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Troubleshooting User Access

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When users report they can't see or edit a Card, folder, or Collection, or there's a discrepancy between what two users on the same team can see, use the following steps to troubleshoot the issue and identify the root cause.

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Tip

When troubleshooting Card access, it helps to understand the following:

  • In order to see a Card shared with Your Guru Teammates (the default Card Privacy and Sharing setting), the user needs read-only permission to the Card's Collection.
  • In order to make changes/edits to a Card, a user needs author or Collection owner permission to the Card's Collection.
  • Admins do not have access to all Collections by default. They can grant themselves permission to a Collection by following Steps 2 and 4 below.

Step 1: Confirming the user's login and team

Ask the user to confirm the email address they used to sign in to Guru. When the user clicks on their avatar (top right corner of Guru's web app), they'll see the team's name below their first and last name.

 

Step 2: Checking Group membership

Which Groups is the user a member of?
Navigate to the Users tab within the Users and Groups page of Manage to Search All Members for the user's name or email address. The "chips" located to the right of the user's name indicate which Groups they are a member of.

To view a list of teammates by Group, navigate to the Groups tab.

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Note

Legacy Starter plans only have the default **All Members** Group. If you feel the need to manage teammates in Groups and divide up Collection access, we recommend upgrading to our All-in-one or Enterprise plan. Workspaces on legacy Starter, legacy Builder, and legacy Expert plans should contact us using this form for more information:** Contact Guru Support. **


Step 3: Checking a Card's location (breadcrumb)

Ask the user to share the link to the Card they're having trouble accessing. Look at the Card's breadcrumb information: Collection > Folder (if applicable) > Folder (if applicable) > Folder (if applicable). If you don't have access to the Card in question, ask a user who does have access to share the Card's breadcrumb information with you. You'll use the Card's Collection and folder information in Steps 3 and 4 below.

Step 4: Checking Collection permissions

Which Groups have permission to the Collection the Card is located within?
Navigate to the Collections tab in Manage and review the Collection the Card is located in. The user must be a member of at least one of the Groups listed under the Collection's Group Access column in order to see any Card in that Collection.

Is the Group assigned the Role that you expect?
After confirming the user has permission to the Collection, determine the Group's Role: read only, author, or Collection owner. The role determines what the user can do with Cards and folders in the Collection. To troubleshoot, see Guru roles: admin, Collection owner, author, read only.

Step 5: Checking specific folder permissions

While it's most common for users to access whole Collections, you also might need to check if folder permissions have been utilized to grant the user read-only access to sub-folders and Cards in a specific folder.

Step 6: Checking Card Privacy and Sharing settings

After obtaining a Card's link, check its Privacy and Sharing settings.

  • If the Card is shared with Your Guru Teammates, the steps above will help you determine which users have permission to what Cards.
  • If the Card is Restricted, the user will need both Collection permission and Card permission (which can be granted within this menu) in order to see it.

Step 7: Checking Knowledge Agent permissions

  • If your workspace has individual Knowledge Agents set up, check that the correct Groups are assigned access to each one.
  • You will want to set up Viewers for your Knowledge Agent, as well as Experts to review and improve content in the AI Training Center.

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Tip

Beyond the viewing, creating or editing, and verifying Cards, a Group's role will also determine whether they see Card Manager, as well as what Analytics dashboards the user has access to.

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Report a suspected bug

If you ruled out an issue with permissions and need help from Guru's Technical Support team, you can fill out this form to Contact Guru Support.

When contacting Support, please include the below details, which will help our team be as efficient as possible with your time:

  • The email addresses the impacted user(s) authenticate into Guru with.
  • Any troubleshooting steps you've already tried.
  • A screenshot or video recording of the issue.

Updated 4 months ago