Skip to main content

Troubleshooting

Common issues and resolution steps for The One Compliance.

Authentication​

"Not authorized" after Hub SSO login​

Cause: Your Hub account does not have a role in the Compliance organization, or the SSO exchange token has expired.

Resolution:

  1. Sign out of app.theonecompliance.app
  2. Sign in again via Hub
  3. If the error persists, an Owner or Admin must add your account in Compliance Settings → Team

SSO redirect loop​

Cause: Session cookie is stale or there is a domain mismatch.

Resolution: Clear cookies for *.theonecompliance.app and try again.

Evidence Collection​

Auto-collected evidence not appearing​

Cause: The integration is not configured, the source product has no data for the expected time range, or the sync schedule has not run yet.

Resolution:

  1. Check that the integration is enabled in Settings → Integrations
  2. Verify the source product has data (e.g., a completed vulnerability scan in Security, a successful backup in Backups)
  3. Check the Last Sync timestamp on the integration settings page — allow up to 24 hours for the first sync
  4. Click Sync Now to trigger an immediate pull

Evidence upload fails​

Cause: File exceeds the 50 MB limit, file type is not supported, or a network error occurred during upload.

Resolution:

  1. Check the file size (maximum 50 MB per artifact)
  2. Ensure the file type is supported (PDF, PNG, JPG, DOCX, XLSX, CSV, JSON, XML, TXT, ZIP)
  3. Try uploading again — transient network errors can cause upload failures

Evidence shows "Expired" status unexpectedly​

Cause: The evidence effective period has ended and the artifact has not been refreshed.

Resolution:

  1. Upload a new version of the evidence with an updated effective period
  2. For auto-collected evidence, verify the integration sync is running and the source product has current data
  3. Consider extending the effective period if the evidence is still valid

Frameworks​

Readiness score is lower than expected​

Cause: Controls have evidence that is expired, under review, or missing required evidence types.

Resolution:

  1. Check the gap analysis dashboard for controls in Non-Compliant or In Progress status
  2. Review the Evidence Status report for expired evidence items
  3. Ensure all required evidence types are uploaded for each control (some controls require multiple evidence types)

Cross-framework mapping not working​

Cause: The control mapping is based on the framework versions included in The One Compliance. Custom controls are not automatically mapped.

Resolution:

  1. Verify both frameworks are activated in your organization
  2. Check the Control Mapping tab on the specific control to see if a mapping exists
  3. For unmapped controls, you can manually link evidence to controls in each framework

Auditor Portal​

Auditor cannot access the portal​

Cause: The invitation link has expired, the auditor's email address was entered incorrectly, or access has been revoked.

Resolution:

  1. Check the invitation status in Audit Prep → Auditor Portal → Active Sessions
  2. Verify the auditor's email address
  3. Check the access expiration date — expired invitations must be resent
  4. Send a new invitation if the original link is no longer valid

Auditor cannot download evidence files​

Cause: The evidence file was deleted after the auditor was granted access, or the download token has expired.

Resolution:

  1. Verify the evidence artifact still exists in the system
  2. Ask the auditor to refresh the portal page and try the download again
  3. If the issue persists, regenerate the evidence package and share it directly

Policy Engine​

Employees not receiving acknowledgment notifications​

Cause: Email delivery issue, employee email address is incorrect, or the notification was sent but filtered as spam.

Resolution:

  1. Verify the employee's email address in the People directory
  2. Ask the employee to check their spam/junk folder
  3. Resend the acknowledgment request from the policy's Acknowledgments tab

Policy approval workflow stuck​

Cause: The assigned approver has not responded, or the approver's account has been deactivated.

Resolution:

  1. Check the approval status in the policy's Approval tab
  2. Send a reminder to the approver
  3. If the approver is unavailable, an Owner can reassign the approval to a different reviewer in Settings → Compliance → Policy Approval

Reports​

Scheduled report not delivered​

Cause: The recipient email address is invalid, the report generation failed, or the schedule was paused.

Resolution:

  1. Check the schedule status in Reports → Schedules — ensure it is Active
  2. Verify the recipient email addresses
  3. Check Reports → History to see if the report was generated but delivery failed
  4. Try generating the report manually to confirm it succeeds
ℹ️For issues not covered here, contact support via The One Hub or file a ticket in your PSA. Include your tenant ID and the browser console error message when reporting bugs.