Common Issues & Solutions

Find fast answers to the most common questions and issues you might encounter while using LanternOps.

Integration Issues

Integration Not Syncing

Symptoms:

• Last sync timestamp shows “2+ hours ago”
• Evidence not updating in compliance dashboards
• Customer data appears stale

Common Causes & Solutions:

1. API Credentials Expired

Many integrations use OAuth tokens that expire periodically.

Solution:

1. In the sidebar, click Integrations
2. Select your integration from the list
3. Look for authentication status badge showing Authentication Required (warning state)
4. Click Reconnect or Re-authorize button
5. Follow OAuth flow to grant permissions
6. Verify Connected status badge appears (success state)

2. API Rate Limits Reached

Some platforms (like Microsoft Graph) have hourly/daily API limits.

Solution:

• Wait 15-30 minutes and check if sync resumes automatically
• Review integration settings for “Rate Limit Status”
• Contact your integration provider if limits seem too restrictive
• Consider upgrading your API tier if available

3. Auto-Sync Disabled

The integration might be configured but not actively syncing.

Solution:

1. In the sidebar, click Integrations
2. Select the integration from the list
3. Check that Auto-Sync toggle is enabled
4. Set sync frequency (we recommend 15 minutes)
5. Click Save Settings
6. Click Sync Now to test immediately

4. Integration API Changes

Occasionally, integration providers change their APIs.

Solution:

• Check if other integrations are working (helps isolate the issue)
• Contact [email protected] with the integration name
• We’ll update our connector and notify you when ready

Quick Test: Click Test Connection on the integration settings page. This immediately verifies credentials and API access.

Sync Failing with Error Messages

Symptoms:

• Integration sync status shows Failed (danger state)
• Error message appears in sync history
• Email notifications about sync failures

Common Errors & Solutions:

Error: “OAuth token expired or revoked”

• In the sidebar, click Integrations
• Select the integration from the list
• Click Re-authorize and complete OAuth flow
• Ensure you’re granting all requested permissions

Error: “Rate limit exceeded - retry after [time]”

• This is temporary - sync will resume automatically
• Reduce sync frequency in integration settings if recurring
• Contact integration provider to increase API limits

Error: “Invalid API key or insufficient permissions”

• Verify API key is correct (check for typos)
• Ensure API key has required scopes/permissions
• Some integrations require Admin-level API keys
• Generate new API key in source platform if needed

Error: “Connection timeout - unable to reach API endpoint”

• Check if integration provider is experiencing downtime
• Verify your network allows outbound connections to integration API
• Wait 15-30 minutes and try manual sync
• Contact support if timeout persists beyond 2 hours

Error: “Invalid customer/tenant ID in configuration”

• Review integration settings for correct tenant/customer identifiers
• Some integrations require specific ID formats
• Refer to integration-specific documentation for ID requirements

Integration Connected But No Data

Symptoms:

• Integration shows Connected status badge (success state)
• No evidence appearing in compliance dashboards
• Zero records synced in sync history

Common Causes & Solutions:

1. No Data in Source System

The integration is working, but there’s nothing to sync.

Solution:

• Log into the source platform (e.g., NinjaOne, Huntress)
• Verify data exists there (e.g., endpoints, tickets, users)
• If data exists in source but not LanternOps, contact support

2. Data Filtering Active

Some integrations have filters to sync only specific data.

Solution:

1. In the sidebar, click Integrations
2. Select the integration from the list
3. Navigate to Advanced Settings tab
4. Check for filters like:
   • “Sync only active devices”
   • “Include only specific customers”
   • “Date range limitations”
5. Adjust filters to include the data you need
6. Click Save and Sync Now

3. Insufficient API Permissions

Your API key might lack required scopes.

Solution:

1. Review the integration’s required permissions in our documentation
2. Check your API key permissions in the source platform
3. Create a new API key with full required scopes
4. Update credentials in LanternOps
5. Test connection

Data Appearing Delayed or Stale

Symptoms:

• Changes in source system not reflected in LanternOps
• Dashboard data is hours or days old
• Recent assets/tickets/users not showing up

Common Causes & Solutions:

1. Sync Frequency Settings

Integration may be configured to sync less frequently.

Solution:

1. In the sidebar, click Integrations
2. Select the integration from the list
3. Navigate to Sync Settings tab
4. Check current sync frequency (15 min, 1 hour, 4 hours, daily)
5. For real-time needs, set to 15 minutes (recommended)
6. Note: More frequent syncs consume more API quota
7. Click Sync Now to force immediate sync

2. Dashboard Caching

Dashboards cache data for performance (typically 15-30 minutes).

Solution:

• Wait up to 30 minutes for automatic cache refresh
• Force refresh: Click browser refresh or use Ctrl+Shift+R (Cmd+Shift+R on Mac)
• MSP admins can clear cache: In the sidebar, click Settings (under Administration), then navigate to System → Clear Dashboard Cache

3. Evidence Processing Queue

Large data syncs process in background and may take time.

Solution:

1. Check integration sync status for “Processing” indicator
2. Initial syncs can take 30-60 minutes for large datasets
3. Incremental syncs are typically under 5 minutes
4. Evidence appears in dashboards after processing completes
5. Check Activity Log for processing status updates

Compliance Issues

Missing Evidence for Controls

Symptoms:

• Control shows Not Satisfied (danger state) or Unknown status
• Expected evidence not appearing in control details
• Compliance percentage lower than expected in dashboard

Common Causes & Solutions:

1. No Service Mapped to Control

The control isn’t connected to any service in your catalog.

Solution:

1. In the sidebar, expand Operations
2. Click Compliance
3. Navigate to Frameworks tab
4. Select the framework you’re working with
5. Find the control showing missing evidence
6. Click View Mapped Services
7. If empty, click + Map Service
8. Select the service that satisfies this control
9. Click Save

The AI/RAG system usually auto-maps, but you can manually map if needed.

2. Integration Not Connected

The service is mapped, but evidence source isn’t connected.

Solution:

1. Review which integration provides evidence for this control
2. Example: CIS 1.1 (Asset Inventory) needs NinjaOne or similar RMM
3. In the sidebar, click Integrations
4. Connect the required integration
5. Wait 15 minutes for sync
6. Evidence should appear automatically

3. Evidence Collection Delay

Evidence is being collected but hasn’t processed yet.

Solution:

• Initial sync after connecting integration can take 30-60 minutes
• Check integration status page for “Last Sync” timestamp
• Refresh compliance dashboard after sync completes
• If still missing after 2 hours, contact support

4. Service Not Assigned to Customer

You have the service in your catalog, but this customer doesn’t have it.

Solution:

1. In the sidebar, expand Customers
2. Click All Customers
3. Select the customer from the list
4. Navigate to Services tab
5. Click + Add Service
6. Select the service that provides this control
7. Evidence will appear within 15 minutes

Controls Showing “Partially Satisfied”

Symptoms:

• Control status shows Partially Satisfied (warning state)
• Evidence exists but incomplete coverage shown

Common Causes & Solutions:

1. Multi-Part Control Requirements

Some controls require evidence from multiple sources.

Solution:

• Review the control’s requirements (click control for details)
• Example: CIS 5.1 requires both email security AND DNS filtering
• Connect all required integrations
• Ensure customer has all required services

2. Coverage Gaps

Evidence shows only partial implementation.

Solution:

• Example: “147 of 152 endpoints have EDR” = 97% coverage
• Review the gap details in the control evidence panel
• Remediate the gaps (install missing software, configure settings)
• Evidence will update automatically after next sync

Revenue Opportunity Issues

Revenue Opportunities Not Appearing

Symptoms:

• Revenue Discovery dashboard shows “No opportunities found”
• Expected gaps not being detected
• Opportunity count is zero

Common Causes & Solutions:

1. Integrations Not Synced Yet

Opportunity detection requires data from integrations.

Solution:

1. In the sidebar, click Integrations
2. Verify at least 3 integrations are connected and syncing
3. Common ones needed: RMM (NinjaOne), PSA (ConnectWise), M365
4. Wait for initial sync to complete (30-60 minutes)
5. In the sidebar, expand Customers, click Opportunities
6. Click Refresh Analysis to detect new revenue opportunities

2. Service Catalog Incomplete

We can’t detect gaps if we don’t know what you offer.

Solution:

1. In the sidebar, click Service Catalog (under Administration)
2. Ensure you have at least 10-15 services defined
3. Include pricing for each service
4. Categories to cover:
   • Security (EDR, email security, DNS filtering)
   • Monitoring (endpoints, servers, network)
   • Backup & DR
   • Compliance programs
   • Infrastructure management
5. Save catalog
6. In the sidebar, expand Customers, click Opportunities
7. Click Refresh Analysis to detect new revenue opportunities

3. Customer Already Has Everything

Rare, but possible - the customer might have all your services.

