Ensure the connection/user is added to the team that contains the required asset(s) and also check that the asset in is configured against the correct team. You should also confirm if the user should or should not have access to that particular team.
The below will explain how to troubleshoot the issue:
myINTERACT
To assign an asset to a team click here.
To assign a connection to a team click here.
To assign an asset to a single connection click here.
To ensure that the asset is configured for the required devices see below:
NOTE: the user must be registered before trying to assign an asset to a single user.
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