---
title: "Reader issues"
slug: "troubleshooting-reader-issues"
updated: 2026-06-03T11:36:36Z
published: 2026-06-03T11:32:25Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.document360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reader issues

## Reader import issues

**Error:** *File upload failed*

This error typically occurs due to formatting issues, duplicate email addresses, or unsupported characters in the uploaded file.

When using the Import readers feature, if the upload fails, you will see a failure notification and a list of rejected entries.

![Import readers feature showing a failed file upload notification and user list.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1767174252985.png)

**Steps to resolve**

1. **Use the correct CSV format:** Ensure the reader data is structured according to the provided CSV template.
2. **Check for duplicate email addresses:**Email addresses must be unique. Remove or update any duplicates.
3. **Avoid special characters in name fields:** The **First name** and **Last name** fields should not contain special characters or numbers. Use only letters (A–Z/a–z).
4. **Clean and re-upload:**After making corrections, save the updated CSV file and upload it again. This should resolve the error and successfully import the readers.

---

## Reader is unable to access a published article or category

Readers might encounter this issue when they lack the necessary permissions to access the category or article. This could be due to security settings that restrict access for the Reader or their associated Reader Group.

**Steps to resolve**

1. **Verify reader permissions:**Ensure the reader has the correct permissions to access the category or article.
2. **Check article security settings:**
  1. Navigate to the article.
  2. Click the **More**(**) icon next to the **Edit**or **Publish** button.
  3. Click **Security** > **Knowledge base site**.
  4. Confirm that the reader is not explicitly denied access in the article’s security settings.
3. **Check reader group permissions:**
  1. Go to the **Reader group** tab within the security settings of the article.
  2. Verify that the reader group associated with the reader is not denied access to the specific article or category.

1. If the issue persists after following these steps, please contact the Document360 support team for further assistance: [Contact Document360 Support](https://document360.com/support/)

---

## Resolving access restriction issues

**Error:***Sorry! You are not authorized to access.*

This error occurs when the reader's access to the article is restricted due to security settings.

**Steps to resolve**

1. Locate the article in the category tree.
2. Click the **More** (**) icon next to the article name.
3. Select **Security**>**Knowledge base site**.
4. Click **Assign article access**.
5. Remove the reader from the Reader’s list by clicking the **Delete** (**) icon.
6. Go back and confirm that the reader is now labelled with the **Inherited** tag.

Now, the selected reader will be able to access the article.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Resolving%20access%20restriction%20issues.gif)

---

## Unable to access the associated projects

**Error**: *Sorry! There are no projects associated with this email address. Please contact your project administrator.*

This error occurs when a reader is not created as an SSO reader or has not been assigned the necessary content access in the project.

![Error message indicating no projects associated with the email address provided.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/3_Screenshot-Troubleshooting_issue_screenshot.png)

**Steps to resolve**

1. **Convert to an SSO reader**

1. Navigate to **Settings** (**) > ****Users & permissions****in the left navigation bar****in the Knowledge base portal.
2. In the left navigation pane, navigate to **Readers & groups** > **Readers**.
3. Select the desired reader and click **Convert to SSO account** to add them as an SSO reader.
4. Select the appropriate SSO configuration and click **Proceed**.

![Convert reader account to SSO with selected options and proceed button highlighted.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1767174378889.png)

1. **Assign content access**

1. Hover over the desired reader and click the **Edit** (**) icon.
2. Click **Manage content access** and assign the required content access to the reader.
3. Click **Update**.

Once the reader is assigned the correct permissions, they will be able to access the project without any issues.