account uses. If you work at more than one facility, you might have more than one account.

  • If your company uses Single Sign-On (SSO), your password is managed by your company's IT team, not by LeanSuite.

Time: 2 to 5 minutes

The one step that fixes most of it: sign out and back in

After an admin adds you to a role, changes a role's permissions, or gives you access to a module, the change does not take effect until you sign out and sign back in. If a module, setting or button you were promised is still missing, do this first.

  1. Click your profile picture in the top right corner.

  2. Sign out.

  3. Sign in again.

    Home, with the profile picture in the top right corner where you sign out

I cannot sign in

Problem

Likely cause

Fix

"Incorrect username or password"

Your account uses a different email, username or Employee ID, or you have more than one account

Check which one your account uses with your admin. Then reset your password (below).

You forgot your password and have an email on your account

Self-service reset

On the login page click Forgot password, enter the email address on your account and submit. Check your inbox (and spam folder) for an email with a verification code. Back on the reset form, enter the code in the Verification code field at the top of the form, next to the email field. Enter your new password, confirm it, and click Submit.

You forgot your password and sign in with a username or Employee ID only

No email address on the account

Ask your admin to reset your password for you (see the admin section below).

The reset email never arrived

Wrong address, or spam folder

Check spam and confirm you are using the email address on your account. If it still does not arrive, ask your admin to reset it.

The Submit or Confirm button is grayed out or does not appear

Your new password does not meet the password rules

Add a special character. If the button still does not work, try a different special character or contact [email protected].

Your company uses SSO

LeanSuite does not hold your password

Contact your IT helpdesk. On the mobile app, install the latest version.

"An error occurred while processing your request"

Temporary problem

Refresh the page and try again. If it keeps appearing, contact your admin or [email protected].

I cannot see a module

Problem

Likely cause

Fix

You were given access but the module or setting is not there

The permission change has not been applied to your session

Sign out and back in.

A module is missing from the left menu

Your company does not have that module enabled, or your role cannot see it

Ask your admin.

A module is missing from the Create New menu or from Home

Not enabled for your company or your role

Ask your admin. The items you see depend on the modules enabled for you.

A setting such as the Projects settings is missing

Your role does not include it, or you have not signed out since it was added

Sign out and back in. If it is still missing, ask your admin to check your role.

A page stops loading after a while

Your session expired

Go back to Home and refresh, or sign out and back in.

I was removed from a permission

Problem

Likely cause

Fix

A module or action you used yesterday is gone

An admin changed your role or removed you from it

Ask your admin which role you are in. Only an admin with access to Admin > Roles can change it.

You can see the module but cannot create, approve or edit

The role has view only for that module

Ask your admin to turn on the action (view, create, approve, manage settings or manage users) for your role.

You were added back but still cannot see it

The change has not been applied to your session

Sign out and back in.

For admins

Reset a user's password. Who can do this: admins with access to Admin > Users & permissions.

  1. In the left menu, open Admin > Users & permissions.

    The User Management tab

  2. Find the user. Make sure it is the right person before you reset.

  3. Open the ... menu in the Action column, reset the password and share the temporary password with the user. Share it in person or by a channel other than a plain email where you can.

  4. The user is asked to set a new password the next time they sign in.

Change what a user can see. Who can do this: admins with access to Admin > Roles.

  1. In the left menu, open Admin > Roles.

    The Roles list

  2. Open the role, or click Add New and name a new one.

  3. For each module, turn on the actions this role can perform, for example view, create, approve, manage settings or manage users.

  4. Add users to the role and save.

  5. Tell the user to sign out and back in. If a user says a setting is still missing, this is usually why.

Users without a special role get standard access, which covers most frontline users. The LeanSuite Administrator role has every permission in every module.

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