Troubleshooting Access and Common Messages

Use this guide when an area is missing, disabled, empty, or showing a setup message.

I Do Not See a Workspace

Some workspaces only appear when they apply to your account.

Common reasons include:

• Your role does not include access.
• You are not signed in as an MSP user or super admin.
• The tenant is not using the required environment.
• The feature is not enabled for the tenant.
• Required credentials or storage settings are not configured.

Ask an administrator to confirm your role and tenant feature access.

Archive Setup Needed

Archives require storage credentials for both Drive and Email.

If archive navigation is disabled or a setup message appears, an authorized user should open Settings, then Archive Storage, and confirm both storage sections show Connected.

Integration Not Connected

Integrations show Authenticated or Not connected.

If an integration is not connected:

• Confirm all required credential fields are complete.
• Use Test to verify the connection.
• Save only after the test succeeds.
• Follow the setup guide linked from the integration screen if credentials need to be created.

Filters or Sorting Are Disabled

Some directory data loads from a connected provider in pages. When ORVO is still loading the full result set, filters and sorting may unlock after all results are loaded.

Use Search first if you need to find a specific identity quickly.

In Identities, provider-backed paginated results may require you to submit a search before local filters are available. When the full result set is loaded, the Filter menu becomes available.

No Matching Records

If a search or filter returns no records:

• Clear Search.
• Reset filters to All.
• Refresh the workspace.
• Confirm you are in the correct client.
• Confirm the connected system has synced the expected data.

CSV Import Errors

Device imports require expected headers and valid values.

If an import fails:

• Download the current template.
• Keep the header names unchanged.
• Confirm required fields are present.
• Check date and currency values.
• Review the import results for row-level errors.

AI Enrichment Skipped Devices

AI enrichment may skip devices that do not have enough identifying information.

Add or confirm fields such as manufacturer, model, serial number, asset tag, and category, then run enrichment again.

If a background enrichment job is already running, use Check Job or return later and Load Latest Report before applying estimates.

Recommendation Was Handled Outside ORVO

If a Microsoft 365 recommendation was completed outside ORVO, use Mark Pending so the account is tracked as handled outside the main action flow.

Use Whitelist when the account should be ignored by recommendations going forward.

Running Jobs Are Still Processing

Archive and restore jobs can take time.

Open Archives, then Running Jobs, to review progress. A job may show queued, indexing, or a percentage. If a job should not continue, use Cancel when that action is available.