FAQs and Common Problems

Please consult the following information regarding common administrator questions before contacting support. If your questions are still not answered, email support@magentrix.com with all information relevant to your inquiry.

User Login and Access Issues

Why can't users log in to the portal? It was working before.

• Ensure users are attempting to log in at your portal URL (in the format yourcompany.magentrixcloud.com) rather than the Magentrix homepage (magentrix.com)
• Check that the user's account is still active and hasn't been deactivated
• Verify the user has the correct security role permissions for portal access
• If you have forgotten your portal URL or users have forgotten login credentials, contact support

Users are getting "access denied" errors when trying to view certain areas. What's wrong?

• Check that users have the correct security role permissions for the specific tabs, modules, or data they're trying to access
• Verify that users are associated with the correct Account and Contact records for proper data filtering
• For Partner and Customer users, ensure their Account and Contact records exist in your connected CRM system

Navigation and Interface Issues

I can't see or find the Tab mentioned in the documentation. Where is it?

• Tabs must be created and then added to Apps before they can be accessed by administrators or users
• Users also require the correct security role permissions to access the Entities referenced by Tabs
• See About Tabs, About Apps, and About Magentrix Security Roles for more information
• If the Tab accesses a module, you may also require specific settings for that module (See About Magentrix Modules)

CRM Integration and Data Synchronization

My imported CRM records are missing or outdated. How do I resynchronize?

• For Salesforce and Microsoft Dynamics: Access imported objects on the Setup Home page by clicking Extend > Salesforce/Dynamics CRM
• For HubSpot: Contact support to investigate data synchronization issues
• Native Magentrix Entities are accessed by clicking Create > Entities
• If changes in your CRM aren't reflected in Magentrix, force synchronization by refreshing the connection (See Managing Imported CRM Objects documentation)

Data Recovery and Deletion

I accidentally deleted something in my portal. How do I restore it?

• Records: When individual records are deleted, they're moved to the Recycle Bin before permanent removal and can be restored
• Native Magentrix Fields and Objects: When you delete fields or objects that are native to Magentrix, the data is permanently deleted and cannot be recovered
• Imported CRM Objects: Deletion behavior depends on your CRM integration settings
• You can recover deleted records from the Recycle Bin (See Recycle Bin documentation)
• For major errors or permanently deleted data, Magentrix can roll back your entire portal - contact support to request a complete rollback

I cannot reuse the Unique Name of a deleted object. How do I release it?

• Deleted objects retain their Unique Name ID while in the Recycle Bin
• Clear deleted objects from the Recycle Bin before reusing Unique Name IDs for new objects
• See Recycle Bin documentation for detailed instructions

Licensing and User Management

I'm getting errors when trying to create new users. What's happening?

• Check your current license usage in Company Preferences to see if you've reached your license limits
• Verify you're assigning the correct license type (Employee, Partner User, Partner Account-based, or Customer User)
• For Partner and Customer users, ensure they have associated Account and Contact records in your CRM
• Contact your account manager or support to add additional licenses if you've reached your limits

How do I know which license type to assign to a user?

• Employee License: Internal staff who need full organizational data access
• Partner User License: External partners licensed per individual user
• Partner Account-based License: External partners licensed per organization (unlimited users per account)
• Customer User License: Customers accessing support or community features
• See the Licensing Guide for detailed explanations of each type

Sandbox and Development

Can I test changes before deploying them to production?

• Yes, if you have a Sandbox environment, always test structural changes there first
• Contact support to request deployment of tested changes from Sandbox to Production
• Note: Custom Hubs are not supported in Sandbox environments
• Some elements (themes, content, users) must be manually recreated in Production

What types of changes can be deployed from Sandbox to Production?

• Can be deployed: Custom objects, fields, workflows, automation rules, custom code
• Must be manually recreated: Themes, content, courses, users, security roles, Custom Hub configurations

Module and Feature Access

Users can't access certain modules or features. How do I enable them?

• Verify the module is activated for your portal type (Partner Portal vs Customer Portal have different available modules)
• Check that users have appropriate security role permissions for the specific module
• Some modules require additional configuration - see the specific module documentation
• Contact support if you need modules activated that aren't currently available

How do I know which modules are available for my portal type?

• Partner Portals and Customer Portals have different module sets
• Some modules are restricted based on your solution type
• Contact your account manager for information about available modules for your specific license