After Updating Lansweeper, I Am Redirected to the Helpdesk Page Only

[Obi_1_Cinobi]

Problem

After updating Lansweeper to the latest version, logging into the web console always redirects to the Helpdesk page. No other sections of the web console are accessible.

Cause

This behavior indicates that the affected user account no longer has sufficient permissions to access the full Lansweeper web console. This can occur for one of the following reasons:

• The user role was manually changed under Configuration > User Access & Roles.

• A rare issue occurred during the update where duplicate user accounts were created. In this scenario, the duplicate account with the least permissions takes precedence, resulting in reduced access.

Resolution

Follow the steps below to restore full access:

1. Ensure you have an admin account available

   • If no other admin users can access the console, reset the built-in admin account by following this guide:
     Locked out of the Web Console
     https://community.lansweeper.com/t5/troubleshooting-your/locked-out-of-the-web-console/ta-p/64327

2. Log in with an admin account

   • Sign in using the built-in admin or another account with full administrative permissions.

3. Check for duplicate user accounts

   • Navigate to Configuration > User Access & Roles.

   • In the Users section, locate your user account.

   • Verify whether multiple entries exist for the same user.

4. Remove duplicate users (if applicable)

   • If duplicates are present, delete all duplicate accounts that do not have a user role assigned to them.

5. Verify user role assignment

   • If no duplicates exist, ensure that your user account has a role assigned.

   • Confirm that the assigned role includes all required permissions.
     (Available roles are listed higher up on the same page.)

6. Log in again

   • Sign out and log back in using your user account.

   • Full access to the Lansweeper web console should now be restored.

Additional Information

Web console user roles and permissions: https://community.lansweeper.com/t5/customizing-the-web-console/web-console-user-roles-and-permissio...