Troubleshooting
Troubleshooting
Section titled “Troubleshooting”Find solutions to common issues and problems in NEURO.
Login Issues
Section titled “Login Issues”Can’t log in
Section titled “Can’t log in”Symptoms: Login fails, error message displayed
Solutions:
- Verify email address is correct
- Check password (case-sensitive)
- Try password reset
- Clear browser cookies
- Check if account is active
2FA code not working
Section titled “2FA code not working”Symptoms: Authenticator code rejected
Solutions:
- Check device time is accurate
- Wait for next code cycle
- Use backup code
- Contact admin for MFA reset
Account locked
Section titled “Account locked”Symptoms: “Account locked” message
Solutions:
- Wait 15-30 minutes
- Contact administrator
- Password reset may unlock
Performance Issues
Section titled “Performance Issues”Pages loading slowly
Section titled “Pages loading slowly”Solutions:
- Check internet connection speed
- Clear browser cache
- Disable browser extensions
- Try incognito/private mode
- Try a different browser
Browser freezing
Section titled “Browser freezing”Solutions:
- Close other tabs
- Clear browser cache
- Increase device memory
- Use smaller data sets
- Update browser
Data Issues
Section titled “Data Issues”Missing projects
Section titled “Missing projects”Possible causes:
- Not assigned to project
- Project archived
- Filter hiding project
- Insufficient permissions
Solutions:
- Clear filters
- Check “Show Archived”
- Contact project lead
- Verify your role
Missing findings
Section titled “Missing findings”Possible causes:
- Filter applied
- Finding deleted
- Wrong project selected
Solutions:
- Clear all filters
- Search for finding
- Check activity log
- Ask team member
Data not saving
Section titled “Data not saving”Symptoms: Changes don’t persist
Solutions:
- Check internet connection
- Wait and retry
- Refresh page
- Check for error messages
- Copy data before refreshing
Import Issues
Section titled “Import Issues”Nmap import failing
Section titled “Nmap import failing”Common errors:
- “Invalid XML” - Ensure
-oXformat - “File too large” - Split scan
- “No hosts found” - Check scan results
Solutions:
- Verify Nmap XML format
- Check file isn’t corrupted
- Ensure hosts were discovered
- Try smaller file
Nessus import failing
Section titled “Nessus import failing”Solutions:
- Use .nessus format (not PDF)
- Re-export from Nessus
- Check file size limits
- Verify scan contains data
Burp import failing
Section titled “Burp import failing”Solutions:
- Export as XML (not HTML)
- Include issue details
- Check file format
- Try exporting fewer issues
Report Issues
Section titled “Report Issues”Report generation fails
Section titled “Report generation fails”Possible causes:
- No findings to include
- Template error
- Server timeout
Solutions:
- Verify project has findings
- Check finding severity filter
- Try default template
- Contact support
Report missing content
Section titled “Report missing content”Solutions:
- Verify findings are complete
- Check template variables
- Review report settings
- Ensure assets linked
Report formatting issues
Section titled “Report formatting issues”Solutions:
- Use default template
- Check custom template syntax
- Open in Microsoft Word
- Verify image sizes
Notification Issues
Section titled “Notification Issues”Not receiving notifications
Section titled “Not receiving notifications”Check:
- Notification settings enabled
- Email not in spam
- Correct email address
- Browser notifications allowed
Too many notifications
Section titled “Too many notifications”Solutions:
- Adjust notification preferences
- Unwatch items
- Set up daily digest
- Configure quiet hours
Chat Issues
Section titled “Chat Issues”Messages not sending
Section titled “Messages not sending”Solutions:
- Check internet connection
- Refresh the page
- Try shorter message
- Check for file size limits
Can’t see chat rooms
Section titled “Can’t see chat rooms”Solutions:
- Verify you’re added to project
- Check chat permissions
- Refresh chat panel
- Log out and back in
Integration Issues
Section titled “Integration Issues”API errors
Section titled “API errors”401 Unauthorized:
- Token expired or invalid
- Regenerate token
403 Forbidden:
- Insufficient scopes
- Check token permissions
429 Rate Limited:
- Too many requests
- Wait and retry
- Reduce request frequency
500 Server Error:
- Server issue
- Retry later
- Contact support
Webhook not firing
Section titled “Webhook not firing”Check:
- Webhook URL accessible
- SSL certificate valid
- Correct events selected
- Server returns 200
Browser-Specific Issues
Section titled “Browser-Specific Issues”Chrome issues
Section titled “Chrome issues”- Clear cache: Settings → Privacy → Clear browsing data
- Disable extensions one by one
- Update Chrome
Firefox issues
Section titled “Firefox issues”- Clear cache: Settings → Privacy → Clear Data
- Check Enhanced Tracking Protection
- Update Firefox
Safari issues
Section titled “Safari issues”- Enable JavaScript
- Clear website data
- Disable content blockers
Mobile Issues
Section titled “Mobile Issues”Interface not responsive
Section titled “Interface not responsive”Solutions:
- Rotate device
- Refresh page
- Use desktop mode
- Try different browser
Touch not working
Section titled “Touch not working”Solutions:
- Clear browser cache
- Restart browser
- Check for updates
Getting More Help
Section titled “Getting More Help”Before Contacting Support
Section titled “Before Contacting Support”Gather this information:
- Browser and version
- Operating system
- Error messages (screenshot)
- Steps to reproduce
- Time issue occurred
Contact Support
Section titled “Contact Support”Email: support@nforged.com
Include:
- Account email
- Description of issue
- Screenshots if applicable
- Browser/device info
Emergency Issues
Section titled “Emergency Issues”For security incidents or critical outages:
- emergency@nforged.com
- Available 24/7
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