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Common Issues

Solutions to frequently encountered problems with CastellanAI.

Agent Issues​

Agent Shows "Offline" or "Disconnected"​

What you see:

  • Agent status is red or shows "Disconnected" in the Portal
  • No new events appearing from that device

Offline Agent An agent showing offline status with red indicator and "Disconnected" label in the agent list.

How to fix:

  1. Restart the agent service on the affected device

    • Windows: Open Services, find "CastellanAgent", click Restart
    • Contact your IT team if you don't have access

  2. Check if the device has internet access

    • The agent needs to connect to CastellanAI servers
    • Verify the device can browse the web

  3. Verify firewall isn't blocking the agent

    • CastellanAI needs outbound HTTPS (port 443) access
    • Contact your IT team to check firewall rules

  4. Wait a few minutes

    • Agents reconnect automatically after brief outages
    • If still offline after 5 minutes, contact support

Agent Using Too Many Resources​

What you see:

  • Computer running slowly when agent is active
  • High CPU or memory usage from CastellanAgent

How to fix:

  1. Go to Devices → Agents in the Portal
  2. Select the affected agent
  3. Click Settings tab
  4. Enable Smart Filtering (reduces processing load)
  5. Set Monitoring Mode to "Balanced" instead of "Comprehensive"

If issues persist, contact support.

Portal & Dashboard Issues​

Can't Log In​

Login Page The login page with the "Forgot Password" link highlighted.

How to fix:

  1. Click "Forgot Password" on the login page to reset your password
  2. Check your email for a verification link (including spam folder)
  3. Clear your browser cache and try again
  4. Try a different browser to rule out browser issues
  5. If your account is locked, wait 15 minutes or contact support

Events Not Showing Up​

How to fix:

  1. Check your time filter - Events may be outside the selected date range
  2. Verify agents are online - Go to Devices → Agents and check status
  3. Check your subscription - Expired subscriptions stop event collection
  4. Wait a moment - New events may take up to 30 seconds to appear
  5. Refresh the page - Press F5 or click the refresh button

Dashboard Loading Slowly​

How to fix:

  1. Narrow your time range - Select "Last 1 Hour" instead of "Last 7 Days"
  2. Apply filters - Filter by severity or event type to reduce data
  3. Clear browser cache - Old cached data can slow things down
  4. Try a different browser - Some browsers perform better than others

Notification Issues​

Not Receiving Email Alerts​

How to fix:

  1. Check spam/junk folder for emails from noreply@castellanai.com
  2. Add to safe senders - Whitelist CastellanAI in your email settings
  3. Verify your email address in Settings → Profile
  4. Check notification rules in Configuration → Notifications

Teams/Slack Notifications Not Working​

How to fix:

  1. Verify webhook URL is correct in integration settings
  2. Test the connection using the "Send Test" button
  3. Check channel permissions - Bot may need to be invited to channel
  4. Review notification rules - Ensure rules match the events you expect

Subscription Issues​

Features Not Available​

What you see:

  • Buttons or options are grayed out
  • Message says "Upgrade required"

Upgrade Required A feature showing the "Upgrade Required" badge or grayed-out button indicating subscription limitation.

How to fix:

  1. Check your subscription tier in Settings → Subscription
  2. Upgrade your plan if the feature requires a higher tier
  3. If you believe this is an error, contact support

Events Disappearing​

What you see:

  • Older events no longer visible in dashboard

This is expected behavior. Event retention depends on your subscription tier:

SubscriptionEvents Kept For
Small Business24 hours
Medium Business7 days
Enterprise30 days

To keep events longer, use Data Export before they expire, or upgrade your subscription.

Still Having Problems?​

If these solutions don't resolve your issue: