Troubleshooting Guide

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Getting Started Issues

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Cannot Access Target for Assessment

Symptoms:

• Target not appearing in assessment dropdown
• “Target not verified” message
• Assessment fails to start

Solutions:

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Insufficient Credits Message

What This Means: Your assessment requires more credits than currently available in your account. Solutions:

• Confirm Additional Credits: Accept the prompt to proceed with additional charges
• Upgrade Plan: Go to Billing to upgrade your subscription
• Purchase Add-ons: Buy additional credits or targets in Billing section
• Contact Admin: Organization admins can manage billing and credits

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Assessment Problems

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Assessment Stuck in Queued/Running Status

Common Causes:

• High system load during peak hours
• Target accessibility issues
• Firewall blocking scanning traffic
• DNS resolution problems

Troubleshooting Steps:

Cancel and Restart Assessment

1. Go to Active Assessments
2. Click Cancel on the stuck assessment
3. Wait for cancellation to complete
4. Start a new assessment with the same parameters

Check Firewall Configuration

1. Whitelist these MindFort IP addresses in your firewall/WAF:
   • 54.201.16.113
   • 54.245.116.141
   • 44.241.142.189
2. Navigate to Settings > WAF Configuration for the current list
3. Test target accessibility from external networks
4. Ensure both HTTP and HTTPS traffic is allowed from these IPs

Verify Target Configuration

1. Confirm target URL is correct and accessible
2. Check that target isn’t behind authentication without stored credentials
3. Verify DNS resolution works from external locations
4. Test target in incognito browser to simulate external access

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No Findings After Assessment Completion

Possible Explanations:

• Well-secured application (this is good!)
• Insufficient access to test authenticated areas
• Firewall blocking detailed scanning
• Incorrect target URL or configuration

Actions to Take:

Add Authentication Credentials

1. Go to Targets and expand your target
2. Add stored credentials for deeper authenticated testing
3. Ensure test credentials have appropriate permissions
4. Re-run assessment with authentication enabled

Verify Target Accessibility

1. Confirm target URL points to correct application
2. Test URL in browser to ensure it loads properly
3. Check for redirects that might change the target
4. Verify target represents the intended application architecture

Try Deep Assessment Method

1. Use Deep instead of Turbo for more comprehensive coverage
2. Allow longer assessment time for thorough testing
3. Ensure adequate credits are available for deep scanning

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User Interface Issues

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Page Loading Problems

Common Issues:

• Blank pages or incomplete loading
• Dashboard not showing recent data
• Reports or findings not appearing

Quick Fixes:

• Hard Refresh: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
• Clear Cache: Clear browser cache and cookies for the site
• Try Incognito: Test in private/incognito browser mode
• Different Browser: Try Chrome, Firefox, or Edge alternatively

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Cannot Download Reports or Files

Troubleshooting Steps:

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Integration Issues

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GitHub Integration Problems

Common Symptoms:

• Cannot connect GitHub account
• Repositories not showing up
• Code assessments failing

Resolution Steps:

Reconnect GitHub Integration

1. Go to Settings > Integrations
2. Disconnect existing GitHub connection
3. Reconnect and ensure all required permissions are granted
4. Verify MindFort app has access to intended repositories

Check Repository Access

1. Ensure repositories are accessible to the connected GitHub account
2. Verify repository isn’t archived or deleted
3. Check that MindFort app has appropriate permissions
4. Test with a different repository to isolate the issue

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Authentication Credential Issues

Problems:

• Stored credentials not working during assessments
• Login failures preventing deep testing
• Session timeouts during scans

Solutions:

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Billing and Account Issues

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Cannot Access Billing (Non-Admins)

Expected Behavior: Only organization administrators can access billing and subscription management. Solutions:

• Contact your organization administrator
• Request admin permissions if appropriate for your role
• Use in-app chat to identify who has admin access

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Organization Switching Problems

If you belong to multiple organizations:

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Performance Issues

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Slow Page Loading

Optimization Steps:

• Close Extra Tabs: Reduce browser memory usage
• Check Internet Speed: Ensure adequate bandwidth
• Peak Hours: Try during off-peak times if possible
• Browser Updates: Ensure browser is current version

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Assessment Taking Longer Than Expected

Understanding Timing:

• Turbo: Minutes to under an hour typically
• Deep: Several hours for comprehensive testing
• Variables: Target size, complexity, and authentication depth affect timing

When to Be Concerned:

• Turbo assessments running over 2 hours
• Deep assessments running over 6 hours
• Assessment stuck without progress updates

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Getting Additional Help

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Using In-App Support

Live Chat Features:

• Located in bottom right corner of the platform
• Direct connection to MindFort support team
• Real-time assistance with technical issues
• Screen sharing available for complex problems

Best Practices for Support Requests:

• Include specific error messages or screenshots
• Describe steps taken before the issue occurred
• Provide target names or assessment IDs when relevant
• Mention browser type and version if UI issues

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Email Support

When to Use Email:

• Non-urgent issues or feature requests
• Detailed technical questions requiring research
• Billing and administrative requests
• Follow-up on previous support cases

Email: support@mindfort.ai Include in Your Request:

• Organization name and user email
• Detailed description of the issue
• Steps to reproduce the problem
• Screenshots or error messages
• Browser and operating system information

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Response Time Expectations

• In-App Chat: Real-time during business hours
• Email Support: 2-4 hours during business hours
• Complex Issues: May require 24-48 hours for resolution
• Emergency Security Issues: Prioritized response within 1 hour

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Preventive Measures

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Regular Maintenance

Monthly Tasks:

• Review and update target credentials
• Clean up archived/deleted findings
• Verify firewall whitelist is current
• Test critical targets for accessibility

Quarterly Tasks:

• Review user permissions and access
• Update integration connections
• Audit stored credentials for expiration
• Validate target inventory accuracy

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Best Practices

Target Management:

• Use descriptive names for easy identification
• Keep credentials current and secure
• Document any special requirements or restrictions
• Regularly verify target accessibility

Assessment Planning:

• Schedule assessments during appropriate time windows
• Ensure adequate credits before starting deep scans
• Plan authenticated testing with valid credentials
• Monitor assessment progress and cancel if issues arise

Result Management:

• Review findings promptly after assessment completion
• Archive or delete resolved findings regularly
• Track remediation progress systematically
• Generate reports for stakeholder communication

By following these troubleshooting steps and best practices, you can resolve most common issues independently and maintain an efficient security testing workflow with MindFort.