This document serves as a centralized repository of information, designed to provide a comprehensive understanding of MSP Central platform and addressing any possible issues you might come across.
1. Unable to signup due to the error: "You are part of '{OrgName}' organization. Please contact Administrator {Admin Email}"
- Problem
This error appears when the email you're using is already associated with an existing organization and your account does not have Organization Admin privileges.
- Solution
Contact the listed administrator for Admin access or use a different email address that is not linked to another organization.
2. Getting error "You are already using the module(s) - Endpoint Central MSP, ServiceDesk Plus MSP, Site24x7 and cannot sign up on MSP Central.".
- Problem
If your email is already associated with any of the following modules: Endpoint Central MSP Cloud, Site24x7, or ServiceDesk Plus MSP Cloud, you will not be able to sign up for MSP Central.
- Solution
To migrate your existing stand-alone account to the MSP Central platform, raise a support ticket for assistance.
3. Getting "Unable to process your request" error during signup.
- Problem
This error typically occurs due to your browser configuration issues or redirection problems during the signup process.
- Solution
To resolve,
- Refresh the page and try signing up again.
- If the issue persists, clear your browser cache or try with a different browser.
- If you are still having trouble after trying these steps, raise a support ticket for further assistance.
4. Help desk, endpoints or monitor modules are not automatically listed in the left menu of the MSP Central console immediately after sign up.
- Problem
This issue occurs when the module association process fails during MSP Central signup. As a result, modules such as help desk, endpoints, or monitors may not appear under your account.
- Solution
To resolve this, raise a support ticket with the MSP Central team. We’ll assist you in completing the module association and ensure your account is set up correctly.
5. Getting error "The selected customer is not assigned to this module" when accessing any particular module.
- Problem
This error appears when the Customer Group assigned to a user does not include any customers associated with that particular module.
- Solution
To resolve this error, update the user scope to include one or more customers that are linked to the particular module. Once properly mapped, the user will be able to access relevant data in the respective module.
6. Getting error "Customer group name already exists" when adding a Customer Group named "All Customer Group" during customer creation or modification.
- Reason
The name "All Customer Group" is reserved as a system-defined default group, which is automatically included to scope users to all customers in the platform.
Hence, the name cannot be reused when creating a new customer group. Choose a different name for your customer group.
7. Getting error "User is part of another organization" when adding a new user.
- Problem
This error occurs when the email address you're trying to add is already associated with a different organization. A user account can only belong to one organization at a time and cannot be added to multiple organizations.
- Solution
To resolve this, the user must first be removed from the existing organization. Once removed, they can be added to your current organization in MSP Central.
If the user is unaware about which organization they are part of, they should contact MSP Central support for assistance.
8. Unable to modify an invited user.
- Problem
You cannot modify an invited user until they accept the invitation and officially join the organization in MSP Central.
- Solution
To proceed, the respective user has to check their email and confirm the invitation. Once they’ve joined, you will be able to update their details or permissions from the MSP Central platform.
Alternatively, the user can be deleted and new user can be added with the modified details.
9. Getting error "Super Admin access cannot be modified" when modifying a user detail.
Reason Super Admin is the user who has signed up and created account for MSP Central. The above error occurs when modifying the role or scope of super admin in MSP Central.
The Super Admin has full privileges to manage all user roles and access settings, with the following limitations:
- their own role cannot be changed, and
- the Super Admin cannot be deleted from MSP Central.
10. Unable to select Customer Group scope for a user when the role for Endpoints module is set to Administrator in MSP Central.
- Reason
When the Administrator role is assigned to a user for the Endpoints module, all customers are automatically scoped to that user. As a result, Customer Group scoping is disabled for Endpoint Administrators.
However, this user will still be treated as a non-admin within the MSP Central and will not have platform-level admin privileges — only module-level admin rights specific to Endpoints module.
11. Some Customer Groups are not listed during user scoping under the Users tab
Reason
Customer Groups are displayed based on the modules assigned to the user during user creation or modification. A user will be able to view only the customers associated with the Customer Groups they are scoped to.
For example, if a user is scoped to the Endpoints module, only Customer Groups that include customers associated with the Endpoints module will be shown during the scoping process and Customer Groups associated to other modules will not be visible.
12. Unable to view the Computers tab in the Site summary page under the Admin tab
- Reason:
The Computers tab is displayed only for Sites that have at least one computer associated via the Endpoints module. If no computers are linked to that Site, the Computers tab will not be shown in the Site summary page.
To read more about module-specific knowledge base articles, click the respective links below:
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