Troubleshooting

Start with the exact page, record reference, action, time, and error message. These details help an administrator distinguish missing access from missing data or configuration.

I cannot see a menu item

  1. Open My Account > My Claims.
  2. Confirm the expected capability is present.
  3. Ask whether the optional feature is enabled.
  4. Sign out and back in if access changed recently.

Access Denied or HTTP 403

  • Confirm the general claim required by the action.
  • Confirm access to the specific risk or asset.
  • For workflow actions, confirm required assignment or approval responsibility.
  • Remember that asset View, Manage, Request, and Classify Sensitivity are separate capabilities.

A workflow action is missing or fails

Check the current state, your claim, assignment, selected reviewer or approver, and the prerequisite message. Save the section containing the required fields before retrying.

My edit was rejected as a conflict

Another user saved after you opened the record. Reload, review the newer values, and reapply the change.

No quick-edit pencil appears

You need both Edit access to the risk and permission to edit that field in the current state. Scores, tolerance approvals, control links, and linked assets always use the full Edit page.

I cannot delete a risk

The risk must have reached Closed, Rejected, or Archived, completed general retention, and have no active legal hold. The error identifies the blocking reason.

A report export is blocked

The row estimate may exceed the configured maximum or time budget. Narrow filters and retry, or use queued background export when available.

An attachment will not upload

Confirm file size and extension rules, your file-upload capability, Edit access, and the risk's state. Ask an administrator whether storage or scanning is reporting an error.

Jira linking is missing or fails

  • Jira must be configured by an administrator.
  • Linking normally begins at Validated and freezes at Closed or Archived.
  • A second auto-created ticket is not allowed; re-link the existing one.
  • Existing-ticket keys and URLs must use the configured Jira host.
  • Confirm the Compliance Catalog feature is active.
  • Confirm Edit access and a workflow state where Control Links is editable.
  • A Not yet adopted result must be adopted by a control steward first.

Survey conversion did not create a risk

Review the conversion preview. The response may already be converted, may exactly match an existing title, or may fail draft validation.

Risk import will not continue

  • Use CSV, TXT, or XLSX no larger than 10 MB and, in the standard wizard, no more than 1,000 rows.
  • Map Title correctly.
  • Read dry-run row messages.
  • Validate again after changing mappings or Strict/Lenient mode.
  • Re-upload if the staged file expired.

Ask an administrator to correct Configuration Hub > Organization Settings > Base URL and restart the application.

MCP does not connect or return data

See Connect an MCP client and Common errors. Confirm the registered client, URL, scopes, consent, account access, data classification, and organization-wide exclusions.