When users report they can't see or edit a Card, Board, 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.
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 All Members tab within the Users and Collections page of Team Settings 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.
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 Guru's Builder plan. For help with choosing a plan, contact us using the widget at the bottom right-hand corner of this page.
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 > Board Group > Board > Section (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 Board 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 the Users and Collections page of Team Settings 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 Boards in the Collection. To troubleshoot, see Guru Roles: Admin, Collection Owner, Author, Read Only.
Step 5: Checking Board Group and Board permissions
While it's most common for users to access whole Collections, you also might need to check if Board Group or Board permissions have been utilized to grant the user read only access to Cards in a specific Board.
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.
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.
☎️ Report a suspected bug
If you ruled out an issue with permissions and need help from Guru's Technical Support team, contact them using the widget at the bottom right-hand corner of the page. You will also find Contact Guru Support under the Help menu in Guru's web app.
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.