Common Issues¶

This page covers common issues that don't fit into other categories.

Dashboard Issues¶

Can't Log In¶

Symptoms: Login page loops or shows error.

Solutions:

1. Clear browser cookies for parapetsecurity.com
2. Try incognito/private mode
3. Try a different browser
4. Check if third-party cookies are blocked

Dashboard Loads Slowly¶

Symptoms: Pages take long to load, spinners persist.

Solutions:

1. Check your internet connection
2. Try a different browser
3. Clear browser cache
4. Disable browser extensions

Data Not Updating¶

Symptoms: Alert counts or data seem stale.

Solutions:

1. Refresh the page (Ctrl/Cmd + R)
2. Hard refresh (Ctrl/Cmd + Shift + R)
3. Check the "Last updated" timestamp
4. Wait for the next polling interval (30 seconds)

Alert Issues¶

Wrong Severity Assessment¶

Symptoms: AI assigns different severity than expected.

Understanding:

Parapet Security re-evaluates severity based on context. The AI may:

• Upgrade low SIEM alerts that show attack patterns
• Downgrade high SIEM alerts that are likely false positives
• Consider historical context your SIEM doesn't have

Actions:

1. Click the alert to see AI reasoning
2. Provide feedback if incorrect
3. Over time, feedback improves accuracy

Missing Information in Alerts¶

Symptoms: Some alert fields are empty.

Causes:

1. Not in original payload - Your SIEM didn't include the data
2. Scrubbed as sensitive - Detected as a secret/credential
3. AI extraction failed - Unusual format

Solutions:

1. Check the raw payload (available in alert details)
2. Configure your SIEM to include more fields
3. Report persistent issues to support

Duplicate Alerts¶

Symptoms: Same alert appears multiple times.

Causes:

1. SIEM sending duplicates - Check SIEM configuration
2. Deduplication window passed - Default is 60 minutes
3. Different fingerprints - Minor variations create new alerts

Solutions:

1. Enable deduplication in Settings → Notifications → Advanced
2. Increase deduplication window
3. Adjust SIEM alert rules

Notification Issues¶

Slack Notifications Stop Working¶

Symptoms: Was working, now no notifications.

Solutions:

1. Check Slack app isn't removed from workspace
2. Reconnect in Settings → Notifications → Channels
3. Verify the channel still exists
4. Check Parapet app is still in the channel

Email Goes to Spam¶

Symptoms: Notifications in spam/junk folder.

Solutions:

1. Mark as "Not Spam"
2. Add *@parapetsecurity.com to contacts
3. Create inbox rule to never spam these emails
4. Ask IT to allowlist the domain

Too Many Notifications¶

Symptoms: Notification overload.

Solutions:

1. Raise severity threshold (Settings → Notifications)
2. Increase confidence threshold
3. Enable rate limiting
4. Switch to digest mode for non-critical alerts
5. Configure quiet hours

No Notifications at All¶

Symptoms: Alerts arrive but no notifications.

Checklist:

• Global notifications enabled?
• Severity threshold not too high?
• At least one channel configured?
• Check quiet hours settings
• Rate limits not exceeded?

Integration Issues¶

Token Works in curl but Not SIEM¶

Symptoms: Manual tests work, SIEM fails.

Causes:

1. Header format - SIEM may format headers differently
2. URL encoding - Token may be URL-encoded incorrectly
3. Timeout - SIEM may timeout before response
4. TLS version - SIEM using old TLS

Solutions:

1. Check SIEM documentation for webhook format
2. Test with the SIEM's built-in test function
3. Enable debug logging in SIEM
4. Try the alternative integration method

Partial Alert Data¶

Symptoms: Some fields in normalized data are missing.

Causes:

1. Not included in original payload
2. Unusual field names not recognized
3. Nested too deeply for extraction

Solutions:

1. Verify fields in raw payload (alert details)
2. Flatten nested structures in SIEM
3. Use standard field names when possible

Billing Issues¶

Can't Access Billing Portal¶

Symptoms: Portal link doesn't work.

Solutions:

1. Ensure you're logged in as organization owner
2. Try a different browser
3. Clear cookies and try again
4. Contact support if persistent

Usage Doesn't Match Expectations¶

Symptoms: Alert count seems wrong.

Understanding:

• Count resets at billing period start
• Each alert counts as 1 regardless of size
• Test alerts count toward quota
• Rejected alerts (400 errors) don't count

Verification:

1. Go to Settings → Account & Billing
2. View usage breakdown by day
3. Compare with SIEM webhook logs

Plan Limit Reached¶

Symptoms: 429 errors or alerts queued.

Solutions:

1. Wait for quota reset (shown in billing)
2. Upgrade your plan
3. Filter alerts in SIEM to reduce volume
4. Team plan has 20,000 alerts/month

Performance Issues¶

High Latency¶

Symptoms: Alerts take too long to appear.

Normal processing time:

If slower:

1. Check SIEM → Parapet network latency
2. High-complexity alerts may take longer
3. Peak times may have slight delays
4. Contact support if consistently >60 seconds

Browser Memory Usage¶

Symptoms: Browser becomes slow with dashboard open.

Solutions:

1. Close unused browser tabs
2. Don't leave dashboard open for days
3. Refresh page periodically
4. Use a modern browser (Chrome, Firefox, Edge)

Account Issues¶

Can't Access After Team Change¶

Symptoms: Lost access after role change.

Solutions:

1. Contact your organization owner
2. Check PropelAuth for your role
3. Verify organization membership

Forgot Which Region¶

Symptoms: Unsure if you're on US or EU.

Check:

1. Log in and go to Settings
2. Look at the webhook URL region
3. Contact support if still unclear

Getting Help¶

If your issue isn't listed or solutions don't work:

1. Check status.parapetsecurity.com
2. Email support@parapetsecurity.com
3. Include:
4. What you're trying to do
5. What happens instead
6. Any error messages
7. Browser/SIEM version