Common User Issues

Troubleshooting guide for resolving frequently encountered user issues.

1. Action Buttons Disabled or "Forbidden" Error

Symptom: You cannot click Approve, Create Control, or Save Determination.
Cause: Your assigned role lacks the required entitlement (e.g., Control Owners cannot approve Crosswalk Mappings).
Resolution: Review the Roles & Permissions Matrix. Contact your Tenant Administrator to request the appropriate role.

2. Evidence Upload Rejection

Symptom: Upload fails with an error during file submission.
Causes:
- File exceeds the maximum upload size (default 25 MB).
- Unsupported file format.
Resolution: Ensure the file is under 25 MB and formatted as PDF, DOCX, XLSX, CSV, or PNG/JPG.

3. Cannot Access Specific Framework or Module

Symptom: Module appears hidden in the secondary navigation.
Cause: The module may be disabled for your tenant plan or hidden under active navigation policies.
Resolution: Check with your Tenant Administrator.