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Troubleshooting

This section covers common issues you may encounter while using Prism and provides step-by-step solutions. Select the category that best matches the problem you are experiencing.

Troubleshooting by Category​

Login Issues​

Problems with logging in to any Prism portal, including authentication errors, SSO redirect failures, and session timeouts.

Common symptoms:

  • "Authentication Required" screen appears
  • SSO redirect loop or failure
  • "Access Denied" after successful login
  • Password login fails at /init
  • Token expired errors

SSO Configuration​

Issues with setting up or managing identity provider integrations, including Google OAuth, Microsoft OAuth, and custom OIDC providers.

Common symptoms:

  • Identity provider not redirecting properly
  • "Invalid client" errors
  • Users not appearing after SSO login
  • OIDC endpoint URL errors

Permission Errors​

Problems with role-based access, missing features in the Admin Portal, and changes not taking effect in AWS.

Common symptoms:

  • Cannot see expected admin features
  • Cannot create assignments
  • Changes not reflected in AWS after saving
  • Errors when deleting accounts

JIT Request Issues​

Problems with requesting, approving, or managing Just-In-Time access sessions.

Common symptoms:

  • Requests stuck in pending status
  • "No accounts available" when requesting access
  • Custom permission set validation failures
  • Sessions expiring unexpectedly
  • Unable to approve requests

CloudTrail Setup Issues​

Problems with creating, configuring, or managing CloudTrail trails.

Common symptoms:

  • Trail creation failures
  • S3 bucket creation errors
  • Partial account failures
  • Unable to delete trails or remove accounts

Policy Management Issues​

Problems with managing AWS Organizations policies, OUs, and organization structure.

Common symptoms:

  • Policy type shows as "Disabled"
  • "Max policies exceeded" error when attaching
  • Cannot delete a policy (targets still attached)
  • OU deletion fails (OU not empty)
  • Organization tree not loading in hierarchy view

General Troubleshooting Steps​

Before diving into specific troubleshooting pages, try these general steps:

  1. Refresh the page -- Some issues are resolved by a simple browser refresh.
  2. Clear browser cache and cookies -- Stale session data can cause unexpected behavior.
  3. Try a different browser -- Rule out browser-specific issues.
  4. Check your role -- Many features are restricted by role. Verify you have the required access level for the feature you are trying to use.
  5. Contact your administrator -- If you are a non-admin user, your organization's Prism admin may need to adjust your configuration.

Getting Help​

If the troubleshooting guides in this section do not resolve your issue, contact CloudKeeper support with the following information:

  • Your organization's realm name
  • The portal you were using (Admin, JIT, or CloudTrail)
  • The steps you took that led to the issue
  • Any error messages displayed (exact text or screenshots)
  • The browser and operating system you are using