Admin Troubleshooting

Common issues that portal admins may need to help resolve for their members.

A member is having trouble activating their account or logging in

If a member is unable to complete account activation or is having trouble logging in, you can direct them to the Account Activation Troubleshooting guide. It covers the most common issues including activation codes not working, password reset emails not arriving, browser cookie problems and more.

As an admin, there are a few things you can do on your end:

1. Confirm the email address — check the Members area to verify the exact email you added for them. Even small differences (such as a missing dot or the wrong domain) will prevent them from logging in.
2. Send a password reset — from the Members area of the portal, you can trigger a password reset email for the member.
3. Check they are still listed — if the member was removed from the portal after the invitation was sent, they will not be able to see the portal even if they can log in.

My members can't see meetings

This is almost always because members with the Member (or similar) role need to be explicitly invited to each meeting before they can see it. Find out more.

Why can't members download or print documents? The options are greyed out.

If the download and print options are greyed out in the document menu (or are not visible at all), this means the portal admin has enabled the "Disable Documents Download" setting.

To fix this:

1. Go to Settings from the left-hand menu
2. Click on Features from the row of options
3. Find the Disable Documents Download toggle and turn it off (grey)

When this setting is on (green), all users are prevented from downloading or printing documents from the portal. Turning it off will restore download and print functionality for all users.

Members receiving too many notifications

If members are receiving duplicate or excessive email notifications, see the Multiple Notifications guide for how to adjust notification settings.