AEM Managed Services sign-in stalls while loading permissions, blocking Synoptryx access
This article explains how to resolve an issue in Adobe Experience Manager (AEM) Managed Services where the login process becomes stuck while loading permissions, preventing access to Monitoring Tools.
Description description
Environment
- Adobe Experience Manager (AEM) Managed Services
- Synoptryx Monitoring Tools
Issue/Symptoms
- When you sign in to the AEM Managed Services Monitoring Tools, the page remains stuck while loading permissions.
- You can’t access or view the Monitoring Tools. The issue occurs for the affected user account and environment.
- No error message appears; the loading process doesn’t complete.
Cause
The affected user’s account lacks the required Synoptryx access provisioning or assignment. Synoptryx access for AEM Managed Services is provisioned through Adobe IMS and managed by Adobe Managed Services through the Customer Success Engineer (CSE).
Resolution resolution
Follow the steps below to resolve the issue:
- Review the affected user’s permissions in the AEM Managed Services environment.
- Verify that the user is assigned to the appropriate groups or roles that provide access to the Monitoring Tools.
- If you update the user’s permissions or group memberships, ask the user to sign out and sign back in to refresh their session.
- After the user signs in again, verify that they can access the Monitoring Tools and complete the login process successfully.
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