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Troubleshooting

Use this guide to triage issues quickly, decide which part of the documentation to consult next, and assemble the right diagnostics for Cloudaware Support.

Integrations & Onboarding​

Identify common symptoms and likely causes across Cloudaware integrations, onboarding, ingestion, RBAC, SSO, APIs, automation, compliance, cost management, Breeze Agent, monitoring, and logs.

AssumeRole Or Cloud Credential Errors​

Likely causes:

  • Missing permissions.
  • Incorrect trust policy.
  • Expired credentials.
  • Disabled provider APIs.

Next steps:

  1. Review the prerequisites for AWS, Microsoft Azure, Google Cloud, Oracle Cloud Infrastructure, or Alibaba Cloud.
  2. Confirm discovery with the matching verification guides for AWS, Microsoft Azure, Google Cloud, Oracle Cloud, or Alibaba Cloud.

Billing Data Is Missing Or Late​

Likely causes:

  • Delayed billing exports.
  • Storage permission issues.
  • Incorrect billing source configuration.
  • Schema differences between billing export formats.

Next steps:

  1. Review the billing integration guides for AWS, Microsoft Azure, Google Cloud, Oracle Cloud, or Kubernetes.
  2. For billing issues, also check the matching verification guides for AWS, Microsoft Azure, and Google Cloud.

VMware vCenter Discovery Has Gaps​

Likely causes:

  • Limited credential scope.
  • SSL trust issues.
  • Network egress restrictions.
  • Incomplete vCenter inventory access.

Next steps:

  1. Review the VMware vCenter Integration guide.
  2. Confirm that the account can read the expected datacenters, clusters, hosts, virtual machines, and related inventory objects.
  3. If the vCenter is private and accessed through TunHub, verify the corresponding TunHub integration and the route that provides access to it.

Ingestion & Data Freshness​

CMDB Data Is Stale​

Likely causes:

  • Ingestion schedules are too sparse.
  • Provider APIs are throttling requests.
  • A region or subscription is not connected.
  • The source integration is unhealthy.

Next steps:

  1. Review CMDB Ingestion.
  2. Confirm the affected provider integration is healthy.
  3. Use CMDB Navigator or CMDB Search to confirm whether recent records are visible.

Tags Or Labels Are Not Visible​

Likely causes:

  • Missing tag-read permissions.
  • Provider API limitations.
  • Delayed ingestion.
  • Tag normalization differences.

Next steps:

  1. Confirm that tag APIs and permissions are enabled for the source provider.
  2. Review CMDB Attributes, Normalization Rules, and Cloudaware Tag Analyzer.

RBAC & SSO​

SSO Login Fails Or Users Receive The Wrong Access​

Likely causes:

  • Incorrect IdP attribute mapping.
  • Email or username mismatch.
  • Clock skew.
  • Missing group claim.
  • Missing group-to-permission-set mapping.

Next steps:

  1. Review SSO & MFA.
  2. Review the relevant provider setup guide: Microsoft Entra ID SSO or Okta SSO.

Users Cannot Create Public List Views​

Likely causes:

  • List view creation is restricted by profile.
  • List view creation is restricted by permission set.
  • A required custom permission, such as listViewEditor, is missing.

Next steps:

  1. Review Profiles.
  2. Review Permission Sets.
  3. Review CMDB List Views.

APIs & Automation​

API Requests Return 401 Or 403​

Likely causes:

  • Expired token.
  • Incorrect OAuth flow.
  • Missing scopes.
  • Connected app policy restrictions.
  • IP access restrictions.

Next steps:

  1. Review the Cloudaware CMDB API guide.
  2. Review the OAuth 2.0 Client Credentials Flow guide.
  3. Review the OAuth 2.0 JWT Bearer Flow guide.

API Pagination Or Query Requests Time Out​

Likely causes:

  • Unbounded queries.
  • Too many fields.
  • Broad filters.
  • Large result sets without pagination.

