Skip to main content

Troubleshooting

Use this page to resolve common ArkBox user and administrator issues.

I Cannot Sign In​

Check:

  • Username and password spelling.
  • Whether the account is active.
  • Whether LDAP is enabled when using directory credentials.
  • Whether LDAP server settings are valid.
  • Whether the system time is correct.

Ask an administrator to review Users, LDAP settings, and Log Viewer entries.

A Module Or Button Is Missing​

Most missing UI elements are caused by permissions.

Ask an administrator to check:

  • Your direct roles.
  • Your group memberships.
  • Permissions assigned to the role.
  • Whether the feature is configured or enabled.

Check-In Is Not Working​

Check:

  • Whether you are already checked in or checked out.
  • Whether time settings and timezone are configured correctly.
  • Whether NTP sync is required for attendance.
  • Whether your account is included in attendance reporting.

A Project Status Cannot Be Changed​

Possible reasons:

  • Your project role does not allow that level of status change.
  • The item is closed and your role cannot reopen it.
  • Check-in is required before status updates.
  • The status is not configured for the selected scope.

A Resource Is Missing​

Check:

  • Whether the resource already exists in My Library.
  • Whether Marketplace access is available to your account.
  • Whether the repository or project filter is hiding the item.
  • Whether the download is still running in Tasks.

I Cannot See A Vault Share​

Ask an administrator to confirm:

  • The share exists.
  • Your group is assigned to the share.
  • The group has at least read permission.
  • The source agent is connected.
  • The folder path still exists on the agent.

Backup Jobs Are Not Running​

Check:

  • RemoteOps connection status.
  • Backup endpoint status.
  • Backup schedule and next run time.
  • Retention settings.
  • Resource selection.
  • Task notifications and logs.

Email Or Scheduled Reports Are Not Delivered​

Check:

  • SMTP host, port, encryption, username, password, and sender details.
  • Test email delivery.
  • Report schedule status.
  • Recipient and CC addresses.
  • Log Viewer entries for SMTP errors.

When To Contact An Administrator​

Contact an administrator when:

  • Access appears incorrect.
  • A page is missing after role changes.
  • A backup, vault, or SMTP setting may need configuration.
  • Logs show repeated errors.
  • You need permission to create, edit, delete, export, or configure records.