Problem

When accessing Visual Command Center (VCC), a user may see the VCC option in the menu and still receive a server error, such as a 500 Internal Server Error, instead of successfully opening VCC. This can occur even when the user’s role includes the required VCC permission and VCC correctly appears as an option on the user’s menu.

Root Cause

This problem occurs when a user has more than one role assigned but does not have a default role selected. A role must have the VCC permission enabled for VCC to appear on the user’s menu.

Solution

To resolve VCC access errors related to missing default roles, use the following steps.

1. Perform basic client-side checks

• Clear the browser’s cookies and cache and then try accessing VCC again.
• Confirm that the user is using the correct Manager login URL when signing in.

2. Verify roles and VCC permission

• Confirm that at least one of the user’s roles has the VCC permission enabled so that VCC is eligible to appear as an option in the user’s menu.

3. Ensure a default role is assigned

• Check the user’s assigned roles and determine whether the user has more than one role.
• If the user has multiple roles, verify that one role is selected as the default role using the default role selection available in the roles list.

4. Re-test VCC access

• After assigning a default role, have the user sign in again using the appropriate login URL.
• Have the user click the VCC option in the menu and confirm that VCC opens without the previous server error.