If the user is not able to access certificates/documents in Sinequa or if the user's access is fine & still the user reports that he/she is unable to access Sinequa please provide the user with the below work around,
"The access seems to be fine.
The case is that when a document is not public, even people that has access to the document must include the login at least once, then the browse will record it and make the connection every time a new document is required.
Hence we request you to login once and check if you are able to access the certificates.
Could you please check and confirm us on the same so that we can close this case?"
Reference Ticket: https://sbs-support.solvay.com/helpdesk/tickets/3195692