Sponsor Admin Troubleshooting
| Symptom | Likely Cause | Resolution |
|---|---|---|
| Capability toggles locked off for a user | Email not on a registered domain | Add the domain under Domains, or keep the user as a Participant. |
| Cannot add a user — seats full | Total or Thread Manager Seat cap reached | Contact [email protected] to raise the cap. |
| Cannot remove a domain | Users on it hold Sponsor Admin or Manage Threads | Use View affected users, remove capabilities, then remove the domain. |
| Thread shows “Awaiting reassignment by Sponsor Admin” | Thread is orphaned (manager removed) | Go to Administration → Threads → Orphaned and reassign a manager. |
| Participant cannot create threads | Lacks Manage Threads capability | Turn on Manage Threads for them on the Users page. |
| Reply box unavailable | Thread is Locked, Archived, or Orphaned | Reactivate/unlock it, or reassign a manager if orphaned. |
| User shows Pending indefinitely | Exostar Network Identity not yet active | Status clears automatically. Re-send from Add User if needed. |
| Cannot delete a message or file | Thread is not Active, or not a thread the user manages | Sponsor Admins and Thread Managers can delete any content on Active threads they manage. |
| File upload seems stuck | Browser tab closed during upload | Re-attach the file and keep the tab open until the progress bar completes. |
| No Thread Managers in Transfer dialog | No current participants hold Manage Threads | Grant Manage Threads to another participant on this thread from the Users page. |
Participant Troubleshooting
| Symptom | Likely Cause | Resolution |
|---|---|---|
| Access Denied after signing in | Not registered or invited | Contact your Sponsor Admin or Exostar support, then select Sign In Again. |
| No New Thread button | Manage Threads not granted | Ask your Sponsor Admin to enable it. |
| Reply box unavailable or shows thread status message | Thread is Locked, Archived, or Orphaned | Wait for the thread to be reactivated or reassigned. Contact your Sponsor Admin. |
| File upload seems stuck | Tab closed or refreshed during upload | Re-attach the file and keep the tab open until the progress bar completes. |
| Cannot delete a message or file | Not the author/uploader, or thread is not Active | You can delete only your own content on Active threads. |
| A participant you added shows Pending | No MAG account yet | They received an invitation. Status clears when their account activates. |
| No Thread Managers in Transfer dialog | No other current participants hold Manage Threads | Ask your Sponsor Admin to grant Manage Threads to another participant on this thread first. |
Thread States
| State | What it means |
|---|---|
| Active | Normal — messaging and file sharing available. |
| Locked | Read-only. No new messages. Thread Manager or SA can unlock. |
| Archived | Read-only. All participants except Thread Manager removed. SA or Thread Manager can reactivate. |
| Orphaned | Thread Manager removed with no successor. Auto-locked until a Sponsor Admin reassigns a Thread Manager. |
Participant Chip States
| Chip Appearance | Meaning |
|---|---|
| Default chip | Active participant |
| Thread Manager badge | This participant has authority over the thread |
| Pending badge | Invited but MAG account not yet active. |
| Strikethrough + Removed badge | Removed from thread. Past messages remain attributed. Can be re-added. |
Glossary
| Term | Definition |
|---|---|
| Thread | A secure conversation with a subject, participants, messages, and files. |
| Thread Manager | The user with authority over a specific thread — can lock, archive, transfer, delete, and manage participants. |
| Manage Threads | The capability that lets a Participant create and manage threads. |
| Sponsor | Your customer organization on the tenant. Your users, domains, and threads belong to your sponsor. |
| CUI | Controlled Unclassified Information. Markings applied per message and per file. |
| Thread Manager Seats | Seats eligible for Sponsor Admin or Manage Threads. Sub-cap within Total Seats. |
| Active Exostar Network Identity | An active MAG account. Required for sign-in. Users without one show as Pending. |
| Orphaned Thread | A thread with no active Thread Manager. Auto-locked pending Sponsor Admin reassignment. |
| Initiator | The user who created a thread. Shown in the thread header. |
| Pending | A user whose MAG account is not yet active. They cannot sign in until it is activated. |