Next steps:

  1. Review API Schema Queries.
  2. Review Object Schemas.
  3. Review Field Constraints.
  4. Narrow the query before retrying.

Webhook Deliveries Retry Or Fail​

Likely causes:

  • Receiver 4xx or 5xx responses.
  • Signature validation failures.
  • Network egress restrictions.
  • Unavailable downstream services.

Next steps:

  1. Review Webhooks & Events.
  2. Confirm that the receiver endpoint is reachable.
  3. Confirm that the receiver validates requests correctly and returns a successful response.

Compliance & Security​

Compliance Policies Generate Noise Or False Positives​

Likely causes:

  • Missing scope filters.
  • Outdated policy assumptions.
  • Incomplete CMDB data.
  • Missing dependent relationships.

Next steps:

  1. Review Compliance Engine(v1) guides.
  2. Review CMDB Scoping & Sharing.
  3. Review CMDB Relationships.

Findings Are Not Routed To The Right Owner​

Likely causes:

  • Missing ownership tags.
  • Incomplete application mapping.
  • Inconsistent team and environment metadata.

Next steps:

  1. Review Cloudaware Tag Analyzer.
  2. Review Cloudaware Virtual Applications.
  3. Review CMDB Attributes.

Cost Management​

Cost Allocation Is Incorrect​

Likely causes:

  • Missing tags.
  • Inconsistent business mapping.
  • Delayed billing ingestion.
  • Resources are not attached to the expected application or owner.

Next steps:

  1. Review Cost Management.
  2. Review Cloudaware Tag Analyzer.
  3. Review Cloudaware Virtual Applications.
  4. Review the relevant billing integration under Integrations.

Budgets Or Alerts Are Not Firing​

Likely causes:

  • Incorrect thresholds.
  • Incorrect time windows.
  • Incorrect scope filters.
  • Delayed billing data.
  • Missing notification routing.

Next steps:

  1. Review Cost Management.
  2. Confirm billing data is current.
  3. Check whether the affected resources are visible through CMDB Queries & Reporting.

Breeze Agent​

Breeze Agent Has No Check-Ins Or Telemetry​

Likely causes:

  • Blocked egress.
  • Proxy or certificate issues.
  • Incorrect agent configuration.
  • The agent service is not running.

Next steps:

  1. Review Breeze Agent.
  2. Review Breeze Agent 3.x.
  3. Review the Breeze Integration guide.

Kubernetes Nodes Or Workloads Are Missing​

Likely causes:

  • Missing cluster permissions.
  • Incomplete Kubernetes integration setup.
  • Missing access to cluster logs and workloads.

Next steps:

  1. Review Kubernetes Integration.
  2. Review Kubernetes Cluster.
  3. Review Managed Kubernetes.
  4. If Kubernetes is private and accessed through TunHub, verify the corresponding TunHub integration and the route that provides access to it.

Monitoring & Logs​

CloudWatch Or Azure Monitor Data Is Missing​

Likely causes:

  • Missing API permissions.
  • Incomplete provider scopes.
  • Disabled monitoring APIs.
  • Delayed ingestion.

Next steps:

  1. Review Unified Monitoring.
  2. Review the relevant cloud integration guide in Integrations.
  3. Review provider permissions, such as AWS Least-Privilege Policies or Azure Least-Privilege Policies.

Log Sources Are Missing​

Likely causes:

  • Tag-based discovery is not applied.
  • Storage access is incomplete.
  • Log source permissions are missing.
  • The agent is not reporting.

Next steps:

  1. Review Log Management.
  2. Review Breeze Agent.
  3. Review CMDB Ingestion.

Integration-Specific Troubleshooting​

For troubleshooting guidance specific to cloud and service integrations, see relevant documentation areas in Integrations.

Module-Specific Troubleshooting​

For guidance specific to Cloudaware services, such as CMDB, Cost Management, Compliance Engine, Vulnerability Management, Patch Management, Unified Monitoring, Log Management, Backup & Replication, or Advanced Analytics, see the relevant documentation areas in Modules.