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Quick solutions to common problems you might encounter.

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Connection Issues

Symptoms: Connection fails or times outSolutions:
  • Verify credentials are correct
  • Check network connectivity
  • For self-hosted VCS, verify URL is accessible
  • Check firewall allows outbound HTTPS
  • Try disconnecting and reconnecting
Symptoms: Connected VCS but repositories don’t showSolutions:
  • Verify you have admin access to repositories
  • For organizations, ensure OAuth app is approved
  • Check repositories aren’t archived
  • Re-authorize the VCS connection
  • Refresh repository list

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Scanning Issues

Symptoms: Scan doesn’t start, stays pendingSolutions:
  • Wait 5-10 minutes (scans may queue during busy times)
  • Check plan scan limits aren’t exceeded
  • Verify workers are online (contact support)
  • Cancel and restart scan
Symptoms: Scan shows FAILED statusSolutions:
  • Check scan error message for details
  • Verify repository is accessible
  • Check repository isn’t too large (>10GB)
  • Ensure no corrupted files
  • Try scanning again
Symptoms: Many violations are false positivesSolutions:
  • Enable AI false positive elimination
  • Increase AI filtering aggressiveness
  • Exclude test directories from scans
  • Manually suppress false positives with justification
  • Contact support for custom rules

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Violation Issues

Symptoms: Fixed code but violation still shows as OPENSolutions:
  • Trigger new scan to detect fix
  • Verify fix actually resolves the issue
  • Check violation hash hasn’t changed (file moved, line numbers shifted significantly)
  • Manually mark as fixed if needed
Symptoms: Status change button doesn’t workSolutions:
  • Verify you have ADMIN role or appropriate custom role permissions
  • Check you’re not in read-only demo mode
  • Provide justification (required for status changes)
  • Try refreshing page

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PR Integration Issues

Symptoms: PRs don’t get scanned automaticallySolutions:
  • Verify auto-scan on PR is enabled
  • Check webhook delivery in VCS
  • Ensure webhook is active
  • Verify repository is connected
  • Check plan limits
Symptoms: CodeThreat check doesn’t show on PRSolutions:
  • Verify GitHub App is installed
  • Check PR scanning is enabled
  • Ensure webhook is working
  • Wait a few minutes for check to appear
  • Trigger scan manually

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Access Issues

Symptoms: Repository doesn’t appear in listSolutions:
  • Verify repository access control settings
  • Check you have required role/permission
  • Ask admin to grant access
  • Verify repository is connected
Symptoms: Can’t use expected featuresSolutions:
  • Check your plan limits
  • Verify feature is available in your plan
  • Check organization/repository settings
  • Verify you have required role

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Performance Issues

Symptoms: Scans taking too longSolutions:
  • Exclude unnecessary directories (node_modules, vendor)
  • Reduce Git history depth scanned
  • Split large repositories
  • Check repository size (<5GB recommended)
  • Contact support for optimization
Symptoms: UI is slow or unresponsiveSolutions:
  • Clear browser cache
  • Try different browser
  • Check internet connection
  • Reduce selected time range for reports
  • Contact support if persistent

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