Overview
Access issues can occur when a user cannot log in, view, or edit a confidential 3D Presentation as expected. These issues are usually related to login methods, presentation access settings, user roles, or account permissions.
Start with the Quick Checks to confirm the most common causes, then review the troubleshooting sections below to identify and resolve the issue.
Quick Checks
Before troubleshooting further, confirm the following:
The user is logged into VRIFY
They are logged in using the same email address that was invited
The presentation’s General Access setting allows them to view it
They have the correct role (Viewer, Editor, Owner)
Their account has Present permission if editing is required
Common Issues and Troubleshooting Steps
Issues
Common Issues and Recommended Fixes
Issue: The User Clicks the Link and Is Prompted to Log In Unexpectedly
What this looks like
The user clicks the presentation link but is prompted to log in before they can view it.
Possible causes
The presentation is set to a Confidential General Access level:
Only people invited
Everyone at your company
Confidential presentations require users to log in to VRIFY before they can open them.
How to fix it
The user should log in to their VRIFY account and open the link again.
If the user still cannot access the presentation:
Confirm the email used to log in matches the email listed under People with Access
Confirm the presentation’s General Access setting allows them to view it
Resource(s):
Issue: A User Cannot Log In to VRIFY
What this looks like
The user cannot access their VRIFY account or receives an error on the login screen.
Possible causes
The user is using the wrong login method
The email or password is incorrect
How to fix it
Wrong login method
If the account was created using Single Sign-On (SSO) (Google, Microsoft, Apple, or LinkedIn), the user must use the same provider when logging in
For example, if the account was created using Sign in with Google, the user must select Sign in with Google instead of entering an email and password.
Incorrect email or password
If using email login:
Confirm the email address and password are correct
Use Forgot password on the login screen if needed
Issue: A User Can Log In but Cannot View the Presentation
What this looks like
The user logs in successfully but cannot open the presentation link.
Possible causes
The presentation is restricted to Only People Invited and the user is not listed in People with Access
The presentation is set to Everyone at Company, but the user is not part of the company
How to fix it
Open the Share modal
Check the General Access setting
Confirm the user is listed under People with Access
Invite the user if necessary
Resource:
Issue: A User Can View the Presentation but Cannot Edit It
What this looks like
The user is listed as an Editor, can open the presentation, but cannot make edits.
Possible causes
The user is listed as a Viewer instead of an Editor or Owner
The user opened the presentation using a view-only link
The user is an Editor, but their VRIFY account does not have Present permission
How to fix it
If the user is listed as a Viewer
Reach out to the person listed as the presentation Owner to update the user’s role.
If an Editor opened a view only link:
The Copy Link button generates a link that always opens the presentation in view mode. To open the presentation in editor mode:
Log in to vrify.com/admin
Go to 3D Presentations
Open the presentation from the list
If the user does not have Present permission
Reach out to a Company Admin to update this permission
Resource(s):
Issue: An External Collaborator Cannot Access the Presentation
What this looks like
An external collaborator was invited but cannot open the presentation.
Possible causes
External users must have a VRIFY account before they can access presentations that are restricted to:
Only people invited
Everyone at your company
How to fix it
Check the following:
The collaborator has a VRIFY account
They can log in successfully
The email used to log in matches the email listed under People with Access
If the user does not have an account, create a VRIFY user account using these steps and invite them again.
Resource(s):
Learn More
Still Have Questions?
Reach out to your dedicated VRIFY contact or email support@VRIFY.com for more information.