FAQ & Troubleshooting
FAQ & Troubleshooting
Short, practical answers to the questions people ask most, grouped by topic. If something on screen isn't behaving the way you expect, start here — most issues have a simple explanation. When a question points to a fuller guide, the link takes you straight there.
If an answer here doesn't resolve it, your account administrator can check your access and settings, and the AI Assistant can often answer questions about your own data in plain language.
Signing in
Getting in the door
I don't have an account — how do I get one? Accounts are created for you by your administrator or through an email invitation. There's no public self-service sign-up. If you were invited, open the invitation email and follow its link to set your password, then sign in. See Signing in for the first time.
I forgot my password. On the password screen, click Forgot password? to start a reset by email. Follow the link in the message to choose a new password, then sign in again.
My organization uses single sign-on — what do I click? Enter your work email and continue. If your company signs in through an identity provider, you're forwarded there automatically to sign in with your usual company account, then returned to ThreatWeaver. When single sign-on is optional, the password screen also offers a Sign in with… button so you can choose either method.
I'm being asked for a code after my password. Your organization requires two-factor authentication. Open your authenticator app, read the current 6-digit code, type it into the Authentication Code field, and click Verify.
My account says it's locked. After too many failed password attempts, the account is temporarily locked for your protection. Wait about 15 minutes and try again, or ask your administrator to help you back in sooner.
I was signed out unexpectedly. Sessions end after a period of inactivity, or when you sign out on another device. Sign in again to pick up where you left off.
Seeing your data
Where did my numbers go?
My dashboard is empty or the numbers look like zero. The most common cause is that a scan hasn't finished importing yet, or the active filters are hiding everything. Check that your date range and other filters aren't narrowed down too far, then confirm a recent scan has completed. See Scanners.
The numbers changed since I last looked. That's expected — figures update as new scan results come in and as findings are remediated. A rising or falling trend is the product doing its job. If a number looks wrong rather than simply different, note the filters you have applied and check them first.
Two screens show different totals for what looks like the same thing. Different screens count different things on purpose. A list of raw scan results, a de-duplicated list of unique findings, and a rolled-up KPI can each report a different number for the same environment. Check the label and any active filters on each screen before assuming something is broken.
I can't find an asset, host, or application I expected to see. It may not have been discovered yet, or it may be excluded by your current filters. Clear your filters and search by name or address. If it's genuinely missing, it likely hasn't been picked up by a connected scanner yet. See Cyber Asset Management.
How fresh is the data on screen? Data reflects the most recent completed scans and imports. Screens that show a "last updated" time tell you exactly how current they are; when in doubt, run or wait for a fresh scan.
Dashboard
Reading and building views
A chart or trend line looks flat. A flat line usually means there's only one point of history so far, or the selected time range is shorter than the data. Widen the date range. As more daily history accumulates, trends fill in. See Dashboard.
Can I change what my dashboard shows? Yes. You can filter the built-in dashboard, and — depending on your access — build your own dashboards, add widgets from the library, and share them with your team. See Dashboard.
I built a dashboard but a colleague can't see it. New dashboards are private until you share them. Share the dashboard with your team or workspace so others can open it.
Can I get from a chart to the underlying findings? Yes. Most charts and KPIs are clickable — select a segment or number to drill into the exact findings behind it.
Scans & coverage
Getting results in
Why don't I see any vulnerabilities? Findings appear after a scanner has run and its results have been imported. If no scanner is connected yet, or the first scan is still running, there's nothing to show. Confirm a scanner is connected and a scan has completed. See Scanners.
My scan is taking a long time. Scan duration depends on how much you're scanning and the scanner itself. Large environments take longer. The scan's status tells you whether it's still running, finished, or ran into a problem.
Some systems aren't being scanned. This is usually a coverage gap — those systems aren't in scope for any current scan, or a scanner can't reach them. Review your scan scope and coverage. See Scanners.
What's the difference between a vulnerability and a finding? A vulnerability is a known weakness (for example, a missing patch). A finding is that weakness observed on one of your specific assets. One vulnerability can produce many findings across your environment. See the Glossary.
Reports & exports
Sharing results
How do I share results with someone who doesn't use the product? Generate a report. Reports package the current picture into a document you can download and share with stakeholders. See Reports.
What's an SBOM and can I export one? An SBOM (software bill of materials) is an inventory of the software components that make up an application. Where one is available, you can export it from the relevant screen. See the Glossary and Reports.
My report looks out of date. A report is a snapshot taken when it was generated. To reflect the latest data, generate a new one.
Notifications
Staying informed
I'm not receiving notifications. Check that notifications are switched on for the events you care about, and that the delivery method (for example email) is set up. Your administrator controls some routing. See Notifications.
I'm getting too many notifications. Tune what you subscribe to so you only hear about what matters — for example, only the most severe new findings. See Notifications.
Can my team get alerts in a shared channel? Depending on how your workspace is set up, notifications can be routed to shared destinations as well as to individuals. Your administrator manages these routes. See Admin.
Permissions & access
What you can do
A button or page is greyed out or missing. What you can see and do depends on your role. If an action isn't available to you, your role likely doesn't include it. Ask your administrator if you need more access. See Roles and what you can do.
I can see data but can't change anything. Some roles are view-only by design — ideal for executives and stakeholders who need the picture without editing it. If you need to make changes, ask your administrator to adjust your role.
How do I add a teammate? Adding people and setting their roles is an administrator task. See Admin.
Can someone in my company see another company's data? No. Each customer's data is isolated to their own workspace. You only ever see data for the workspace you're signed in to.