Troubleshooting

Cannot log in or 2FA is not working

1. Confirm the email address and reset the password when necessary.
2. Ensure the device running the authenticator has the correct automatic time.
3. Try an approved backup code if one is available.
4. Record the exact error and contact support if access remains blocked.

A published policy is not visible to users

1. Confirm the policy status is Published rather than Draft or Pending Approval.
2. Review direct and group assignments.
3. Confirm affected users are active and have the required organisation role.
4. Save recent changes, refresh the page and retest with one affected account.

The risk score looks wrong

1. Confirm the selected likelihood and impact definitions.
2. Check that the correct matrix or FAIR assumptions apply to the scenario.
3. Distinguish inherent, current, residual and target values.
4. Do not treat proposed actions as already effective.
5. Save, refresh and record the risk ID if the value still appears incorrect.

FAIR controls do not load or save

1. Confirm that the selected framework has controls in the chosen domain.
2. Check that the policy, evidence or source record is active and accessible.
3. Refresh the risk record after saving related control information.
4. Capture the risk ID, selected item type, framework, domain and browser console error.
5. Contact support with those details if the issue continues.

A risk treatment action is missing

1. Confirm that the action was saved and assigned to an owner.
2. Clear status, owner, category and due-date filters.
3. Verify that the user can access the associated risk.
4. Open the risk directly and confirm whether the action is linked to CIA or FAIR.

An asset import failed

1. Use the current import template without renaming required headers.
2. Validate asset name, type, owner, location and required identifiers.
3. Remove blank rows, invalid dates and duplicate technical identifiers.
4. Test a small sample file before retrying the complete import.

An asset owner or custodian cannot be found

1. Confirm that the person exists in User Management.
2. Match the email address exactly and remove accidental spaces.
3. Check that the user has not been deactivated.
4. Retry the affected row after correcting the source file.

Compliance evidence will not upload

1. Check the permitted file type and size.
2. Confirm the related control, obligation or request still accepts evidence.
3. Verify your permission to upload to that record.
4. Use a shorter filename and remove unsupported characters.
5. Record the item ID, file type, file size and full error message.

Cannot add a new user

1. Check available seats and plan restrictions.
2. Verify any allowed email-domain configuration.
3. For bulk upload, validate headers and required values.
4. Confirm the address does not already belong to an active or deactivated account.