Trouble shooting the Control Panel

Learn how to troubleshoot issues when using the Control Panel.

Issues occurring with login and homepage.

What to do:
The user needs to locate their IMS Org ID (xxx). The administrator needs to add the user to the product profile “Campaign-xxx-Admins” for each instance that they would like to manage. If the user is an admin of all instances they still might need to add themselves as user.

Symptom: Links in the Adobe Experience Cloud Home to access Control Panel do not appear for a user

Cause:
Users won’t see the links until they are added as users to product profile Campaign-xxx-Administrators/Admin

What to do:
The administrator needs to add the user to the product profile Campaign-xxx-Admins for each instance that they would like to manage. If the user is an admin of all instances they still might need to add themselves as user.

Symptom: An Instance is not listed in the Control Panel

Cause:
Most likely user needs to be added as a user Product Profile Campaign-xxx-Administrators/Admin for the instance that is missing

What to do:
The administrator needs to add the user to the Product Profile Campaign-xxx-Admins for each instance that they would like to manage. If the user is an admin of all instances they still might need to add themselves as user.

Helpful videos

Check IMS Org ID (00:26 min)

How to add an administrator to the product profile administrators to be able to use Control Panel (01:03 min)

Helpful Documentation

Establishing Connection to SFTP Server (Client or API)

Connecting to SFTP servers requires:

allow listing the IP address from which you are connecting to the SFTP server
Private/public key pair that needs to be registered with Adobe Campaign
If connecting to the SFTP server directly you will also need SFTP client software