Troubleshooting new user visibility in Atakama control center

When a new user onboarded with Atakama does not appear in the sharing management window within the Control Center, follow these steps to troubleshoot the issue:

1. Verify User’s Profile DB is in the .atakamashare.db Folder:

   • A user not appearing in the Control Center is likely due to their profile DB missing in the .atakamashare.db folder of the secure folder. This may result from Access Control List (ACL) permissions issues.
   • Check the user’s profile DB by navigating to %localappdata%\Atakama\root\.atakamashare.db on their computer.
     
   • Open another File Explorer window and navigate to the .atakamashare.db folder within the secure folder's backend path. Verify the user’s profile ID is present.

2. Add User’s Profile DB Manually:

   • If the user’s profile DB is missing, add it manually to the .atakamashare.db folder.
   • Recommendation: Perform this action on the user’s computer to confirm they have the necessary write access to the folder.

3. Check User Permissions:

   • Ensure the user has appropriate NTFS permissions for the secure folder. They need to have read, write and modify access to the secure folder and at least list permission from the root level of the network share all the way to the secure folder.

4. Contact Support if Needed:

   • If the user still does not appear after following these steps, further investigation is required. Contact support@atakama.com with the necessary details, including any error messages or unusual behaviors.

Conclusion

By following these steps, you can resolve issues with new users not appearing in the Control Center. Ensure the user’s profile DB is added correctly and all setup steps are completed for a smooth onboarding process.