Troubleshooting
No employees appear
- Check Graph permissions: go to SharePoint Admin > Advanced > API access. All five Graph scopes must show as Approved.
- Check group names: if you set Entra ID Group Names, make sure they match real group display names exactly (comma separated).
- Wait 60 seconds: first load fetches users, presence, and photos. Subsequent loads use the cache.
Profile photos not loading
The ProfilePhoto.Read.All permission must be approved. Users must also have a profile photo set in their Microsoft 365 account.
Presence dots are grey
- The tenant must have Microsoft Teams licences assigned.
- The
Presence.Read.Allpermission must be approved. - Users who have never signed into Teams will show as grey.
Trial prompt keeps reappearing
The trial is tracked per-tenant on our servers. If you see the prompt repeatedly:
- Your tenant has never started a trial (click Start 8-hour Trial).
- Your trial has expired (enter a licence key).
- Your browser is blocking outbound calls to
tenantrix.io. Allow it and reload.
Licence key not accepted
- Check for trailing spaces or invisible characters when pasting.
- Keys have the format
TB-ORG-<TIER>-<UUID>. - If you moved tenants, email help@tenantrix.io to reissue.
Map view is blank
- Confirm Show Map view is ON in the property pane.
- Some tenants block outbound calls to
openstreetmap.org. Ask your network admin to allow it, or disable the map.
Admin Dashboard missing
You must have the SharePoint ManageWeb permission on the site (Site Owner). The button is hidden for standard users.
Still stuck?
Email help@tenantrix.io with your tenant ID (found in the property pane footer) and a screenshot of the issue. We typically respond within one business day.