How To Debug Insights Login Or Access Issues?

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What information is needed to troubleshoot Insights user access issues?

Description: This article covers how to assess login or authentication issues with Insights.


All Deployments:

  1. For all deployment methods, generate a HAR file. The har file should start prior to logging into the application and cover up to where the error is seen. (Also record time stamps)
    • i.e. A user can login but cannot edit a dashboard. Logout of the application. Start the har trace, login and then replicate the issue.
  2. Capture what the user configuration setting are. If an admin is able to access the site, login and take screenshots of the affected users, user permissions. See: user configuration
  3. If there are any errors displayed in the UI, capture screenshots of those as well.
  4. Depending on the deployment, also provide the following:
    1. Cloud: HAR trace is sufficient
    2. Automation Suite: Share the Support Bundle
    3. MSI: Share the Application log from the Event Viewer on the Insights Windows Machine and the Orchestrator machine (The Orchestrator machine typically hosts the identity server which handles authentication).
  5. Share the gathered information a support ticket either via email or the Customer Portal.