---
schema_version: "1"
id: 3d637b690e7f5b2515d02b354f3ef5a5950be1148cfc89b7cbaeae33396e48e9
title: Troubleshoot Utility Self Service Portal
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/energy_t_troubleshooting_utility_self_serveportal_300300.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.energy_t_troubleshooting_utility_self_serveportal_300300.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6391f10adb3248d37dca7d1a28c7dbb354baaeec3cbb8261a8bced6cf272e61d
description: This section lists the commonly encountered problems while setting up or using Utility Self Service Portal. For each listed problem, a workaround or a probable cause of the issue is provided. In case you do not find your issues listed on this page, or the workaround provided does not work for you, contact Salesforce Support.
products:
  - Energy and Utilities
release: "264"
---
# Troubleshoot Utility Self Service Portal

This section lists the commonly encountered problems while setting up or using Utility Self Service Portal. For each listed problem, a workaround or a probable cause of the issue is provided. In case you do not find your issues listed on this page, or the workaround provided does not work for you, contact Salesforce Support.

## The sign-up page displays the error message `Not able to find account`

Solution: Disable the **James Rawlings** contact.

1. Switch to Salesforce Classic.
2. Go to **Contacts**.
3. Search for James Rawlings.
4. In the **Manage External User** dropdown, select **Disable Customer User**.
    
    ![Disable Customer User in Salesforce Classic](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-energy_utilities-264-0-0-production-enus/520849e5-9b41-4bae-b97b-d269cc2fce83/energy_utilities/images/ssp_troubleshooting_contact_disable.png)
5. Save your changes.

## Error message is displayed mentioning an OmniScript is not working

Deactivate and reactivate the OmniScript.

1. In **App Launcher**, search for Omniscripts.
2. In the **Omniscripts** list, select the OmniScript that was mentioned in the error message.
3. Click **Deactivate Version**. After the OmniScript is deactivated, click **Done**.
4. Click **Activate Version**. After the OmniScript is activated, click **Done**.

## No Premises Displayed During Submit Meter Flow

Solution: Manually run the Data Mapper VPLGetAccountPremisesDetails.

1. In the App Launcher, search for OmniStudio Data Mappers.
2. In the **OmniStudio Data Mappers** list, click **VPLGetAccountPremisesDetails**.
3. To manually run the Data Mapper in your org, follow the steps in [Test a Data Mapper Extract](https://help.salesforce.com/s/articleView?id=xcloud.os_test_a_dataraptor_extract_46166.htm&type=5&language=en_US).

## Resolve Attribute Access Errors on the Self-Service Portal

If you see an error message in the notification Preference page on the self-service portal while accessing attributes, resolve the issue by creating and assigning a permission set to the community user.

This error typically occurs when accessing objects such as vlocity\_cmt\_\_Attribute\_\_c, vlocity\_cmt\_\_AttributeAssignment\_\_c, vlocity\_cmt\_\_AttributeCategory\_\_c, vlocity\_cmt\_\_ObjectClass\_\_c, vlocity\_cmt\_\_ObjectFieldAttribute\_\_c.

1. Create a permission set.
    
    See [Create Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&language=en_US).
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-energy_utilities-264-0-0-production-enus/520849e5-9b41-4bae-b97b-d269cc2fce83/images/icon_note.png)
    
    Note Make sure to select **Customer Community** for license.
2. On the Permission Sets page, click **Object Settings**.
3. Provide the **Read**, **Create**, and **Edit** access to these objects.
    
    - vlocity\_cmt\_\_Attribute\_\_c
    - vlocity\_cmt\_\_AttributeAssignment\_\_c
    - vlocity\_cmt\_\_ObjectFieldAttribute\_\_c
4. Provide the **Read** access to these objects.
    
    - vlocity\_cmt\_\_AttributeCategory\_\_c
    - vlocity\_cmt\_\_ObjectClass\_\_c
5. Save your changes.
6. Assign the permission sets to the customer community user.
    
    See [Manage Permission Set Assignments](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&language=en_US).