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Solutions for the most common issues encountered in Regentra. If your problem is not listed here, contact support at support@regentra.io or ask in Discord.
The sidebar navigation caches the framework list. After adopting a new compliance framework, refresh the page or click away and back to the compliance section. The framework will appear in the sidebar after the page reloads.
This is a known issue when filters are applied and then modified without clearing. Clear all filters first, then reapply the ones you need. The board view will reload with the correct results.
SLA timers run only during configured business hours. If your business hours or timezone are misconfigured, the SLA calculation may not match your expectations. Verify your business hours in PSA → SLA Policies → [policy name] and check the timezone in Settings → Organization → Timezone.
If you have both the Entra ID and Level.io RMM integrations enabled, devices may temporarily appear as duplicates after the first sync. Regentra deduplicates by matching serial number and hostname. Duplicates are merged automatically on the next sync cycle (every 6 hours), or you can trigger a manual sync from Settings → Integrations.
Verify your email configuration in Settings → Organization → Email. Regentra requires either Azure Communication Services or Microsoft Graph to be configured for outbound email. Send a test email from the settings page to confirm delivery. If using Microsoft Graph, ensure the Entra ID integration has mail send permissions.
If the portal is on a custom domain, verify that the DNS CNAME record is correctly pointing to the Regentra portal endpoint. DNS propagation can take up to 48 hours. Check the domain status in Settings → Portal → Custom Domain. If using Entra SSO for the portal, confirm that admin consent has been granted in the client’s Azure AD tenant.
TOTP codes are time-based and require your authenticator app’s clock to be accurate. Ensure your device’s clock is synced with an NTP server (most devices do this automatically). If the code is still rejected, try generating a new QR code from Settings → Security → MFA and re-registering in your authenticator app.
Invoices only include time entries that are both approved and billable. If your invoice total is $0, check that:
  1. Time entries are marked as billable (not non-billable)
  2. Time entries have been submitted and approved (not still in Draft or Submitted status)
  3. The invoice date range covers the period when the time was logged

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Frequently asked questions

Answers to common questions about Regentra features, security, and billing.

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