# Access Issues

This guide helps you diagnose and resolve problems with users accessing the <code class="expression">space.vars.productName</code> portal.

## User can't log in

### Step-by-step diagnosis

{% stepper %}
{% step %}

### Check Portal Access

Open the user's record in NetSuite (Employee, Customer, etc.) and verify the **Portal Access** checkbox is checked. If not, check it and save.
{% endstep %}

{% step %}

### Check BRM Roles

On the same record, find the **BRM Roles** field and verify at least one role is selected. If not, assign a role and save.
{% endstep %}

{% step %}

### Check the user's NetSuite login

Verify the user has active NetSuite login credentials. For employees: **Lists > Employees > Employees**. For customers: **Lists > Relationships > Customers**.
{% endstep %}

{% step %}

### Check the portal URL

Confirm the user is going to the correct portal URL: not an old bookmark or a Sandbox URL.
{% endstep %}

{% step %}

### Check for SSO issues

If SSO is configured, the problem may be with the identity provider. Try logging in without SSO (if a fallback exists) to narrow it down.
{% endstep %}

{% step %}

### Check the browser

Ask the user to clear their browser cache and cookies, try a different browser, or use a private/incognito window. Verify they're using a supported browser.
{% endstep %}
{% endstepper %}

## User logs in but sees a blank or empty portal

**Cause**: The user's Portal Access is enabled, but they have no BRM role assigned (or the assigned role has no workflow).

**Solution**:

{% stepper %}
{% step %}

### Open the user's record in NetSuite

Find the affected user.
{% endstep %}

{% step %}

### Check BRM Roles

Verify at least one role is in the **BRM Roles** field.
{% endstep %}

{% step %}

### Save and re-test

Save the record and ask the user to log out and log back in.
{% endstep %}
{% endstepper %}

If a role is already assigned but the portal is still blank:

1. Go to **Customization > Lists, Records, & Fields > Record Types > BRM Role > List**.
2. Find the assigned role and verify it's properly configured.
3. Check that the role is linked to a workflow with active modules and components.

## User sees the wrong pages or features

**Cause**: The user has the wrong role assigned, or the role's workflow isn't configured correctly.

**Solution**:

1. Open the user's record and check the **BRM Roles** field.
2. Verify the correct role(s) are selected.
3. If the role seems correct, check the workflow linked to that role:
   * In the Admin Portal, review the workflow assigned to the role.
   * Verify it contains the expected modules and pages.

## User sees a different portal than expected

**Cause**: The user may have multiple roles, and the system is using a different one than expected.

**Solution**:

1. Check the user's record for all assigned roles.
2. If multiple roles are assigned, determine which one takes priority.
3. Remove unnecessary roles or adjust the role assignment to match the intended experience.

## PIN code is not working

### Step-by-step diagnosis

{% stepper %}
{% step %}

### Verify the PIN is set

Open the user's record in NetSuite, check the **PIN Code** field, and make sure a PIN is entered and saved.
{% endstep %}

{% step %}

### Check for typos

Re-enter the PIN to ensure there are no hidden characters or typos. Save the record.
{% endstep %}

{% step %}

### Verify the user is authorised

Check how the PIN-protected action is configured: **Specific Users** (must be on the authorised list) or **All Employees** (any employee with a valid PIN works). Check the action's settings in the Admin Portal.
{% endstep %}

{% step %}

### Check the PIN Log

Go to **Customization > Lists, Records, & Fields > Record Types > BRM PIN Log > List**. Look for recent entries from this user: failed attempts indicate a wrong PIN; no entries at all indicate the PIN pad isn't connecting to the server.
{% endstep %}
{% endstepper %}

## Multiple users reporting the same issue

If several users are experiencing the same problem simultaneously:

1. **Check the portal status** — The portal itself may be having an issue. Try accessing it yourself with an admin account.
2. **Check NetSuite status** — NetSuite may be experiencing service issues. Check the NetSuite status page or contact NetSuite support.
3. **Check recent changes** — If someone recently updated a setting, workflow, or role, it may have affected multiple users.
4. **Check the license** — An expired license can affect all users at once. Verify the license status in the BRM Setting record.

## User account is locked out

**Cause**: Too many failed login attempts or a NetSuite account restriction.

**Solution**:

1. Check the user's record in NetSuite for any lock indicators.
2. For an Employee, go to **Lists > Employees > Employees**, find the user, and check their access status.
3. Reset the user's password if needed through NetSuite's user management.
4. If using SSO, check the identity provider for account lock status.

## Access restored but user still can't get in

If you've verified that Portal Access is enabled and a role is assigned, but the user still can't log in:

1. Ask the user to clear all browser data (cache, cookies, stored data) for the portal site.
2. Try a completely different browser.
3. Check if the user's network or company firewall might be blocking the portal URL.
4. Verify the portal URL is correct and accessible from the user's location.
5. Contact In8Sync support if the problem persists after all these steps.

## Quick reference

| Symptom                  | First thing to check                      |
| ------------------------ | ----------------------------------------- |
| Cannot log in at all     | **Portal Access** checkbox on user record |
| Logs in but blank portal | **BRM Roles** assignment on user record   |
| Wrong pages showing      | Which role(s) are assigned                |
| PIN not accepted         | **PIN Code** field on user record         |
| All users affected       | License status and portal availability    |

## Related Pages

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Common Issues</strong></td><td>Quick-reference table of typical NetSuite Admin problems.</td><td><a href="/pages/Aia6hkePwNAuCJD6gas2">/pages/Aia6hkePwNAuCJD6gas2</a></td></tr><tr><td><strong>Give User Access</strong></td><td>The setup flow that determines login access.</td><td><a href="/pages/kj0wIYbCw5oo477q39gd">/pages/kj0wIYbCw5oo477q39gd</a></td></tr><tr><td><strong>Managing PIN Codes</strong></td><td>How PINs are set, validated, and logged.</td><td><a href="/pages/XxScZOrnHkAvvRYFkoN0">/pages/XxScZOrnHkAvvRYFkoN0</a></td></tr><tr><td><strong>Getting Support</strong></td><td>How to contact In8Sync if these steps don't resolve it.</td><td><a href="/pages/uHpnyiuuol07DcfovUuz">/pages/uHpnyiuuol07DcfovUuz</a></td></tr></tbody></table>


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