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Common Issues

This page covers the most frequently encountered issues with Guardian Pro and their solutions. For topic-specific troubleshooting, see the dedicated guides for CUR Issues, IAM Issues, and Scan Issues.

Login Problems​

Cannot Sign In​

Symptoms: Login page shows "Invalid credentials" or does not respond after clicking Sign In.

Solutions:

  1. Verify your email address -- Ensure you are using the exact email address associated with your Guardian Pro account (case-sensitive).
  2. Reset your password -- Click "Forgot Password" on the login page. A reset link will be sent to your registered email.
  3. Check for account lockout -- After multiple failed login attempts, your account is temporarily locked for security. Wait 15 minutes and try again.
  4. Clear browser cache -- Outdated cached data can occasionally interfere with authentication. Clear your browser cache and cookies for the Guardian Pro domain, then try again.
  5. Check for MFA issues -- If you have MFA enabled, ensure your authenticator app's time is synchronized. See MFA Troubleshooting.
tip

If you are locked out and cannot recover access through the standard flow, contact support with your registered email address.

Session Expired Unexpectedly​

Symptoms: You are redirected to the login page while actively using the platform.

Solutions:

  • This typically occurs when your authentication token expires and cannot be automatically refreshed. Sign in again.
  • If this happens frequently, check that your browser allows cookies and local storage for the Guardian Pro domain.
  • Ensure you are not using the same account in multiple browser tabs with different accounts selected -- this can cause token conflicts.

Symptoms: Clicking an invitation link shows an error or redirects to the login page.

Solutions:

  • Invitation links expire after 7 days. Ask your administrator to resend the invitation.
  • Ensure you are opening the link in a supported browser (Chrome, Firefox, Safari, or Edge).
  • If the link was forwarded via email, check that the URL was not truncated or modified by your email client.

Empty Dashboard​

Dashboard Shows No Data​

Symptoms: After logging in, the dashboard shows empty cards or zero values for health score, findings, and cost.

Solutions:

  1. Check if onboarding is complete -- Navigate to Settings > Organization and verify that at least one AWS account is connected with Active status.
  2. Run your first scan -- If onboarding is complete but no scan has run, click Run Scan on the dashboard.
  3. Check account selection -- Ensure you have the correct account selected in the account selector. If you have selected a specific account that has not been scanned yet, the dashboard will be empty.
  4. Wait for scan completion -- If a scan is in progress, the dashboard will populate once it completes. Check the scan progress indicator.
info

A brand-new account will show empty data until its first scan completes. Scans typically take 2-10 minutes depending on the number of resources in the account.

Cost Data Missing​

Symptoms: The cost summary card shows "No data available" or all zeros.

Solutions:

Cost Intelligence requires AWS Cost and Usage Reports (CUR) to be configured. If cost data is missing:

  1. Verify CUR is configured by checking the CUR status card on the Cost Intelligence page.
  2. If CUR shows "Not Configured," follow the CUR Setup Guide.
  3. If CUR is configured but data is missing, see CUR Issues.

Compliance Score Not Showing​

Symptoms: The compliance score card shows "No frameworks subscribed" or is empty.

Solutions:

  1. Navigate to Settings > Frameworks.
  2. Subscribe to at least one compliance framework (CIS, SOC 2, GDPR, or Well-Architected).
  3. Run a scan to evaluate compliance controls.
  4. Return to the dashboard to see your compliance score.

Page Loading Issues​

Pages Load Slowly or Time Out​

Symptoms: Pages take a long time to load, show spinners indefinitely, or display timeout errors.

Solutions:

  • Check your internet connection -- Guardian Pro requires a stable internet connection for real-time features.
  • Try a different browser -- Rule out browser-specific issues.
  • Disable browser extensions -- Ad blockers or privacy extensions may interfere with API calls. Try with extensions disabled.
  • Check Guardian Pro status -- Visit the Guardian Pro status page (accessible from the Support page) to check for any ongoing service issues.

Real-Time Updates Not Working​

Symptoms: Scan progress does not update in real time, remediation status does not change, or the AI Assistant does not stream responses.

Solutions:

  • Real-time features require a persistent connection. If updates are not appearing:
    • Refresh the page to re-establish the connection.
    • Check that your network allows persistent connections (some corporate firewalls or proxies may block them).
    • Verify that your browser is not in an aggressive power-saving mode that suspends background connections.

Remediation Issues​

Remediation Failed​

Symptoms: After clicking "Fix," the remediation shows a failed status.

Solutions:

  1. Check the error message -- The remediation detail includes a specific error message explaining what went wrong.
  2. Verify IAM permissions -- The most common cause of remediation failure is insufficient IAM permissions. Ensure the Guardian Pro role in the target account has the required write permissions. See IAM Issues.
  3. Check resource state -- The resource may have been modified or deleted since the scan. Run a new scan to refresh the finding.
  4. Resource is managed by CloudFormation -- If the resource is managed by a CloudFormation stack, direct remediation may conflict with the stack's desired state. Guardian Pro will note this and provide guidance.
note

Every remediation action is logged with a correlation ID. Include this ID when contacting support for faster resolution.

Rollback Not Available​

Symptoms: The "Rollback" button is not shown for a remediated finding.

Solutions:

  • Not all remediations are reversible. The rollback option is only available for remediation types where the original state can be safely restored.
  • The remediation detail page shows whether rollback is available for each specific fix.
  • If a rollback was previously applied, it cannot be rolled back a second time.

Notification Issues​

Not Receiving Email Notifications​

Symptoms: Expected email notifications (alerts, digests, reports) are not arriving.

Solutions:

  1. Check your spam/junk folder -- Notification emails may be filtered.
  2. Verify your notification preferences in Settings > Notifications. Ensure the relevant channels are enabled.
  3. Check that your email address is correct in your profile settings.
  4. If using a corporate email system, ensure the Guardian Pro sending domain is allowlisted.

Too Many Notifications​

Solutions:

  1. Navigate to Settings > Notifications.
  2. Adjust the notification frequency (instant, daily digest, weekly summary).
  3. Customize which severity levels trigger notifications.
  4. Disable specific channels you do not want to receive.

Browser Compatibility​

Guardian Pro is tested and supported on the latest versions of:

BrowserSupported
Google ChromeLatest 2 versions
Mozilla FirefoxLatest 2 versions
Apple SafariLatest 2 versions
Microsoft EdgeLatest 2 versions
caution

Internet Explorer is not supported. If you experience issues, ensure you are using a supported browser version.

Still Need Help?​

If the solutions above do not resolve your issue:

  1. Check the FAQ for additional answers.
  2. Review the topic-specific guides: CUR Issues, IAM Issues, Scan Issues.
  3. Contact Guardian Pro Support with a description of your issue and any relevant correlation IDs or error messages.