KB User's Guide - Users Tab - User Cannot Log Into KB Admin Tools

This document describes what to do if a user reports that they are not getting the correct level of access when they are logged into the KB Admin Tools, or if they report that they are being redirected to the external KB after logging in.

Scenarios

  1. If the user reports that upon logging into the KB Admin Tools, they are redirected to the external KB (for UW-Madison, they would be redirected to kb.wisc.edu), this usually indicates that their username has been entered incorrectly on the Users tab.

  2. If the user can log into the KB Admin Tools, but they report that they are not seeing the expected number of tabs, this is typically because the user has multiple KB accounts.

Incorrect Username

If a user logs in to the KB Admin Tools and is redirected to the external KB, it typically indicates that the system does not recognize them as having any authorized permissions, including access to the Internal KB. In most cases, this occurs because the username entered in the NetID field of their user account is incorrect. For example, the entry may be missing a middle initial, a numeric suffix, or another required part of the user's username.

  1. Go to the Users tab and search for the user by name. 
  2. Verify the spelling of the NetID in the NetID field. 
  3. If an error is identified, correct it and make sure you click the Update button to save your changes.
  4. Ask the user try logging in again. If they still can't get in, ask them to Clearing Browser Cache and Cookies, or try a different browser.

If their NetID does appear to be correct, you may also need to check the Domain field. Some institutions have multiple domains, and the domain for the user will need to match the one used by your campus authentication system when they log in.

If you are unable to resolve the issue, please contact kb-team@doit.wisc.edu for assistance.

User Has Multiple Accounts

If a user can log in to the KB Admin Tools but does not see the tabs they expect, cannot access tabs within a group space for which they should have permissions, or notices that KB notifications display an incorrect name or email address, they may have multiple user accounts in the KB system.

If this describes your issue, please contact kb-team@doit.wisc.edu for assistance.


Keywords:
permissions access authorization unauthorized error rights missing incorrect NetID fewer less home users tab only no documents tabs redirected kb.wisc.edu unified netid username two duplicate multiple accounts domain field campus authentication system 
Doc ID:
106850
Owned by:
Leah S. in KB Process
Created:
2020-10-27
Updated:
2026-09-10
Sites:
KB Process, KB User's Guide
Users Tab