Skip to content

Troubleshooting Best Practices

Systematic Diagnosis

  1. Review Problem Codes: Examine specific problem codes reported for each failed scan
  2. Check Event Logs: Follow diagnostic links to detailed event logs for context
  3. Verify Configuration: Confirm scan configuration matches target environment requirements
  4. Test Connectivity: Validate network connectivity and service availability
  5. Review Credentials: Ensure authentication credentials remain valid and have sufficient permissions

Common Resolution Paths

Connection Failures

  • Verify target service availability using external monitoring tools
  • Confirm DNS resolution and network routing
  • Check private location health and connectivity
  • Review firewall and security group configurations

Authentication Failures

  • Validate credentials against target environment
  • Confirm authentication method compatibility
  • Review token expiration and refresh mechanisms
  • Test authentication flow manually to identify issues

Configuration Issues

  • Compare scan configuration against target API requirements
  • Validate schema files for syntax and structure
  • Review rate limiting and concurrency settings
  • Confirm scope and URL pattern configurations

Escalation

If problems persist after following diagnostic guidance:

  1. Export detailed diagnostic information via API
  2. Capture relevant event logs and error messages
  3. Document configuration settings and recent changes
  4. Contact Escape support with collected diagnostic data

Monitoring Recommendations

  • Enable API Access: Configure monitoring systems to poll the problems API endpoint
  • Set Up Alerts: Create notifications for critical problem codes
  • Track Trends: Monitor problem code frequency over time to identify systemic issues
  • Review Regularly: Establish periodic reviews of scan quality metrics