Unable to Retrieve User and Session Details via SOAP API Despite Admin Access

Venkatesh Kadiyala

Hi Team,

I’ve created a Panopto user with a password and granted it admin permissions. When I use this user to authenticate against the SOAP APIs, the authentication works successfully using LogOnWithPassword.

However, when I try to retrieve user details using GetUserByKey, the API returns an object with all fields as None (like UserId, Email, UserKey, etc.).

Additionally, when I call GetSessionsList using this authenticated user context, I get a response with:

{ "Results": None, "TotalNumberResults": 0 }

Even though this user has admin access and should have visibility to all sessions, no data is returned.

Here’s a snippet of what I’m doing (using Python zeep + HTTPBasicAuth):

user = user_client.service.GetUserByKey("[email protected]")

print(user)

Response:

{  'Email': None,  'UserId': None,  'SystemRole': None,  ...}

I’ve confirmed that the user exists in the Panopto UI and has system administrator privileges.

Questions:

1. Is there anything additional needed for SOAP API access beyond admin permissions?
2. Is GetUserByKey supported for basic-auth users created manually?
3. Are there special roles or directory configuration steps needed for SOAP visibility?

Any help would be appreciated.

Thanks!

Aishwarya Harpale

Hello Venkatesh,

1. No you do not need anything special. However, the user key you are providing is incorrect. It should be IDProviderName\[email protected]
2. GetUserByKey can be used by an admin to get information about any user or by basic-auth users to get information about themselves.
3. You do not need special roles or directory configuration, the admin role should do the job. However, you need to make sure you get your SOAP parameters right.

I am not sure about the exact request structure you are using or the exact Python code you are using to try and achieve this but here is a link to a similar forum post where they have included details of an exact Postman request. I hope you are able to replicate the SOAP call using this information https://community.panopto.com/discussion/comment/3990#Comment_3990

Please let us know about your results!

Regards,

Aishwarya