Troubleshooting

Solutions for common CyberOrigen issues.

Login Issues

Can't Log In

Symptoms:

• Login button doesn't respond
• "Invalid credentials" error
• Stuck on login page

Solutions:

1. Verify credentials

   • Email is case-insensitive
   • Password is case-sensitive
   • No leading/trailing spaces

2. Clear browser data

   Chrome: Settings → Privacy → Clear browsing data
   Firefox: Settings → Privacy → Clear Data
   Safari: Preferences → Privacy → Manage Website Data

3. Try incognito/private window

4. Check for account lockout

   • 5 failed attempts trigger lockout
   • Wait 15 minutes or contact support

5. Reset password

   • Click "Forgot Password"
   • Check email (including spam)
   • Follow reset link

MFA Issues

Symptoms:

• MFA code rejected
• Can't access authenticator app
• Lost backup codes

Solutions:

1. Code timing

   • Codes expire every 30 seconds
   • Ensure device time is synchronized
   • Try the next code

2. Wrong authenticator

   • Verify you're using the correct app
   • Check you're looking at CyberOrigen entry

3. Use backup codes

   • Enter a backup code instead
   • Each code works once

4. Lost all access

   • Contact [email protected]
   • Verify identity through alternative means
   • Support can reset MFA

Session Expired

Symptoms:

• Logged out unexpectedly
• "Session expired" message

Solutions:

1. Re-authenticate

   • Simply log in again

2. Check session settings

   • Settings → Security → Session Timeout
   • Extend timeout if needed

3. Check for multiple sessions

   • Settings → Security → Active Sessions
   • Revoke suspicious sessions

Scanning Issues

Scan Won't Start

Symptoms:

• "Start Scan" button disabled
• Error on scan submission
• Scan stuck in "Pending"

Solutions:

1. Check target format

   • Valid: example.com, 192.168.1.1, 10.0.0.0/24
   • Invalid: http://example.com, example.com/page

2. Verify quota

   • Check remaining scans in Billing
   • Purchase credits if needed

3. Confirm authorization

   • Complete the authorization attestation
   • You must own/have permission for the target

4. Check target accessibility

   • Target must be reachable from internet
   • Internal-only targets require different approach

Scan Fails or Times Out

Symptoms:

• Scan ends with error
• "Scan timed out" message
• Incomplete results

Solutions:

1. Target blocking

   • Some targets block scanning
   • Check if WAF is blocking requests
   • Whitelist scanner IPs if possible

2. Large target scope

   • Break into smaller scans
   • Use specific ports instead of "all"

3. Network issues

   • Target may be intermittently available
   • Retry during off-peak hours

4. Contact support

   • Provide scan ID
   • Include error messages

Missing Vulnerabilities

Symptoms:

• Known vulnerability not found
• Fewer results than expected

Solutions:

1. Scan type

   • Quick scans check fewer items
   • Run a Full Scan for comprehensive coverage

2. Target scope

   • Ensure all subdomains included
   • Check port coverage

3. Authenticated vs unauthenticated

   • Some vulns require authentication
   • Configure credentials for deeper scanning

4. Check findings filters

   • Verify severity filters include Low/Info
   • Check status filters

Compliance Issues

Compliance Score Not Updating

Symptoms:

• Score stuck at old value
• Recent changes not reflected

Solutions:

1. Allow processing time

   • Scores recalculate periodically
   • Wait a few minutes

2. Check control status

   • Ensure controls are marked correctly
   • Verify implementation status

3. Link evidence

   • Controls without evidence may not count
   • Upload or link required evidence

4. Refresh the page

   • Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)

Evidence Upload Fails

Symptoms:

• Upload stuck or fails
• "File rejected" error

Solutions:

1. Check file size

   • Maximum: 50 MB
   • Compress large files

2. Check file type

   • Supported: PDF, DOCX, XLSX, PNG, JPG, TXT, LOG, JSON, YAML
   • Convert unsupported formats

3. Check file contents

   • Files are scanned for malware
   • Quarantined files cannot be used

4. Try different browser

   • Clear cache and retry
   • Use Chrome for best compatibility

Control Mapping Incorrect

Symptoms:

• Wrong framework mapping
• Missing cross-references

Solutions:

1. Check control library

   • Verify correct control selected
   • Check control ID matches

2. Custom controls

   • Custom controls need manual mapping
   • Use edit to add mappings

Notification Issues

Not Receiving Emails

Symptoms:

• Missing scan notifications
• No alert emails

Solutions:

1. Check spam/junk folder

   • Add [email protected] to contacts

2. Verify email address

   • Settings → Profile
   • Confirm email is correct

3. Check notification settings

   • Settings → Notifications
   • Enable desired notifications

4. Check email filters

   • Corporate filters may block
   • Whitelist cyberorigen.com domain

Slack Notifications Not Working

Symptoms:

• No messages in Slack channel
• Integration appears broken

Solutions:

1. Re-authorize integration

   • Settings → Integrations → Slack
   • Click Reconnect

2. Check channel permissions

   • Bot must be added to channel
   • Invite @CyberOrigen to channel

3. Verify event types

   • Check which events are enabled
   • Enable desired notification types

4. Test the integration

   • Use Send Test Notification
   • Check for error messages

Performance Issues

Slow Page Loading

Symptoms:

• Pages take long to load
• Spinning indicators

Solutions:

1. Check internet connection

   • Run speed test
   • Try different network

2. Clear browser cache

   • Remove cached files
   • Restart browser

3. Disable extensions

   • Ad blockers can interfere
   • Try incognito mode

4. Check system status

   • Visit status.cyberorigen.com
   • Check for known issues

Dashboard Not Updating

Symptoms:

• Stale data displayed
• Metrics seem frozen

Solutions:

1. Refresh the page

   • Hard refresh: Ctrl+Shift+R

2. Check data source

   • Verify recent scans completed
   • Check for processing lag

3. Clear browser storage

   • Clear local storage
   • Clear session storage

API Issues

API Requests Failing

Symptoms:

• 401 Unauthorized errors
• 429 Rate Limited errors

Solutions:

1. Check authentication

   • Verify API key is valid
   • Check key hasn't expired
   • Include Authorization: Bearer <key> header

2. Check rate limits

   • Review your plan's limits
   • Wait for limit reset
   • Implement backoff

3. Verify endpoint

   • Use correct base URL
   • Check API documentation

Webhook Not Receiving

Symptoms:

• No webhook deliveries
• Missing events

Solutions:

1. Verify endpoint

   • Endpoint must be HTTPS
   • Endpoint must return 2xx status

2. Check firewall

   • Allow CyberOrigen IPs
   • Check for corporate blocking

3. Review webhook logs

   • Settings → Integrations → Webhooks
   • Check delivery status

Getting More Help

If these solutions don't resolve your issue:

1. Gather information

   • Screenshots of errors
   • Browser console logs (F12 → Console)
   • Steps to reproduce

2. Contact support

   • Slack: AI assistance 24/7
   • Email: [email protected]
   • Include all relevant details

3. Check status page

   • status.cyberorigen.com
   • Subscribe to updates