Troubleshooting

Overview

This guide covers common issues and their solutions when using SecureBaseline Cloud.

Navigation

This guide is accessible from any system page via the help menu.

Connection Issues

Cannot Connect to Host

Symptoms: Host shows offline, SSH connection fails

Solutions:

1. Verify host is running and reachable
2. Check SSH service is running: systemctl status sshd
3. Verify firewall allows SSH: sudo ufw status or sudo firewall-cmd --list-all
4. Test connection manually: ssh user@host
5. Check SSH credential is correct
6. Verify SSH port is correct (default: 22)

SSH Authentication Failed

Symptoms: Permission denied, authentication failure

Solutions:

1. Verify username is correct
2. For password auth: confirm password is correct
3. For key auth: verify public key is in ~/.ssh/authorized_keys
4. Check SSH config allows this authentication method
5. Verify user has shell access
6. Check /var/log/auth.log for details

Host Key Verification Failed

Symptoms: Host key mismatch error

Solutions:

1. If host was reinstalled, clear old key
2. Verify you’re connecting to correct server
3. Check for man-in-the-middle concerns

Scanning Issues

Scan Stuck in Pending

Symptoms: Scan never starts, stays in pending state

Solutions:

1. Verify worker service is running
2. Check Redis connection
3. Review worker logs for errors
4. Restart worker service if needed

Scan Failed

Symptoms: Scan shows failed status

Solutions:

1. Check SSH connectivity to host
2. Verify sudo permissions for scan user
3. Check disk space on target host
4. Review scan error message
5. Ensure OpenSCAP is accessible

Low Compliance Score

Symptoms: Score lower than expected

Solutions:

1. Review failed rules
2. Check if profile matches host type
3. Verify system wasn’t recently installed
4. Run hardening and rescan
5. Document false positives

Missing Scan Results

Symptoms: Scan completed but no results shown

Solutions:

1. Refresh the page
2. Check scan status is “completed”
3. Verify database connectivity
4. Review API logs for errors

Hardening Issues

Job Stuck in Queue

Symptoms: Job never starts executing

Solutions:

1. Check worker service status
2. Verify Redis connectivity
3. Check worker concurrency setting
4. Review worker logs
5. Restart worker if needed

Hardening Failed

Symptoms: Job shows failed status

Solutions:

1. Review Ansible output for errors
2. Use AI diagnosis feature
3. Common causes:
   • SSH connection lost
   • Sudo permission denied
   • Package repository unavailable
   • Disk space full
4. Fix the issue and retry

Services Down After Hardening

Symptoms: Application or service stops working

Solutions:

1. Check service status: systemctl status <service>
2. Review journal: journalctl -u <service>
3. Identify which hardening rule affected it
4. Rollback if needed (restore from backup)
5. Document exception for future

SSH Locked Out

Symptoms: Cannot SSH after hardening

Solutions:

1. Use console access (cloud provider console)
2. Boot into recovery mode
3. Restore SSH configuration:

   # Common fixes
   sed -i 's/PermitRootLogin no/PermitRootLogin yes/' /etc/ssh/sshd_config
   systemctl restart sshd
4. Consider excluding SSH rules

Schedule Issues

Schedule Not Running

Symptoms: Scheduled jobs don’t execute

Solutions:

1. Verify schedule is enabled
2. Check cron expression is valid
3. Verify scheduler service is running
4. Check server time/timezone
5. Review scheduler logs

Wrong Execution Time

Symptoms: Jobs run at unexpected times

Solutions:

1. Verify cron expression
2. Check server timezone
3. Cron uses server local time
4. Test with simpler expression

UI Issues

Page Not Loading

Symptoms: Blank page or loading forever

Solutions:

1. Refresh the page
2. Clear browser cache
3. Try different browser
4. Check browser console for errors
5. Verify API service is running

Data Not Updating

Symptoms: Stale data displayed

Solutions:

1. Click refresh button
2. Check auto-refresh setting
3. Verify network connectivity
4. Clear browser cache

Export Not Working

Symptoms: CSV/JSON download fails

Solutions:

1. Check popup blocker
2. Try different browser
3. Check browser downloads folder
4. Verify data exists to export

Authentication Issues

Cannot Login

Symptoms: Login fails with valid credentials

Solutions:

1. Verify email and password
2. Check account is active
3. Try password reset
4. Clear browser cookies
5. Check API service status

Session Expired

Symptoms: Suddenly logged out

Solutions:

1. Login again
2. Check token expiration settings
3. Verify time sync between client and server
4. Review authentication logs

Performance Issues

Slow API Response

Symptoms: Pages load slowly

Solutions:

1. Check server resource usage
2. Review database performance
3. Check network latency
4. Adjust rate limiting if needed
5. Scale resources if necessary

Jobs Processing Slowly

Symptoms: Jobs take too long

Solutions:

1. Check worker concurrency
2. Review resource usage
3. Check network to managed hosts
4. Consider scaling workers

AI Issues

AI Not Responding

Symptoms: Chat or diagnosis fails

Solutions:

1. Verify AI configuration is active
2. Test configuration connection
3. Check API key validity
4. Verify Yandex Cloud access
5. Review API limits

Poor AI Responses

Symptoms: Unhelpful or incorrect answers

Solutions:

1. Rephrase question clearly
2. Provide more context
3. Try different model
4. Adjust temperature setting

Getting Help

Collect Information

Before requesting support, gather:

1. Error messages (screenshots)
2. Browser console errors
3. API logs (if accessible)
4. Steps to reproduce
5. Environment details

Log Locations

Health Checks

Verify services:

# API health
curl http://localhost:8080/healthz

# Readiness
curl http://localhost:8080/readyz

# Liveness
curl http://localhost:8080/livez

Reporting Issues

When reporting issues:

1. Describe the problem clearly
2. Include error messages
3. Provide steps to reproduce
4. Note expected vs actual behavior
5. Include environment details