Portal Apps
Troubleshooting
Fixes for common Portal Apps problems for owners and clients: missing files, old dashboards, invites that never arrive and access errors.
| Problem | Likely cause | What to do |
|---|---|---|
| Settings > Organizations shows Upgrade Plan instead of Create organization | Your plan doesn't include organizations | Upgrade to Lab Plus, Lab Pro or Enterprise in Settings > Plans & Billing |
| Organizations is missing from Settings, or creating one fails with a permission message | You're working inside another organization's workspace | Switch to your Personal Workspace and try again |
| "You already own an organization" | Each account can own one organization | Use your existing organization. It can hold many Portal Apps |
| Files to share says "This project has no files to share" | The source project has no files yet | Upload files to that project in the Vault, then reopen the dialog |
| Sync or Manage fails with a storage error | Shared files count toward your storage and you're over your limit | Free up storage or upgrade your plan, then try again |
| A client says a file is missing or out of date | The file isn't shared, or it changed after you shared it | Add it with Manage, or click Sync |
| A client sees an old dashboard | Your latest changes aren't published | Open Client dashboard and click Publish to clients |
| The client portal has no Dashboard tab | No version has been published yet | Publish a version |
| The invite email never arrived | Email delivery failed or went to spam | Copy the Portal link on the portal page and send it directly. New clients can use Forgot password to set a password |
| You want to see the portal as a client does | Only invited clients can open the portal page | Invite your own email as a client, and remove it when you're done |
| A client sees Access denied | They're signed in with a different email, or were removed | Invite the email they actually sign in with |
| A client sees This portal is not available | The owner's plan no longer includes organizations | The owner should renew their plan |
| Usage figures show dashes | Usage data is temporarily unavailable | Click Retry or try again later. A dash means "unknown", not zero |
Quick reference
| Task | Where |
|---|---|
| Create your organization | Settings > Organizations |
| List and create Portal Apps | Settings > Organizations > Portal Apps |
| Manage one Portal App | Click it in the Portal Apps list |
| Build the dashboard | Client dashboard > Set up dashboard or Edit with assistant |
| The address clients open | The Portal link on the portal page |