---
title: "Troubleshooting Blank Screen Issue in BigPicture/BigGantt During Jira User Impersonation"
canonical: "https://support.appfire.com/space/SUPPORT/3554083128/Troubleshooting%20Blank%20Screen%20Issue%20in%20BigPicture%2FBigGantt%20During%20Jira%20User%20Impersonation"
format: markdown
---
This article addresses an issue where administrators encounter a blank screen when attempting to access BigPicture/BigGantt while using the Jira "Log in as user" functionality. This issue can occur even if the impersonated user has the correct permissions and can access the tool normally when logged in directly.

## Use Case: Blank Screen During User Impersonation

Administrators using the "Log in as user" feature in Jira User Management find that the BigPicture interface fails to load, resulting in a blank screen.

### Symptoms

- The BigPicture/BigGantt interface does not load.
- A blank screen is displayed instead of the tool or a "no access" message.
- The issue persists across different browsers and incognito mode.
- The affected users can access the tool without issues when logging in with their own credentials.

### Troubleshooting Steps

If you encounter this behavior, follow these steps to identify and resolve the underlying cause:

1. **Verify User Permissions:**
  - Ensure the user has the `BROWSE_PROJECTS` permission for the relevant projects.
  - Confirm the user is part of the necessary groups (e.g., `jira-software-users`) and has been granted access within the BigPicture App Configuration.
2. **Check App User Synchronization:**
  - Navigate to **BigPicture Configuration** > **App Users** > **Users**.
  - Manually add the affected users to the list if they are missing.
3. **Run Integrity Checker:**
  - Go to **BigPicture Configuration** > **Advanced** tab.
  - Click on **Fix Integrity Checker Errors**. This can resolve underlying data inconsistencies that prevent the interface from loading during impersonation.
4. **Verify Security Settings:**
  - Check the **Security** settings within BigPicture for the specific users to ensure no restrictions are blocking their access profile.

### Related Information

If the steps above do not resolve the issue, it is recommended to generate a HAR file and Console logs while reproducing the issue in an incognito tab to provide to support for further analysis.

**Note:** This issue was identified in BigPicture/BigGantt Cloud environments.