Use this section to resolve common issues, understand limitations, and find testing strategies.
Troubleshooting approach
Start with the visible module status, the affected Gateway page, and Gateway logs. Confirm that the Gateway, user source, external destination, and required module dependencies are healthy before changing policy settings or attempting destructive actions.
Use a controlled non-production account and destination whenever testing privilege enforcement, report delivery, or retention behavior.
Common problems
Module does not start
Symptoms
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The module does not reach its normal running state.
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Security Auditor pages are unavailable.
Possible Causes
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Ignition or module dependency requirements are not met.
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Gateway storage or initialization is unavailable.
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The installed module package is not accepted by the Gateway.
Recommended Checks
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Confirm the Gateway module state.
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Verify the declared Ignition compatibility requirement and dependency status.
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Review Gateway logs for installation or initialization errors.
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Confirm that the Gateway service account can use its configured persistent storage.
Resolution
Correct the identified platform, dependency, package, or storage issue, then follow the approved Gateway restart or module-management procedure.
Configuration is not applied
Symptoms
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A saved setting does not produce the expected operational behavior.
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A privileged-access rule or delivery entry behaves unexpectedly.
Possible Causes
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User or role names do not match the active user source.
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A setting was not saved as intended.
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The affected activity has not occurred yet.
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A configured external destination cannot be reached.
Recommended Checks
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Reopen the configuration page and confirm the displayed values.
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Use exact user-source usernames and role names.
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Verify the selected Automated response and report schedule state.
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Test with a controlled account and destination.
Resolution
Correct the visible configuration, save again, and validate using a controlled workflow. Review logs if the result remains unexpected.
Expected activity is not visible
Symptoms
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A recent session or project change does not appear in Reports.
Possible Causes
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The activity is outside the module's observation scope.
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The module health is not normal.
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The activity occurred before monitoring began or has not yet been observed.
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The report view contains only currently available retained information.
Recommended Checks
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Confirm visible health/status.
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Generate a controlled new session or project change.
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Wait for the module to observe the activity.
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Review the relevant report tab and Gateway logs.
Resolution
Use the module as an operational aid and correlate important investigations with standard Ignition logs/history. Contact support with controlled reproduction details if new activity consistently remains absent.
Report or notification is not received
Symptoms
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A manual or scheduled report does not arrive at the intended destination.
Possible Causes
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Incorrect destination or email-profile configuration.
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Gateway DNS, firewall, TLS, or network connectivity issue.
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Recipient/destination system rejected the delivery.
Recommended Checks
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Confirm the delivery entry is enabled and uses an approved destination.
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Verify email profile configuration separately when email is used.
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Confirm Gateway connectivity to the destination through the approved network process.
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Review Gateway logs and the destination system's receipt/error records.
Resolution
Correct the destination or environment issue, then repeat a controlled manual send. Use secure transport where available.
Privileged access action is unexpected
Symptoms
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A user is notified, disconnected, or loses a role unexpectedly.
Possible Causes
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Incorrect Excluded Users or Privileged Roles values.
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An automated response was enabled before policy validation.
Recommended Checks
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Review the configured policy and the affected user-source role assignment.
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Confirm the selected Automated response.
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Review the corresponding Gateway logs and report data.
Resolution
Restore the user's access through the normal Gateway user-source process if necessary. Correct the module policy and return to Notify only while the policy is reviewed.
Retention does not complete
Symptoms
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Expected aged records remain available.
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Archive-before-removal does not complete.
Possible Causes
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Pruning is disabled or not yet due.
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Retention configuration is not suitable.
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Archive creation cannot complete.
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Storage is unavailable.
Recommended Checks
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Review Pruning configuration and status.
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Confirm that archive requirements, password handling, and storage capacity are available.
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Review Gateway logs.
Resolution
Correct the configuration or storage issue and validate a controlled run. Do not remove archived operational evidence outside the organization's approved retention policy.