Troubleshooting Administration issues

Responsive Academy

1. The Responsive Academy link is inaccessible or disconnecting after SSO authentication

Symptoms

A user's First Name and/or Last Name fields contain their email address instead of their actual name, and access to Responsive Academy is blocked.

Cause

This issue is typically caused by an incorrect user profile configuration.

Resolution

1. A Super Admin should navigate to Organization Settings > Users > Manage Users.

2. Locate the affected user.

3. Update the First Name and Last Name fields with the user's actual name (not their email address).

4. Ask the user to retry accessing the Responsive Academy registration link after the profile has been updated.

Only Super Admins can edit these user profile fields.

Responsive Community

1. Users can't log in to the Responsive Community or react to posts

Symptoms

Users are unable to access the Responsive Community or interact with posts.

Cause

The issue is typically caused login methods or deactivated accounts.

Resolution

• If you're stuck in a login loop:

  • Verify that you're using the correct login method (SSO or standard login).

  • Check with your administrator to confirm that your account has not been deactivated or removed.

• If your account is active, you're using the correct login method, or you can log in but cannot react to posts (thumbs up/down):

  1. Clear your browser's cache and cookies.

  2. Open the Community in an incognito/private browsing window.

  3. Try a different supported browser, such as Google Chrome or Microsoft Edge.

If the issue persists, collect the following information then contact support@responsive.io so they can investigate the issue:

• A screen recording showing the issue.

• The exact Community URL you're trying to access.

• Confirmation of whether you're using SSO.

User Roles

1. Some role permissions are greyed out but I need to change them

Symptoms

Permissions for certain roles (such as Super Admin, Admin, Manager) are disabled and can't be edited.

Cause

Permissions for out-of-the-box (OOTB) roles (such as Super Admin, Admin, or Manager) are locked by design to ensure core platform functionality; you can only modify the Name and Description. Individual permission toggles, such as Allow Help Me Draft a Response, are disabled and can't be changed, even by a Super Admin.

Resolution

If you need to change permissions for a standard role, you must create a custom role. The most efficient way is to clone the existing role:

1. Go to Organization Settings > Users > Manage Roles.

2. Click the three-dot menu next to the OOTB role you wish to modify and select Clone.

3. In the clone configuration, adjust the permissions as needed (uncheck Allow Help Me Draft a Response, for example).

4. Click Clone Role to save the changes.

5. Reassign the relevant users to this new custom role under Manage Users.

See Creating custom roles for more information.