Troubleshooting Onboarding of Nova

In construction

In construction

In construction

This page gives some troubleshooting steps which can be used at different points in the onboarding process.

Tenant is not connected

You can check if the tenant is connected by going to the container in TMS opening it, and looking at the overview tab. Status should show as “tenant connected

Make sure the following steps and checks have been completed
1. Make sure that the first user has been invited to QTID and the invitation has been accepted in the TMS portal. You can do this by clicking on the tab shown above called “Users”.
2. The first user from the tenant, should be a Global Admin (GA) for the tenant, so that when the GA user logs on they can grant SSO for the tenant being onboarded.
a. SSO is the preferred method for authentication.
3. Once the first user has been invited and successfully added check the following
a. Their account has moved from “pending invitations” in the tenant container to associations.
4. If you check the TMS portal at this stage the first user will be on boarded e.g. the invitation has been accepted and user is now shown under the tab “associations” under the “user” tab

5. Having completed these steps the tenant should show as connected.


If the tenant is not connected check that Admin Consent has been granted correctly

1. Firstly, check in the tenant to confirm that the account holds the GA role for the tenant, if it does not; either grant the role or use a different account.
a. If you change account, you will need to re-invite the user and complete the above steps “tenant not connected” steps 1 to 5.
b. If you have granted the GA role, then move onto step 2.
2. Logon with onboarded user holding the GA role to the TMS portal.
3. Go to the top right in the TMS portal and click on user identity and then select my account 

4. In my account select the Azure AD tab and click the button “provide admin consent

5. This step should complete without error, return to the TMS portal and logoff
6. Log back on with the GA role and check to see if the tenant is shown as connected.
7. If you are still having issues raise an issue with Quadrotech Support.

Onboarding Services

The onboarding of services for Nova consists of three main activities
  • Apply correct roles to user to access
  • Onboard service(s) into Nova
  • Apply license to Services
1. Make sure they have the necessary roles for the user.
a. You can add the correct roles in TMS portal and the users tab,
i. for testing purposes, you can add all roles to the account,
ii. otherwise accounts should be given minimum of roles to perform their task.
b. E.g. for reporting and AA, you would need the Radar Classic Role.
i. System Admin will not give you access to this role in the Nova portal.
2. You should then on board the services as required for that tenant. To on board the services following the following steps.
c. Adoption Accelerator –  AA is on boarded as part of the Reporting onboarding process  which can be reviewed here
d. Service health– is onboarded in its basic form and just need to be licensed when the tenant is connected.
Once the services have been onboarded you will need to license the services. This is done by using add trial in the tenant portion in the TMS portal. There are several things to note about this
  • Firstly, you will only see the Add trial button in the portal if you have the System Admin Role access to the parent container of the of the container you wish to add a trial to. If you have only been granted access to the child container and below you will not see add trial.
  • Secondly it is only possible to add trial licensing to the tenant. It is not possible to add production. To do this you will need to create a ticket to Quadrotech Support.
  • The trial licenses are of a fixed duration e.g. usually a month.  If you require diffewrnt licensing, you will need to create a ticket to Quadrotech Support.
Once the licensed has been added you can review if the licenses are current and types of licenses by looking at the subscriptions tab in then section of the TMS Portal.
The license tab once opened looks like the screenshot below, anything with a cross next to it has expired.
To review the dates on the license click view items


Nova Reporting

1. Can’t see a license for the service you wish to use?
a. This happens when the service has not been onboarded and completed and can be checked in the status e.g. you have no box shown for the service

b. If you have a yellow box for the service, you should be able to license it.

2. Radar does not work, e.g. it is not shown as inactive in the portal, or reports errors when you open the reports center.
a. Check the locations for the Radar/Reporting service
i. In certain scenarios such as where the customer has been transitioned from Radar to Nova Reporting the service locations can be configured wrongly.
ii. This is documented here under service placement,
3. When trying to access reports center the page fails with Error 400.
a. This is typically caused because the account you are using has multiple reporting instances associated with it and the account has a different default instance.
i. This is a known issue and will be resolved.
b. You should try to use an account that is only associated with that tenant such as accounts that are particular just to that tenant.


1. Requirements for adding a service:
a. Requirement
i. GA account which has a mailbox (this is not mandatory but does help reduce complexity)
ii. We don’t support MFA for this account, but we do have a methodology to maintain secure access without using MFA
b. What we do/don’t support for the service account (e.g. MFA)
i. MFA (though we do have a workaround)
2. If after assigning the service account, you get errors check you have assigned the service account authorise management (see screenshot below showing the ‘authorize management’ part in the service account screen in DPC)
3. If you need to work with an environment where MFA is required for the GA account it is possible to create an exceptions policy in AAD (see instructions *coming soon*)
4. When adding a service account make sure you add the service account as shown in the screenshot below (don’t use the menu in TMS)