Troubleshooting

Start with the workspace name, the last successful sync and the provider’s connector status. Those three checks usually establish whether you are seeing stale data, the wrong workspace or a coverage limitation.

Symptom	What to check
Controls do not save	Confirm your role and whether you are in the read-only sample workspace.
Empty workspace after accepting an invitation	Check the sign-in email, invitation expiry, approval state and workspace switcher. See sign-in guidance.
Microsoft tenant already connected to another workspace	Ask its Admin for an invitation; do not create a second binding.
First sync is taking longer than expected	Refresh and inspect Sync history. The polling timeout does not prove the background sync stopped. See first-sync recovery.
Other providers remain locked after CSV import or instant scan	Those routes create assessments; a live managed or BYO Microsoft connection is required for other connectors.
Sign-in works but no Microsoft data appears	Sign-in does not grant provider access. Complete the connector flow, scan or import.
Microsoft consent fails	Read the displayed error, confirm the selected tenant and the administrator’s ability to grant the requested permissions. Self-hosted operators should also check registered redirect URIs.
Sync fails after previously working	Check secret expiry, permission changes and provider availability. Inspect Sync history before retrying.
No inactivity findings	Check the source’s activity columns, threshold, sign-in capability and report privacy.
User appears orphaned	Compare email addresses and aliases across the provider and directory. Check for legitimate external collaborators.
Prices or totals look too low	Look for unpriced products and incomplete contract-price coverage.
Acknowledged finding still contributes to unresolved totals	Acknowledgement is a review state. A later sync must confirm that the condition disappeared.
OpenAI or Anthropic key is rejected	Use the provider’s organization admin key, not a regular inference/project key.
CSV data looks old	Upload or paste a current export. Imports do not automatically refresh.
Self-hosted login does not persist	Use localhost for the local demo; use HTTPS and correct proxy headers for a remote instance.

Get support

Open Support and include the affected page, provider, approximate time and displayed error. Describe the steps that reproduce the problem. Redact credentials, access tokens and personal information from screenshots or logs.

For provider outages, check the status page. For a self-hosted instance, inspect your own application, database and scheduler logs as described in the Docker guide.

Common questions

Does LicenseMeter remove licenses automatically?

No. Provider connectors read data. Remediation occurs separately in your administration tools or through a script you review and run yourself.

Does free access mean the figures are complete?

No. Detection quality depends on permissions, provider capabilities, report privacy, source freshness and the prices you enter. Review those factors before relying on a zero finding count or a savings estimate.

Why do the screenshots differ from my workspace?

Screenshots use a sample workspace with fictional data. Your role, source capabilities, connection state and application version can change the controls and results you see.