🔧 Troubleshooting Center
Find solutions to common issues, error codes, and system configurations.
📡 Agent & Connectivity Issues
Agent showing "Disconnected" or "Offline"
This usually indicates a network restriction, firewall rule, or service stoppage on the host machine.
- Ensure outbound ports
443and8443are open to*.cybervault.io - Restart the CyberVault Agent service:
sudo systemctl restart cv-agent
- Verify the host has valid NTP sync. Time drift > 5 minutes breaks TLS handshakes.
- Check agent logs:
/var/log/cybervault/agent.log
High CPU/Memory usage by Agent process
Typically caused by aggressive real-time scanning on large filesystems or log ingestion spikes.
- Temporarily pause file system monitoring via the dashboard under Agent Settings → Scoping
- Exclude non-critical directories (e.g.,
/var/log/archive,/tmp) - Update to the latest agent patch (v3.4.2+ includes memory leak fixes)
🔑 Authentication & Access
"Invalid Token" or "Session Expired" on login
JWT tokens expire after 15 minutes of inactivity. If you're seeing this repeatedly:
- Clear browser cache & cookies for
dashboard.cybervault.io - Ensure system clock matches NTP (time drift breaks auth)
- Verify SSO/Okta/Azure AD federation certificates haven't expired
2FA/MFA prompts not arriving
Check your device's notification permissions for the CyberVault Authenticator app. If using SMS, ensure your carrier isn't filtering shortcodes. Fallback to TOTP backup codes generated in Profile → Security → 2FA.
📊 Dashboard & Alerts
Dashboard stuck loading or showing 403
Clear browser cache or try an incognito window. If using a WAF/proxy, ensure it's not blocking our WebSocket endpoints (`ws://dashboard.cybervault.io/stream`). Contact your network admin to whitelist our CDN ranges.
Alert fatigue or missing notifications
Navigate to Settings → Notification Rules. Enable "Smart Grouping" to consolidate related alerts. Check your email spam folder for webhook/SIEM delivery failures. Verify SMTP relay credentials under Integrations → Email.
🔌 API & Integrations
HTTP 429 Too Many Requests
Rate limits: 100 req/min for Standard, 500 req/min for Enterprise. Implement exponential backoff. Check your current usage in API → Rate Limit Dashboard. Add X-RateLimit-Reset from response headers to your retry logic.
⚡ Performance & Latency
Slow threat ingestion or delayed reporting
Usually caused by network partitioning between agent and nearest edge node. Run connectivity test:
cv-agent.conf.
⚠️ Error Code Reference
| Code | Description | Resolution |
|---|---|---|
| CV-NET-504 | Gateway timeout during agent sync | Check firewall rules & restart agent service |
| CV-AUTH-403 | RBAC permission denied | Verify user role & scope in Admin Console |
| CV-TLS-498 | Certificate validation failed | Update CA bundle or disable strict mode temporarily |
| CV-SYNC-512 | Config drift detected | Run `cv-cli apply --force` or revert to last known good |
| CV-DATA-605 | Storage quota exceeded | Purge old logs or upgrade retention tier |
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