Documentation
Common Issues & Solutions
Troubleshoot the most frequently encountered problems with PolicyCortex platform
Critical IssuesPerformanceStep-by-StepQuick Resolution
Quick Navigation
Cloud Provider Connection Failed
HIGHUnable to connect to AWS, Azure, or GCP accounts
Slow Policy Scans
MEDIUMResource scans taking longer than expected
Policy Evaluation Errors
HIGHPolicies failing to execute or returning incorrect results
Authentication Problems
HIGHUnable to login or access the platform
Dashboard Not Loading
MEDIUMDashboard components failing to load or display data
API Rate Limiting
MEDIUMAPI requests being throttled or rejected
Cloud Provider Connection Failed
HIGH PRIORITYUnable to connect to AWS, Azure, or GCP accounts
⚠️ Symptoms
- •Error: "Invalid credentials" in integration setup
- •Timeout errors during resource scanning
- •Intermittent connection drops
🔧 Solutions
Verify Credentials
- 1Check API key format and expiration
- 2Ensure proper IAM permissions are assigned
- 3Test credentials using cloud CLI tools
- 4Verify region settings match your resources
Network Configuration
- 1Check firewall rules and security groups
- 2Verify VPC/VNet peering if using private networks
- 3Ensure PolicyCortex IP ranges are whitelisted
- 4Test connectivity using network diagnostics
📚 Related Documentation
Slow Policy Scans
MEDIUM PRIORITYResource scans taking longer than expected
⚠️ Symptoms
- •Scans timing out after 30+ minutes
- •Large resource counts causing delays
- •Memory usage spikes during scans
🔧 Solutions
Optimize Scan Configuration
- 1Enable parallel scanning for large accounts
- 2Configure resource filters to exclude non-critical assets
- 3Adjust scan timeouts in platform settings
- 4Schedule scans during off-peak hours
Resource Management
- 1Increase scan worker memory allocation
- 2Use incremental scanning for large environments
- 3Configure regional scanning to reduce scope
- 4Archive unused resources to improve performance
📚 Related Documentation
Policy Evaluation Errors
HIGH PRIORITYPolicies failing to execute or returning incorrect results
⚠️ Symptoms
- •Syntax errors in policy code
- •Unexpected policy results
- •Policies not triggering when they should
🔧 Solutions
Policy Validation
- 1Use the policy validator in the editor
- 2Check JSON/YAML syntax for formatting errors
- 3Verify field names match resource schemas
- 4Test policies in sandbox mode before deployment
Debugging Techniques
- 1Enable detailed logging for policy execution
- 2Use the policy debugger to trace execution
- 3Compare against working policy templates
- 4Check for resource type compatibility
📚 Related Documentation
Authentication Problems
HIGH PRIORITYUnable to login or access the platform
⚠️ Symptoms
- •Invalid username/password errors
- •SSO authentication failures
- •Session timeouts
- •Permission denied errors
🔧 Solutions
Account Recovery
- 1Use the password reset feature
- 2Verify email address is correct
- 3Check spam folder for reset emails
- 4Contact admin to unlock account if needed
SSO Configuration
- 1Verify SAML/OIDC settings with IT team
- 2Check identity provider certificates
- 3Ensure user exists in both systems
- 4Test SSO configuration in staging environment
📚 Related Documentation
Dashboard Not Loading
MEDIUM PRIORITYDashboard components failing to load or display data
⚠️ Symptoms
- •Blank or partially loaded dashboards
- •Error messages in dashboard widgets
- •Slow loading times
- •Missing charts or data visualizations
🔧 Solutions
Browser Issues
- 1Clear browser cache and cookies
- 2Disable browser extensions temporarily
- 3Try a different browser or incognito mode
- 4Check browser console for JavaScript errors
Data Refresh
- 1Force refresh dashboard data
- 2Check if recent scans completed successfully
- 3Verify data permissions for your role
- 4Contact admin if data appears corrupted
📚 Related Documentation
API Rate Limiting
MEDIUM PRIORITYAPI requests being throttled or rejected
⚠️ Symptoms
- •HTTP 429 "Too Many Requests" errors
- •Intermittent API failures
- •Slow API response times
- •Integration timeouts
🔧 Solutions
Request Optimization
- 1Implement exponential backoff in API clients
- 2Reduce request frequency where possible
- 3Use bulk operations instead of individual calls
- 4Cache responses to avoid redundant requests
Rate Limit Management
- 1Monitor current rate limit usage
- 2Upgrade to higher tier plan if needed
- 3Distribute requests across multiple time windows
- 4Contact support for temporary limit increases
📚 Related Documentation
Still Need Help?
If you can't find a solution to your problem, our support team is here to help.