Best Practices: Troubleshooting User Access

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Tip

Understanding how Card access works can speed up troubleshooting:

• To view a Card, the user must have at least read-only permission to the Card’s Collection.
• To edit a Card, the user must have Author or Collection Owner permissions.
• Admins don’t automatically have access to all Collections—they must follow Steps 2 and 4 to assign themselves access.

Step 1: Confirming the user’s login and team

Ask the user to confirm the email address they used to sign in.
They can click their avatar (top right in the Guru web app) to view the team name listed under their profile.

Step 2: Checking Group membership

1. Go to Manage > Users and Groups > Users.
2. Use Search All Members to find the user by name or email.
3. Look for the "chips" next to their name—these indicate which Groups they belong to.

To see all users in a specific Group, go to the Groups tab.

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Note

Workspaces on the legacy Starter plan only have the default All Members Group. For more granular permissions, upgrade to the All-in-One or Enterprise plan.

Contact Guru Support for more information.

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

Ask the user to send a link to the Card.
Look at the breadcrumb trail: Collection > Folder(s).
If you don’t have access to the Card, ask someone who does to provide the breadcrumb info.

Use the Collection and folder information in Steps 4 and 5.

Step 4: Checking Collection permissions

1. Navigate to Manage > Collections.
2. Find the Collection where the Card lives.
3. Check if the user is in at least one of the Groups listed under Group Access.

Then, confirm that the Group’s role (read only, author, or Collection owner) matches what’s expected.
Learn about Group roles

Step 5: Checking folder permissions

Sometimes, users are granted access only to specific folders rather than the full Collection.

1. Locate the folder in question.
2. Review the folder-level permissions to confirm if the user’s Group is listed.

Step 6: Checking Card Privacy and Sharing settings

Check the Card’s privacy settings:

• Your Guru Teammates: Visibility is based on Collection permissions.
• Restricted: Users need both Collection access and to be explicitly added to the Card via the Privacy and Sharing menu.

Step 7: Checking Knowledge Agent permissions

If your workspace uses multiple Knowledge Agents:

• Check that the user’s Group is assigned as a Viewer, Owner,or Expert.
• Viewers can see answers. Experts can train and refine answers in the AI Training Center.
• Knowledge Agent Owners inherit the permissions of a Viewer, and are able to manage the Knowledge Agent.

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Tip

A Group’s role affects more than just viewing/editing Cards. It also determines:

• Access to the Card Manager
• Access to Analytics dashboards
• Access to Pages
• Access to Knowledge Agents

Reporting a suspected bug

If permissions are correct and the issue persists, Contact Guru Support. Include the following details:

• The email addresses of affected users.
• Steps you've already tried.
• A screenshot or video of the issue.