Common Issues and Solutions #
Sign-In Issues #
| Symptom | Likely Cause | Resolution |
|---|---|---|
| Cannot sign in – account not found | User account has not been created in ClearGRC. | Contact your ClearGRC administrator to create your user account in Admin → Users. |
| Password reset email not received | Email may be in spam, or the email address does not match the registered account. | Check your spam folder. Contact your identity administrator if the issue persists. |
| MFA prompt not appearing or failing | MFA configuration is managed by your organization’s Azure AD CIAM tenant, not by ClearGRC. | Contact your identity administrator to verify MFA settings for your account. |
Navigation and Access #
| Symptom | Likely Cause | Resolution |
|---|---|---|
| Admin menu not visible | User does not have the Admin role. | Contact your administrator to request the Admin role if appropriate. |
| Cannot create or edit records in a module | User role grants Read-only access to that module. | Check permissions at My Profile → Permissions. Contact your administrator for role changes. |
| Dashboard tiles show 0% or “No data” | No records have been created in the relevant modules yet, or prerequisite configuration (Risk Levels, Response Options) has not been completed. | Complete Company Setup configuration and add at least some records to each module to populate the dashboard. |
Assessments #
| Symptom | Likely Cause | Resolution |
|---|---|---|
| Cannot find the Create Assessment button | Each assessment type has its own inventory page with its own Create button. | Navigate to Compliance → Assessments and select the specific assessment type (e.g., Self Assessment, Readiness Assessment). The Create Assessment button is on that type’s inventory page. |
| “No parameters defined” error when creating an assessment | Company Setup → Parameters has not been configured. | Configure Response Options first, then Parameters, in Governance → Company Setup. See Framework Configuration. |
| Authority Document or Question Catalog dropdown is empty | No authority documents or catalogs exist in this tenant. | Add at least one Authority Document in Governance → Company Setup → Authority Documents, and create a Question Catalog. |
Risk #
| Symptom | Likely Cause | Resolution |
|---|---|---|
| Owner/Reviewer/Approver dropdowns are empty in risk wizard | No licensed users with the appropriate roles have been created yet. | Ensure user accounts are created and roles assigned in Admin → Users before creating risk records. |
| Risk level panel shows “No risk levels configured” | Risk level bands not defined in Company Setup. | Configure Risk Levels in Governance → Company Setup → Risk Profile → Risk Level. |
Getting Additional Help #
If you cannot resolve an issue using this guide, contact your ClearGRC administrator or reach out to ClearGRC support through your organization’s designated support channel.
