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Troubleshooting

A log source will not verify​

  • Confirm the bucket, container, region, and prefix.
  • Confirm that the credentials grant read access to the intended location.
  • Make sure another source does not use an overlapping prefix in the same location.
  • For instant import, complete the provider-specific notification setup shown by the wizard.
  • If an AWS bucket is outside the displayed instant-import region, use scheduled import or the cross-region pattern described by the wizard.

A collector does not check in​

  • Confirm the collector was installed with the enrollment command generated for this account.
  • Check that the instrument PC can reach the required Chipper endpoints.
  • Confirm that you are waiting for the correct new or existing collector in the wizard.
  • If the agent is already enrolled, choose it from the existing-collector list instead of creating another enrollment.

An uploaded file is rejected​

  • Select an instrument before adding files.
  • Use an extension accepted for that instrument type.
  • Keep each file at or below 48 MiB.
  • For larger or actively growing files, configure a continuous source.

A file never reaches Processed​

Open the file's Details panel and check its status. Confirm that the source points to the correct instrument and data format. If the file remains in an error, held, or quarantined state, include the file name, instrument, source, and approximate upload time when you contact support.

A processed file has no events​

  • Confirm the file is attributed to the correct instrument type.
  • Open Rules Library and enable relevant rules for that type.
  • Open a custom rule and verify that its CQL fields and values match the parsed schema.
  • Start from a known example line rather than guessing the source field names.

A rule has events but no alerts​

  • In Configure → Rules, confirm that the rule is labeled Alert-enabled rather than Monitoring-only.
  • Open the rule and review its alerting conditions.
  • Confirm the event count, duration, or derived value actually breaches the configured trigger.
  • Check whether the condition is muted.

Notifications are not arriving​

  • Confirm that the alert was created in Monitor → Alerts. If not, troubleshoot the rule or SPC trigger first.
  • Open the alert to check whether its configuration is muted.
  • Confirm the intended email recipients or connected integration on the alerting condition.
  • Open Configure → Integrations and confirm that the destination is still connected.

A run is not scored​

The run can exist before a process model is available. Continue using its outcome, duration, timeline, events, and files. A tuned process model generally needs around three months of repeated history, depending on usage and data quality.

A configuration control is disabled​

Viewers can investigate data but cannot change every configuration. Ask an account administrator for editor or administrator access if you need to add instruments, create rules, connect sources, or update monitoring.