Common Issues
This guide covers frequently encountered issues with Advanced Cloud Security and their solutions.
Security Features Not Working
Issue: Fields Not Hidden/Read-Only
Symptoms:
- Configured fields still visible
- Editability not applied
- Security feature seems inactive
Solutions:
| Check | Action |
|---|---|
| Extension regenerated? | Create Extension after any changes |
| Feature assigned? | Verify feature is assigned to user |
| Extension installed? | Verify the generated extension is installed |
| Browser refreshed? | Press F5 to refresh |
Step-by-Step Fix:
- Open ACS main page
- Click Create Extension
- Wait for completion
- Have user refresh browser
- Test the page again
Issue: Data Filters Not Filtering
Symptoms:
- User sees all records instead of filtered
- Filter expressions not working
Solutions:
| Check | Action |
|---|---|
| Filter code configured? | Add user filter value |
| Filter syntax correct? | Verify expression syntax |
| Field exists? | Check field reference is valid |
Step-by-Step Fix:
- Open Effective Security for the user
- Verify the filter feature is assigned
- Open User Filters
- Check user has value for filter code
- Regenerate extension if needed
Issue: Actions Still Visible
Symptoms:
- Actions should be hidden but appear
- Disabled actions are still clickable
Solutions:
- Verify correct page is configured
- Check action name is exact match
- Regenerate extension
- Clear browser cache
Extension Generation Problems
Issue: Extension Won't Compile
Symptoms:
- Error during Create Extension
- Compilation failure messages
Common Causes:
| Error | Likely Cause |
|---|---|
| Field not found | Field removed from BC |
| Page not found | Page ID changed or removed |
| Syntax error | Invalid filter expression |
Solutions:
- Review error message details
- Update field/page references
- Fix filter expression syntax
- Remove problematic items and retry
Issue: Extension Won't Install
Symptoms:
- Compilation succeeds
- Installation fails
Solutions:
- Check for schema conflicts
- Verify admin permissions
- Review installation errors
- Contact support if persistent
Permission Issues
Issue: Cannot Access ACS Setup
Symptoms:
- Setup pages inaccessible
- "You do not have permission" errors
Solution:
- Add ACS EFQ permission set to user
Issue: Security Not Evaluated for User
Symptoms:
- User should have restrictions but doesn't
- ACS seems inactive for specific user
Solution:
- Verify the generated ACS wrapper extension is installed
- Check that security features are assigned to the user
- Refresh the browser
Issue: Super User Is Restricted
Symptoms:
- SUPER user has ACS restrictions
- Expected SUPER to bypass
Explanation:
- ACS security applies to all users
- Even SUPER users have field-level security
- This is by design for compliance
Licensing Issues
Issue: Features Disabled
Symptoms:
- Security features not available
- "License required" message
Solutions:
| Environment | Solution |
|---|---|
| Production | Register your license |
| Sandbox | Should work in trial mode |
Issue: Compliance Module Unavailable
Symptoms:
- Compliance menu items disabled
- "Compliance not purchased" indication
Solution:
- Upgrade to Security + Compliance license tier
Issue: License Not Recognized
Symptoms:
- Registered but showing unregistered
Solutions:
- Re-enter license key
- Check internet connectivity
- Verify tenant ID matches
- Contact support
Compliance Issues
Issue: Changes Not Being Tracked
Symptoms:
- Compliance log empty
- Tracked fields not creating entries
Solutions:
- Verify table is in Compliance Tables
- Check field tracking is enabled
- Confirm extension was regenerated
- Verify compliance is activated for table
Issue: Approval Not Required
Symptoms:
- Expected approval prompt
- Change saves immediately
Solutions:
- Check "Approval Required" setting
- Verify approval rule exists
- Check rule is active
- Confirm rule applies to the field
Issue: Approver Not Receiving Notifications
Symptoms:
- Approval requests created
- No email notifications
Solutions:
- Verify approver email address
- Check email settings in ACS Setup
- Check spam/junk folder
- Verify email system is working
Page Display Issues
Issue: Page Layout Broken
Symptoms:
- Strange page appearance
- Missing sections or groups
Possible Causes:
- Conflict field resolution issue
- Multiple extensions conflicting
Solutions:
- Review conflict fields
- Check for other extensions
- Regenerate extension
- Report to support if persistent
Issue: Performance Slow
Symptoms:
- Pages load slowly
- Delays when opening lists
Solutions:
- Check filter complexity
- Verify indexed fields used
- Review number of security features
- Check for data volume issues
User Experience Issues
Issue: User Doesn't Understand Restrictions
Symptoms:
- User complaints about missing features
- Confusion about access levels
Solutions:
- Communicate security policies
- Provide user documentation
- Explain role-based access
- Set up proper support channels
Issue: Too Restrictive
Symptoms:
- Users can't do their jobs
- Legitimate access denied
Solutions:
- Review Effective Security for user
- Identify overly broad features
- Adjust assignments
- Create exception if needed
Diagnostic Steps
General Troubleshooting Process
- Identify the scope
- One user or all users?
- One page or all pages?
- One company or all companies?
- Check Effective Security
- What features does user have?
- Where do they come from?
- Verify Configuration
- Feature settings correct?
- Assignments correct?
- Check Extension
- Is it installed?
- Is it latest version?
- Regenerate if needed
- Test with Admin Account
- Does issue occur for admin?
- Helps isolate user-specific issues
Information to Gather
When contacting support, provide:
| Information | Where to Find |
|---|---|
| User ID | User experiencing issue |
| Page Name | Where issue occurs |
| Expected Behavior | What should happen |
| Actual Behavior | What is happening |
| Security Features | From Effective Security |
| Error Messages | Screenshot if possible |