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When a customer accesses a document from OpenSpace link in an e-mail they get the message 'access denied'

Article ID
access-denied-in-openspace
Article Name
When a customer accesses a document from OpenSpace link in an e-mail they get the message 'access denied'
Created Date
5th December 2019
Product
Problem
When a customer accesses an OpenSpace document from a link in an email, they get the message 'access denied'
Resolution

Below is the error message;

Access Denied

This happens when the client has pre-saved OpenSpace credentials in the Web Browser, so when they click the link and opens the browser, it is using an account which does not have access to the file.

The reasons for this are usually;

  • The E-mail log in is different to the saved details (They have more than one account)
  • They have changed their password, but not saved the credentials to the web browser
  • Other people use the machine and it is using their credentials

To rectify these, they can do the following;

  • Clear cookies (Saved passwords)
  • Go to www.irisopenspace.co.uk and if it logs in automatically, log out and log in manually. Save the credentials again for automatic login next time

Thank you for your feedback.

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