topic Re: Problems with the KB Tool; Access, Categories. in Knowledge Base Tool

Problems with the KB Tool; Access, Categories.

r_d_z — Mon, 03 Jun 2024 15:15:34 GMT

1. People without access can search for an article and access it even though they have no access.
2. People with access can not see the KB categories sometimes. This was verified with a representative including in Incognito and various devices.
3. When Clicking "Sign out" or "Sign in" a person is not prompted to actually sign in. it just simply 'jumps' to the KB home page, and then shows the categories, even though access should not be granted.

Re: Problems with the KB Tool; Access, Categories.

BérangèreL — Tue, 04 Jun 2024 07:18:17 GMT

Hi @r_d_z,

Thank you for reaching out to the Community!

So that we can help you the best we can, I'd like to ask clarifying questions, please:

1. Are you using this "Require member registration to access private content" option?
2. You say that the contact without access can search but when clicking on the knowledge base article, what can they view? Is it a blank page? Is it the actual content?
3. For the contacts with access, when you say they cannot see the articles, where is that? While searching for it, the article doesn't appear? Or once on the article, the content cannot be viewed?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I'd like to invite a couple of subject matter experts to this conversation: Hi @Josh, @danmoyle and @HubSpot_Corey do you have any insights you could share to help @r_d_z, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

If you still experience this behavior, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screenshare if necessary.

Thank you and have a nice day!

Best,
Bérangère

Re: Problems with the KB Tool; Access, Categories.

HubSpot_Corey — Wed, 05 Jun 2024 07:45:34 GMT

Hi @r_d_z and thanks for the tag @BérangèreL

As @BérangèreL mentioned, to help out it would be great to get some screenshots and to know what method you're using to limit user access. Is it via Member Registration, Static Access Groups or Dynamic Access Groups? Once we have these details, we should be able to help narrow down the issue!