Troubleshooting Guide

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Common Setup Issues

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Account Connection Problems

• Error messages when trying to connect AWS account
• CloudFormation stack deployment failures
• Permission denied errors

aws sts get-caller-identity

• Ensure you’re logged in with the correct AWS account
• Verify that your AWS credentials have sufficient permissions

• Ensure your AWS user has permissions to create IAM roles
• Verify CloudFormation permissions
• Check for any service control policies (SCPs) that might block access

• Download the latest CloudFormation template from Cloudnosys
• Ensure the template is valid and complete
• Check for any region-specific restrictions

• Verify internet connectivity
• Check for firewall restrictions
• Ensure AWS endpoints are accessible

• OAuth authentication failures
• Permission denied errors
• Service account creation issues

• Ensure you’re logged in with the correct Google account
• Verify that the account has access to the GCP projects
• Check for any organizational policies that might restrict access

• Ensure the account has necessary IAM permissions
• Verify project access permissions
• Check for any organization policies that might block access

• Clear browser cache and cookies
• Try using an incognito/private browser window
• Ensure pop-up blockers are disabled

• Verify that service accounts can be created
• Check for any quota limits
• Ensure proper project permissions

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Permission Issues

• “Access Denied” errors
• Scan failures due to permission issues
• Incomplete scan results

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Effect": "Allow",
      "Action": [
        "iam:GetRole",
        "iam:ListRoles",
        "ec2:Describe*",
        "s3:GetBucketLocation",
        "s3:ListAllMyBuckets"
      ],
      "Resource": "*"
    }
  ]
}

• Security Center Admin
• Compute Viewer
• Storage Viewer
• IAM Security Reviewer

• Verify trust relationships between accounts
• Check for any cross-account restrictions
• Ensure proper role assumptions

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Network Connectivity Issues

• Timeout errors during scanning
• Incomplete resource discovery
• Network-related scan failures

• Ensure proper VPC configuration
• Check security group rules
• Verify subnet accessibility

• Check firewall rules that might block access
• Ensure necessary ports are open
• Verify network ACLs

• Verify DNS configuration
• Check for DNS resolution issues
• Ensure proper domain name resolution

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Scan-Related Issues

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Scan Failures

• Scan status shows “Failed”
• Error messages in scan logs
• No scan results generated

• Verify that Cloudnosys can access all required resources
• Check for any resource-specific restrictions
• Ensure proper permissions for all resource types

• Check for any cloud service limits
• Verify quota availability
• Request limit increases if necessary

• Verify network connectivity
• Check for any network restrictions
• Ensure proper routing configuration

• Missing resources in scan results
• Partial scan coverage
• Inconsistent scan results

• Verify that all resources are discoverable
• Check for any resource-specific access issues
• Ensure proper tagging and labeling

• Verify that permissions cover all required resources
• Check for any permission gaps
• Ensure consistent permission application

• Review scan configuration settings
• Verify resource selection criteria
• Check for any configuration issues

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Performance Issues

• Scans take longer than expected
• Timeout errors during scanning
• Resource exhaustion during scans

• Optimize scan scope to focus on critical resources
• Use incremental scanning where possible
• Schedule scans during low-usage periods

• Optimize network configuration
• Use appropriate network bandwidth
• Ensure proper network routing

• Check for any service rate limits
• Implement appropriate throttling
• Request limit increases if necessary

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Advanced Features Issues

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Real-time Monitoring Issues

• No real-time alerts generated
• EagleEye status shows “Inactive”
• Missing threat detection capabilities

• Verify that EagleEye resources are properly deployed
• Check for any deployment errors
• Ensure proper resource configuration

• Verify that EagleEye has necessary permissions
• Check for any permission restrictions
• Ensure proper role assignments

• Verify network configuration for EagleEye
• Check for any network restrictions
• Ensure proper connectivity

• No vulnerability scan results
• CloudXray status shows “Inactive”
• Missing malware detection capabilities

• Verify that CloudXray resources are properly deployed
• Check for any deployment errors
• Ensure proper resource configuration

• Verify CloudXray scan configuration
• Check for any configuration issues
• Ensure proper scan scope

• Verify that CloudXray has necessary permissions
• Check for any permission restrictions
• Ensure proper role assignments

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Data and Privacy Issues

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Data Access Issues

• Dashboard shows no data
• Scan results not visible
• Access denied to results

• Verify that you have access to scan results
• Check for any permission restrictions
• Ensure proper role assignments

• Check data retention policies
• Verify that data hasn’t expired
• Ensure proper data storage

• Clear browser cache and cookies
• Try using a different browser
• Check for any browser-specific issues

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Privacy and Compliance Issues

• Concerns about data handling
• Compliance questions
• Privacy policy questions

• Review Cloudnosys data handling policies
• Understand data collection and storage practices
• Verify compliance with privacy regulations

• Check compliance certifications
• Verify adherence to security standards
• Ensure proper compliance reporting

• Understand data retention policies
• Verify data deletion procedures
• Ensure proper data lifecycle management

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Getting Help

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Self-Service Resources

• Review Cloudnosys documentation
• Check for updated guides and tutorials
• Look for specific issue documentation

• Search community forums for similar issues
• Post questions in community forums
• Share solutions with the community

• Search the knowledge base for solutions
• Check for known issues and solutions
• Review best practices and recommendations

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Contacting Support

• Email support for technical issues
• Live chat for immediate assistance
• Phone support for urgent issues

• Detailed description of the issue
• Steps to reproduce the problem
• Error messages and logs
• System configuration details

• Critical issues: Within 4 hours
• High priority issues: Within 24 hours
• General issues: Within 48 hours

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Escalation Process

• Initial issue assessment
• Basic troubleshooting
• Documentation and guidance

• Advanced troubleshooting
• Technical analysis
• Custom solutions

• Engineering team involvement
• Product development feedback
• Long-term solutions

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Prevention and Best Practices

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Proactive Monitoring

• Monitor system health regularly
• Check for any performance issues
• Verify proper functionality

• Maintain proper configuration
• Document configuration changes
• Implement change management

• Follow security best practices
• Implement proper access controls
• Regular security assessments

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Maintenance and Updates

• Keep systems updated
• Apply security patches
• Monitor for updates

• Implement proper backup procedures
• Test recovery procedures
• Maintain disaster recovery plans

• Monitor performance metrics
• Optimize system configuration
• Implement performance improvements

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Conclusion