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Erika_Antkowiak
Adobe Champion
Erika_AntkowiakAdobe Champion
Adobe Champion
April 13, 2026
Solved

Editing Proof User Type

  • April 13, 2026
  • 2 replies
  • 54 views

Hi team, 

We recently had a member of our team change her last name and she is now unable to create a proof out of documents uploaded in Workfront. She recieves the following error message, “Failed to generate proof - Unable to log into ProofHQ.” When I checked her proof profile I noticed her proof user type is now listed “guest.” Is there a way to edit the proof user type or has anyone found a solution to this issue?

Note: We do utilize SSO, and the name change has been made to our directory.

Best,

E

    Best answer by Erika_Antkowiak

    Hi team, 

    I’m posting the solution we were given via Workfront Support. We were told that the proof user permissions had gotten desynced for some reason - our guess is the combination of the name change and that we use SSO (single sign-on). As a result, the user was showing up as a “guest” account instead of a “user” account in proofing. The support team had to refresh the proofing account of the user and it is now working as expected. 

     

    Best,

    E

    2 replies

    S
    Adobe Support
    StutiTiAdobe Support
    Adobe Support
    April 13, 2026

    Hey ​@Erika_Antkowiak , This is something we’ve seen happen occasionally, especially when user attributes (like name or email) are updated via SSO or directly in Workfront.

    What typically happens is that the synchronization between Workfront and Workfront Proof doesn’t always fully carry over those updates. As a result, the user’s Proof profile may unintentionally get downgraded to a “Guest” or, in some cases, may even become deactivated.

    Do you mind trying to manually convert her Proof profile back to a licensed user:

    1. Go to Contacts in Workfront Proof
    2. Search for the user.
    3. Click the More (⋯) option next to her name and select Convert to user
    4. Assign the appropriate permission profile (e.g., Manager, Supervisor, etc.)
    5. Save the changes

    Once converted, she should be able to create proofs again. Hope this helps.

    Erika_Antkowiak
    Adobe Champion
    Erika_AntkowiakAdobe ChampionAuthor
    Adobe Champion
    April 13, 2026

    Hi ​@StutiTi! Thanks for the explanation. I am able to locate the user in the proofing tools contacts section, but when I select the More(...) option next to her name I am not given the option to Convert to User. Is there an alternative way to convert?

    Best,

    E

    S
    Adobe Support
    StutiTiAdobe Support
    Adobe Support
    April 14, 2026

    Hi ​@Erika_Antkowiak , In this case, you can try updating the user’s Proof permission profile directly from the Workfront user profile instead of converting from the Proofing Contacts section. Once you update the permission level there, allow some time for the sync between Workfront and Proof to complete.

    If the user isn’t converted after that, could you please log a support ticket with us? We can then review it from the backend and assist with the sync.

    Let me know how it goes!

    Erika_Antkowiak
    Adobe Champion
    Erika_AntkowiakAdobe ChampionAuthorAccepted solution
    Adobe Champion
    April 15, 2026

    Hi team, 

    I’m posting the solution we were given via Workfront Support. We were told that the proof user permissions had gotten desynced for some reason - our guess is the combination of the name change and that we use SSO (single sign-on). As a result, the user was showing up as a “guest” account instead of a “user” account in proofing. The support team had to refresh the proofing account of the user and it is now working as expected. 

     

    Best,

    E

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