This article is intended for Experience Portal administrators who manage portal access and permissions. Use this guide when a user reports they cannot view a page or access assets or a category on an Experience Portal page. A downloadable flow chart is provided below.
Step 1: Verify Group Has Experience Portal Page-Level Permissions
Every page in an Experience Portal has its own permission settings. If a user's group has not been explicitly granted access to a page, they will not be able to view it — even if they have general Experience Portal access — either on the page level or within the portal’s menu.
How to check page permissions:
Open the Experience Portal CMS (Admin view).
Navigate to Pages and find the page the user is trying to access.
In the three-dot dropdown to the right of the page, select Manage page settings
Open the Visibility tab.
Confirm the user's group appears in the list and is toggled ON.
Save your changes.
Expected result: After adding the group, the user should be able to see the page in the menu and in Search results and navigate to the page without receiving an access-denied error.
Step 2: Verify User’s Group Has Access to Categories on the Page
If the user can reach the page but sees an empty asset category or single assets appear to be missing from the page, the issue is likely at the category level. Assets and categories displayed on Experience Portal pages adhere to the permissions established in the DAM. The user's group must have access to each category shown on that page in order to see and access the assets and categories displayed there.
How to check category access:
Identify all categories displayed on the Experience Portal page (check the category selected in the component’s property window if unsure).
In the DAM, navigate to Settings > Groups.
Review the category access enabled for the user’s group by selecting View/Edit under Access.
Toggle ON/OFF for each category the group should be able to access with the Experience Portal.
Save your changes.
Expected result: Assets belonging to those categories will now appear on the page for the user. Repeat for all categories on the page if needed.
Steps 1 and 2 resolve the vast majority of Experience Portal access issues. If the user can now view the page and its content, no further action is required. If issues persist, please contact your Customer Success Manager.