Overview

A non-administrator user cannot access a specific brand's assets and other dashboard elements while having the correct access permissions set in the front and back-ends, as described in Assigning and Correcting Permissions for Users in the OnBrand Portal. Removing and re-adding access rights does not resolve the issue. Additionally, administrator accounts are able to access the dashboard and brand assets normally.

This occurs for all user accounts of a given user type. If the issue affects a single account, please refer to End-user Cannot Access the OnBrand Portal, which contains details on how to resolve issues related to account corruption.

Solution

This issue appears to originate upon creating a new brand. The currently known solution is to archive the brand and re-create it. You will need to raise a support ticket, so that our agents may look into carrying out the steps required. Please include the following in your request:

• Name or email of a user with the affected account type
• The dashboard/brand they are trying to access
• Permission to archive the affected brand and re-create it
• Any additional requirements, such as the need to preserve a certain banner or color scheme

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Testing

After re-creating the brand, verify that user accounts with the affected account level can access the brand's assets. Please, ensure that the reporting users are now able to access the brand as expected before the ticket is closed.