Troubleshooting NavVis IVION 403 Error Messages and User Permissions

Introduction

Use this guide when NavVis IVION displays a 403 error during login, site navigation, Mark & Measure, exports, draft creation, or downloads. By the end, you'll know how to identify the likely cause and resolve the error, or what details NavVis Support needs to help.

NavVis IVION can display one of the following error messages:

• Network request failed: Forbidden (403)

• Network request failed: OK (403) Access is denied

• Network request failed: OK (403) Entity belongs to a different site

Scope: NavVis IVION, all versions.

Troubleshooting procedure

Work through the following steps in order. Start with the most common causes and move to more specific scenarios.

1. Verify your user permissions

1. Ask your instance administrator to confirm your user group assignment (Global Admin, Site Admin, Editor, or Viewer).

2. Confirm that your user group has the required permissions for the action you are trying to perform. For example, Viewer users cannot export measurements as CSV, and Editor users need specific site-level permissions to create drafts.

3. If your permissions are correct, go to step 2.

Tip: If you are an Editor and the 403 error appears when you navigate between sites, ask your Global Admin to verify that your user group has the correct site-level read and write permissions for each affected site.

2. Check your authentication session

1. Log out of NavVis IVION.

2. Clear your browser cache and cookies.

3. Log in again.

4. If the error persists, open a private or incognito browser window and log in to your instance.

5. If the error does not appear in the private window, a browser extension or cached token may be the cause. Disable browser extensions one at a time and test again.

3. Check your browser and network connection

1. Use a supported browser (Google Chrome, Microsoft Edge, Apple Safari, or Mozilla Firefox) with the latest version.

2. Test your internet connection speed at fast.com.

3. If you are using a VPN, disconnect it temporarily and try again.

4. If you are behind a corporate firewall, contact your IT department to confirm that all connections to your NavVis IVION instance are allowed.

4. Check for site-specific issues

If the error message includes Entity belongs to a different site:

1. Close all open NavVis IVION browser tabs.

2. Open a new browser tab and go directly to the affected site.

3. If the error persists, contact your instance administrator to verify that the site data is consistent and that no entities (measurements, POIs, or datasets) have been moved between sites.

5. Check for download timeout issues

If the 403 error appears during a bundle download:

1. Confirm that your browser tab stays open and your computer does not enter sleep mode during the download.

2. For large bundles, downloads that exceed 30 minutes may fail with a 403 error because the download URL expires. Try downloading smaller bundles or contact NavVis Support for assistance.

6. Check CORS settings (custom applications only)

If you are embedding NavVis IVION in a custom application:

1. Log in to your NavVis IVION instance as a Global Admin.

2. Go to Instance Settings > Instance Configuration.

3. Scroll to the CORS (cross-origin resource sharing) section.

4. Enter the domain of your custom application. Include the protocol (https://) and the exact host. If you use a non-standard port, include it.

5. Save the settings and reload your custom application.

7. Check for concurrent user load issues

If the 403 error appears intermittently when many users access the instance at the same time (for example, during draft creation):

1. Note the approximate number of concurrent users and the specific action that triggers the error.

2. Retry the action after a few seconds. The error may resolve on its own.

3. If the error persists under load, contact NavVis Support with the details.

Further support

If the error persists after you complete the previous steps, contact NavVis Support at support@navvis.com. Include the following information:

• Your NavVis IVION version (go to the menu icon > About).

• The exact error message.

• The action you were performing when the error appeared.

• Your user role (Global Admin, Site Admin, Editor, or Viewer).

• Screenshots or browser console logs, if available.