If your organization’s Jostle platform is integrated with Google and users are experiencing Library errors, many of these problems can be tied to the Librarian account (jostle_librarian) in Google. The jostle_librarian account is the "owner" of all Library files in the Google Drive, so when there is a problem with that account, it will result in errors in Library. Below is a list of known Library errors and what jostle_librarian scenarios may cause them.
If users can’t access Library files or complete the following item actions: uploading, downloading, viewing, making new Google items, making copies from Google Drive.
This would happen if the jostle_librarian account in Google Admin has been deleted, resulting in all files associated with that account (aka all files in Library) to be lost.
Library files can be accessed but making copies from Google Drive can’t be done.
This could happen if the jostle_librarian account has been suspended (so long as the Google Drive and Jostle are still enabled for jostle_librarian).
Users can view and download Library files, but nothing can be uploaded, created, or copied.
There are two possible reasons for this to happen:
-Google Drive is not enabled for the jostle_librarian account in Google Admin.
-Jostle App is not enabled for the jostle_librarian account in Google Admin.
Some users can’t view or edit files even though they have permission.
This could be related to problems with the Master Account (the Google Admin User account that would’ve been used when setting up your Google/Jostle integration). This account should have a Super Admin or User Management Admin role as well as a Groups Admin role. If this account was improperly set up, then Jostle may not be able to mange the access control of Library items. To see which Google Master account is a Jostle System admin can go to Admin Settings > Platform > View Account information.
For more on assigning these and other Admin roles, refer to Google's Pre-built admin roles.
Google Admin
As a Google System Admin to view the jostle_librarian account status and other users:
- Go to https://admin.google.com
- Click on Users
- Locate the user’s name and look to the Status column
Note: To see what apps are enabled for a user, click on their name and then click Apps.
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