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Troubleshooting

Common issues and solutions when working with Hub.

SSO Login Loop​

Symptom: You click "Sign in with Microsoft," authenticate successfully, but get redirected back to the login page repeatedly.

Causes and fixes:

  1. Third-party cookies blocked — Hub sets a cookie on .theonestack.com. If your browser blocks third-party cookies, the cookie won't persist. Allow cookies for theonestack.com in your browser settings.
  2. Clock skew — If your device clock is more than a few minutes off, JWT validation fails. Sync your system clock.
  3. Browser extension conflict — Privacy extensions (uBlock Origin, Privacy Badger) sometimes block the auth redirect. Try disabling extensions or using an incognito window.
  4. Entra conditional access — Your Entra tenant may have a conditional access policy blocking the sign-in. Check the Entra sign-in logs for denied attempts.

"You Don't Have Access to This Product"​

Symptom: You can sign in to Hub but see "You don't have access to this product" when opening another product.

Fixes:

  1. Product not granted — Ask your Hub admin to grant you access to the product in Settings > Users > [Your Name] > Product Access.
  2. Product not subscribed — The organization may not have an active subscription for that product. The Owner can check in Settings > Billing.
  3. Viewer role limitation — If you're a Viewer, some product features may be hidden entirely rather than shown as read-only. Confirm your role with your admin.

User Not Appearing After Invite​

Symptom: You invited a user but they don't appear in the Users list.

Fixes:

  1. Invite pending — The user hasn't accepted the invite yet. Check the Invited filter on the Users page.
  2. Invite expired — Invitations expire after 7 days. Resend the invitation.
  3. Email domain mismatch — The invited email must be associated with a Microsoft Entra account. Personal email addresses (Gmail, Yahoo) won't work unless they're registered in your Entra tenant.
  4. Spam folder — Ask the invitee to check their spam/junk folder for the invitation email.

Permission Changes Not Taking Effect​

Symptom: You changed a user's permissions but they can still (or still can't) perform the action.

Fixes:

  1. Browser cache — The user may need to refresh their browser (Cmd+Shift+R) or sign out and back in.
  2. Token TTL — The JWT is issued at login and doesn't update mid-session for all claims. For permission changes that require a new token, the user needs to sign out and back in.
  3. Product-level cache — Some products cache permissions for up to 5 minutes. Wait and retry.
💡For immediate effect, ask the user to sign out and back in after a permission change.

Session Expiring Too Quickly​

Symptom: Your session seems to expire well before the 8-hour TTL.

Fixes:

  1. Multiple sign-ins — If you signed in on another device or browser, the original session is unaffected. But if you signed in again on the same browser (e.g., different tab), the cookie may have been overwritten.
  2. Entra token expiry — Your Entra tenant may enforce shorter token lifetimes. The Hub session is 8 hours, but if Entra revokes the underlying token, re-authentication may be required.
  3. VPN or network change — Some network changes can cause the browser to drop cookies. This is a browser behavior, not a Hub issue.

Waffle Menu Shows Products User Cannot Access​

Symptom: A product appears in the waffle menu but clicking it shows "access denied."

Fix: This is a caching issue. The waffle menu loads the product list from the user's entitlements, which may be cached. Ask the user to sign out and back in to refresh the product list.

Audit Log Not Showing Expected Events​

Symptom: You performed an action but it doesn't appear in the audit log.

Fixes:

  1. Timing — Audit log entries are written asynchronously. Wait 30 seconds and refresh.
  2. Filter mismatch — Check that your date range, action type, and actor filters include the event you're looking for. Clear all filters and search again.
  3. 90-day retention — Events older than 90 days are automatically purged. If you need historical data, use the CSV export regularly.
  4. Product events — The Hub audit log only shows Hub-level events (auth, users, roles, permissions). Product-specific events (ticket created, device added) are logged in each product's own activity feed.

Billing Page Shows Wrong Seat Count​

Symptom: The billing page shows more (or fewer) seats than expected.

Fixes:

  1. Invited users count — Users in "Invited" status may count toward your seat total depending on your plan. Deactivated users do not count.
  2. Billing cycle lag — Seat counts are reconciled at the start of each billing cycle. Mid-cycle changes appear on the next invoice.
  3. Bundle vs. individual — If you switched from individual products to a bundle, the seat count reflects the bundle pricing tier.

How to Contact Support​

If you can't resolve the issue:

  1. Email [email protected]
  2. Include:
    • Your organization name and slug
    • The affected user's email address
    • What you expected to happen vs. what actually happened
    • Screenshots if applicable
    • The approximate time the issue occurred (for audit log correlation)
💡Export the relevant audit log entries and attach them to your support request. This speeds up diagnosis significantly.