Common Issues

Solutions to frequently encountered problems with CastellanAI.

Quick Solutions

Most issues can be resolved in minutes with these common fixes. Check the relevant section below.

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Issue Categories

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Agent Issues

🔴 Agent Offline

Agent Shows "Offline" or "Disconnected"

Symptoms:

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

Solutions:

Step	Action
1. Restart Service	Windows: Services → CastellanAgent → Restart
2. Check Internet	Verify device can browse the web
3. Check Firewall	Ensure outbound HTTPS (port 443) is allowed
4. Wait	Agents reconnect automatically after brief outages

Auto-Recovery

If still offline after 5 minutes, contact support.

⚡ High Resources

Agent Using Too Many Resources

Symptoms:

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

Solutions:

1. Go to Devices → Agents in the Portal
2. Select the affected agent
3. Click Settings tab
4. Apply these changes:

Setting	Value
Smart Filtering	Enabled
Monitoring Mode	Balanced

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Portal & Dashboard Issues

🔐 Can't Log In

Can't Log In

Solutions:

Step	Action
1. Reset Password	Click "Forgot Password" on login page
2. Check Email	Look in spam folder for verification link
3. Clear Cache	Clear browser cache and try again
4. Try Another Browser	Rule out browser-specific issues
5. Wait 15 Minutes	Account may be temporarily locked

Account Locked

If locked repeatedly, contact support.

📊 Events Missing

Events Not Showing Up

Solutions:

Check	Action
Time Filter	Events may be outside selected date range
Agent Status	Verify agents are online in Devices → Agents
Subscription	Expired subscriptions stop event collection
Wait	New events may take up to 30 seconds
Refresh	Press F5 or click refresh button

🐌 Dashboard Slow

Dashboard Loading Slowly

Solutions:

Action	Description
Narrow Time Range	Select "Last 1 Hour" instead of longer ranges
Apply Filters	Filter by severity or event type
Clear Cache	Old cached data can slow things down
Try Another Browser	Some browsers perform better

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Notification Issues

📧 Email Alerts

Not Receiving Email Alerts

Solutions:

Step	Action
1. Check Spam	Look for emails from noreply@castellanai.com
2. Safe Senders	Whitelist CastellanAI in your email settings
3. Verify Email	Check Settings → Profile for correct email
4. Check Rules	Review Configuration → Notifications

💬 Teams/Slack

Teams/Slack Notifications Not Working

Solutions:

Check	Action
Webhook URL	Verify correct URL in integration settings
Test Connection	Use the "Send Test" button
Channel Permissions	Bot may need to be invited to channel
Notification Rules	Ensure rules match expected events

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Subscription Issues

🔒 Features Unavailable

Features Not Available

Symptoms:

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

Solutions:

Step	Action
1. Check Tier	Settings → Subscription to see your plan
2. Upgrade	Upgrade if feature requires higher tier
3. Contact Support	If you believe this is an error

📅 Events Disappearing

Events Disappearing

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

Subscription	Events Kept For
Small Business	24 hours
Medium Business	7 days
Enterprise	30 days

Keep Events Longer

Use Data Export before they expire, or upgrade your subscription.

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Still Having Problems?

Resource	Description
FAQ	More answers to common questions
Connectivity Issues	Network problem solutions
System Status	Check for service outages
Contact Support	Get personalized assistance

📝 Troubleshooting Checklist

• Identify the specific issue category
• Try the recommended solutions in order
• Check system status for outages
• Gather error messages and screenshots
• Note when the issue started
• Contact support if issue persists