Why Custom Dashboard Is Locked or Unavailable

Custom Dashboard is an add on module. When it is not included for your account, Custom Dashboard still appears in the menu under Analytics, but it is greyed out with a padlock icon next to it and cannot be opened. That is a subscription and configuration question, not a permission question: no amount of user group editing will unlock it, which is why administrators who already have every permission still cannot get in.

Short version. If the regular dashboards open but Custom Dashboard is locked, the module is not included for your account and your Fleet Success Manager can review options. If Custom Dashboard opens but you cannot see or change anything, that is user group permissions.

What the Padlock Icon Means

Fleet360 shows a padlock next to a menu item when the module behind it is not part of your account’s configuration. For Custom Dashboard that means the Custom Dashboard module has not been enabled for your organization. In that state:

  • The menu item is visible but greyed out, with the padlock icon beside it

  • Opening the Custom Dashboard address directly does not work either; Fleet360 sends you to the unauthorized page

  • The regular dashboards, such as Main Dashboard and Fuel Dashboard, are unaffected. They belong to the Dashboards module, so they keep working while Custom Dashboard stays locked

Only your Fleet Success Manager or RTA can change which modules are included for your account. There is no setting inside Fleet360, and no user group option, that turns the module on.

Permissions Versus What Is Included in Your Account

Two separate things have to line up before someone can use Custom Dashboard, and they are checked in this order:

Layer

What it controls

Who changes it

Module availability

Whether Custom Dashboard exists for your organization at all. If it is not included, the menu item is locked for everyone, including administrators

Your Fleet Success Manager or RTA

User group permissions

What a user can do once the module is available: view, create, edit, delete or administer custom dashboards

Your Fleet360 administrator, in User Groups

Permissions only ever narrow access to something you already have. Granting View Custom Dashboard to a group does not make a locked module available, and a user with full administrative permissions still sees the padlock if the module is not included.

Once the module is available, these are the Custom Dashboard permissions in a user group:

  • View Custom Dashboard: open Custom Dashboard, read only

  • Create Custom Dashboard: build a new custom dashboard layout

  • Edit Custom Dashboard: change an existing layout, including the Custom button on the screen

  • Delete Custom Dashboard: remove a layout

  • Admin Custom Dashboard: build and edit layouts for any user group, not only the groups you belong to

Access Dashboards is a different permission and controls the standard dashboards, not Custom Dashboard. A user can have one without the other. See User Permission Definitions Chart and User Groups Access Charts.

What to Check, in Order

  1. Is there a padlock next to Custom Dashboard in the Analytics menu? If yes, stop here. The module is not included for your account and nothing inside Fleet360 will change that. Contact your Fleet Success Manager.

  2. Do the regular dashboards open? If Main Dashboard and the other dashboards work but Custom Dashboard is locked, that confirms the same thing: the dashboards you have are included, Custom Dashboard is not.

  3. Is Custom Dashboard missing from the menu entirely, for everyone? Check whether the menu has been customized for your organization and whether the user has the View Custom Dashboard permission.

  4. Does Custom Dashboard open, but the screen is empty or the Custom button is greyed out? That is permissions and setup, not the module. Review the user’s user group permissions above, and confirm a layout has been saved for the user group the user is in.

  5. Is the user looking at the right facility and group? The facility selector at the top of the screen filters the widget data, and layouts are saved per user group, so a user in a group with no saved layout sees an empty Custom Dashboard even though a colleague in another group sees widgets.

Who Can Help

  • You want the Custom Dashboard module added: your Fleet Success Manager can review the options for your account. RTA Support cannot enable a module that is not part of your subscription.

  • The module is included but a user still cannot get in: your Fleet360 administrator can adjust the user group permissions, and RTA Support can help work out which layer is blocking the user.

For building and editing layouts once access is in place, see Custom Dashboard.

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