Common Errors
Solutions for common platform errors in Vulnsy -- login issues, permission errors, file upload failures, and more.
This page covers common errors you may encounter while using Vulnsy and how to resolve them.
"No template selected"
When: Exporting a report.
Cause: No DOCX template has been assigned to the report tab you are trying to export.
Fix:
- Open the report
- Go to the tab you want to export
- In the export settings, select a template from the dropdown
- Try the export again
You can set a default template for all new reports at Admin > Templates. This prevents this error for future reports.
"No findings in report"
When: Exporting a report.
Cause: The report tab has no findings assigned to it.
Fix:
- Open the report tab
- Add at least one finding -- either from your library or create one inline
- Try the export again
Login Issues
Symptoms: Cannot log in, credentials rejected, session expired.
Fix:
- Verify your email and password are correct
- Clear your browser cache and cookies
- Check if MFA (multi-factor authentication) is enabled on your account -- you may need to enter a code
- Try a private/incognito browser window
- Use the Forgot Password link to reset your password if needed
If your account has been locked due to too many failed attempts, wait 15 minutes before trying again or contact your organization admin.
Permission Denied
Symptoms: "You do not have permission" message, feature is greyed out or inaccessible, 403 error.
Cause: Your user role does not have the required permissions for the action you are attempting.
Fix:
- Check your current role in your profile settings
- Contact your organization administrator to review your role and permissions
- See Permissions for details on what each role can access
File Upload Failures
Symptoms: File upload hangs, fails, or shows an error message.
Cause: The file exceeds size limits, or S3 storage is not configured correctly.
Fix:
- Check the file size -- ensure it is within your plan's upload limits
- Try a smaller file to confirm uploads work in general
- If no uploads work, ask your admin to check the S3 configuration status in Admin > Organization Settings
- Verify your organization has not exceeded its storage quota
Still Need Help?
If you cannot resolve your issue using the steps above:
- Email support at support@vulnsy.com
- Include your organization name, the steps to reproduce the issue, and any error messages
Enterprise plan customers have access to a dedicated support channel with faster response times.