Troubleshooting
Things break. That’s life in cyber. But don’t worry — Sir Stonk has seen it all before. Here’s how to fix the most
common hiccups.
Login & Access Issues
If the gates won’t open:
- Double-check your email and password.
- Make sure you’ve verified your account (that first email sometimes hides in spam).
- Forgot your password? Use the Reset Password link.
- Still stuck? Reach out to support@strongkeep.com and we’ll get you back inside.
Scan Not Running / Delayed Results
If your scan seems to be napping:
- Check your internet connection.
- Make sure the target website is actually up.
- Some scans queue during peak hours — give it a few minutes and try again.
- If nothing moves, log a ticket from your dashboard so our team can poke it.
Endpoint Agent Problems
Our endpoint protection runs on Palo Alto Cortex.
That means if the agent isn’t behaving, the fastest fix is to go straight to the source:
👉 Visit the Cortex XDR Support Portal.
Common Error Messages Explained
Here’s what the usual suspects mean:
- “Access Denied” – Your role may not allow this action. Ask an Admin to check.
- “Scan Failed” – The site was unreachable or blocked. Confirm the URL and retry.
- “Endpoint Not Reporting” – The device is offline or the agent isn’t running.
- “Compliance Artefact Missing” – A required document or step hasn’t been completed yet.
