Unable to authenticate contact to access knowledge base

[GavinC]

Hi,

I hope this is the correct area to post this, please move if it is not.

Our company has a knowledge base which is our product online user guide. Our users access the knowledge base via a link in the user menu in the product. To authenticate and access the knowledge base the contact needs to be in one of three active lists.

We are experiencing a number of contacts who are unable to authenticate into the knowledge base. These contacts are confirmed as members of the required lists and should be able to authenticate via the link in the product.  

In the network developer tools I can see when a contact attempts to authenticate into the knowledge base an API call can be seen: 

https://app.hubspot.com/content-tools-menu/api/v1/tools-menu/has-permission?portalId=XXXXXXX&callbac...

For contacts who cannot access the knowledge base we see that the API call results in a http status code of 204 (no content). The Sources tab in developer tools for this contact says 'Unable to fetch script source'. The 'Preview' and 'Response' tab of the dev tools have no value. 

For a contact who can authenticate into the knowledge base the http status code is 200. The 'Preview' and 'Response' tab have a value of 

has_permission: true.

Any suggestions on how we can correct this issue and get our contacts into the knowledge base.

Thanks

[Jaycee_Lewis]

Hey, @GavinC 👋 Thanks for the interesting question. I am going to move this one over to the Knowledge base tool community.

Additionally, I would strongly suggest you file a support ticket and include the above details. Support has access to your portal as well as internal tools that can help get at the root cause here.

Best,

Jaycee 

[GavinC]

Thanks Jaycee,

I would raise a support ticket but I am struggling to find exactly where to do this. Are you able to point me in the right direction please?

Regards

Gavin