Who is this article for?

Administrators who want to learn to troubleshoot a solution profile.

Some elevated permissions are required.

This article explains how to troubleshoot a solution profile when something is not working.
Solution profiles can push out shortcuts, custom search lists, custom content and more to selected groups or users.
Solution profiles work across both the desktop suite and web apps.

If you have a solution profile that is not working, please run through the below steps.

1. Check the correct users or groups are assigned.

When creating a solution profile, you can apply it to certain users or groups (or everyone) as shown below.

Sometimes when applying a profile to groups, a new user may not be added to the group, so they won't get the profile. Please double check your sample user is in the correct group.
You can also gather further clues by checking if the profile works for some people and not others.

a. Open your Ideagen Mail Manager Enterprise administration client

b. Click on solution profiles

c. Open your chosen solution profile (you may have many)

d. Confirm your users and groups who should get this are correct as shown below.


 

2. Check the admin site URL is correct and updated by us if you use a different format.

• Your Administration client must be connected to your admin site URL (where the configuration profiles are held)
  

• This is recommended to be in the format: https://your tenant name.sharepoint.com/sites/oneplacesolutions

  
  If it is not in this format, you must inform your Customer Success Manager or the support team of your different URL so they can update this for you.
  Otherwise, the configuration profiles will not work.
   

3. Confirm the profile item is applied to both web and desktop apps.

Solution profile items can be deployed to the desktop apps and web app both or just one or the other.
You can set this when making the new solution profile item.

1. When you make your new profile item, you can select where it applies as shown below:
   
   
2. Then save pending changes for the solution profile.
3. Go to your OnePlace Mail > Settings > Connected services and refresh the solution profile as shown below:
   
4. Solution profiles should apply immediately to the web app, any changes apply every 60 minutes to the desktop suite.

5. Further reading

• How to setup solution profiles
• Setting up and connection to your admin site