Troubleshooting Guide
Troubleshooting
Symptoms, likely causes and resolutions for common issues.
Authentication & Access
| Symptom | Likely cause | Resolution |
|---|
| Cannot log in | Wrong credentials / locked account | Verify email & password; if locked, wait 15 min or reset password. |
| OTP never arrives | Email delivery / wrong address | Check spam, confirm profile email, use Resend OTP. |
| "Read-only" everywhere | Trial expired or Read Only role | Activate a paid plan, or ask an Admin to change your role. |
| Action denied (403) | Insufficient role | Action needs Admin or Penetration Tester; request an elevated role. |
Entitlements & Limits
| Symptom | Likely cause | Resolution |
|---|
| "Limit reached" | Plan limit hit | Upgrade plan or remove unused users/customers/applications. |
| Feature hidden/blocked | Missing entitlement | Feature requires a higher plan (e.g. integrations, API, audit logs). |
| Payment not reflected | Webhook delay | Wait briefly; re-verify from Billing; contact support if it persists. |
Integrations & Synchronization
| Symptom | Likely cause | Resolution |
|---|
| Integration test fails | Bad URL/creds or unreachable host | Re-check base URL & credentials; ensure the host is reachable and not an internal address. |
| Scan import empty | Scan incomplete / mapping | Poll status until complete; verify field mapping. |
| Jira push fails | No active Jira integration / already linked | Connect an active Jira integration; if already linked, use Sync instead of Push. |
Reporting & Findings
| Symptom | Likely cause | Resolution |
|---|
| Report generation fails | No findings / missing fields / report limit | Add findings, complete required fields, check monthly report limit. |
| Severity not changing | No CVSS score | Enter a valid CVSS score so severity auto-derives. |
| Upload rejected | Disallowed type / oversize | Use an allowed file type within the size limit (magic-byte validated). |
Dashboard & Performance
| Symptom | Likely cause | Resolution |
|---|
| Dashboard not updating | Stale cache / filter | Refresh, adjust the time-period filter, re-login if needed. |
| Blank widgets | No data in range | Widen the time period; confirm data exists for the org. |
| Slow performance | Large result sets / network | Filter lists, narrow date ranges, check your connection. |
Still stuck? Capture the page URL, the action you took, and any on-screen error, then contact your IEFYX representative. Admins can also review Settings → Audit Logs for the corresponding event.