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OS-117: Customer receives the message 'Access Denied' when following a file link in an OpenSpace notification email

Article ID
access-denied-in-openspace
Article Name
OS-117: Customer receives the message 'Access Denied' when following a file link in an OpenSpace notification email
Created Date
5th December 2019
Product
IRIS OpenSpace
Problem
When a customer accesses an OpenSpace document from a link in an email, they get the message 'access denied'
Resolution

Access Denied

The Access Denied message is a security message and appears when trying to access a file link intended for a user but OpenSpace is logged in with a different set of credentials that do not have permission to access the document.

This can often happen when the client has pre-saved OpenSpace credentials in their web browser that are used automatically when it is opened by clicking on the file link.

The access denied message often occurs when the user has two email addresses registered in OpenSpace or the device they are using is shared but different OpenSpace accounts are in use.

The Access Denied page has been updated to include a Log out link so that users can then manually log in with the correct credentials of the intended recipient of the file.

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