Solution:

• Review customer’s service assignments
• Check for tier upgrade opportunities (e.g., Basic → Premium)
• Look for quantity increases (e.g., add more licenses)
• Review hardware refresh opportunities (separate analysis)

4. Opportunity Detection Disabled

Feature might be toggled off for this customer.

Solution:

1. In the sidebar, expand Customers
2. Click All Customers
3. Select the customer from the list
4. Navigate to Settings tab
5. Check Enable Revenue Discovery
6. Click Save
7. In the sidebar, click Opportunities
8. Click Refresh Analysis

Customer Dashboard Issues

Customer Dashboard Not Updating

Symptoms:

• Customer views their portal but sees old data
• Metrics don’t match your internal view
• Last updated timestamp is stale

Common Causes & Solutions:

1. Dashboard Cache

Customer portals cache for performance.

Solution:

• Dashboards refresh every 4 hours automatically
• You can force refresh: Customer Settings → Refresh Dashboard Cache
• Ask customer to hard-refresh browser (Ctrl+Shift+R / Cmd+Shift+R)

2. Customer Dashboard Not Published

Dashboard exists but isn’t shared yet.

Solution:

1. In the sidebar, expand Customers
2. Click All Customers
3. Select the customer from the list
4. Navigate to Business Impact Dashboard tab
5. Check for Not Published warning banner (warning state)
6. Click Share with Customer button
7. Toggle Enable Customer Portal Access switch
8. Customer will receive email with secure dashboard link

3. Customer Credentials Issue

Customer can’t log in to view their dashboard.

Solution:

1. In the sidebar, expand Customers
2. Click All Customers
3. Select the customer from the list
4. Navigate to Portal Access tab
5. Click Send Portal Invitation
6. Customer will receive email with login link
7. If still not working, click Reset Portal Password

Dashboard Metrics Don’t Match Reality

Symptoms:

• Dashboard shows incorrect compliance percentage
• Service counts are wrong
• Business impact numbers seem off

Common Causes & Solutions:

1. Stale Integration Data

Dashboard shows data from last sync, not real-time.

Solution:

1. In the sidebar, click Integrations
2. Review last sync timestamps for each integration
3. Force sync if needed: click Sync Now button
4. Wait 5 minutes for dashboard recalculation
5. Refresh dashboard

2. Service Mapping Changed

You changed which services map to which controls.

Solution:

• Dashboard calculations use current mappings
• If you recently changed mappings, old evidence might not apply
• Wait for next integration sync cycle
• Dashboard will recalculate with new mappings

3. Calculation Error

Rare, but sometimes metrics miscalculate.

Solution:

• Navigate to the specific metric that looks wrong
• Click View Calculation Details to see formula
• If still incorrect, take screenshot and contact support
• Include: customer name, metric name, expected vs. actual value

Permission & Access Issues

Unable to Access Certain Features

Symptoms:

• Menu items or features are grayed out or missing
• “Access Denied” or “Insufficient Permissions” messages
• Can’t edit or modify certain settings

Common Causes & Solutions:

1. User Role Restrictions

Your user account may not have the required permissions.

Solution:

1. In the sidebar, click Settings (under Administration)
2. Navigate to User Management
3. Find your account in the user list
4. Common roles and permissions:
   • Admin - Full access to all features
   • Manager - Can view and edit most features, limited integration access
   • Technician - View-only access to dashboards and reports
   • Billing - Access to billing and customer financial data only
5. Contact your MSP administrator to request role upgrade if needed
6. For integration management, Admin role is typically required

2. Feature Not Enabled for Your Plan

Some features require specific subscription tiers.

Solution:

1. In the sidebar, click Billing (under Administration)
2. Navigate to Current Plan tab
3. Review feature comparison to see which plan includes the feature
4. Contact [email protected] to discuss upgrading your plan
5. Some features may be in beta - request beta access if applicable

3. Customer-Specific Access Limitations

You may not have access to a specific customer’s data.

Solution:

1. In the sidebar, click Settings (under Administration)
2. Navigate to User Management
3. Find your account in the user list
4. Check Assigned Customers list
5. If customer is missing, contact your MSP administrator
6. Admins can assign customer access: User Management → Edit user → Customer Access

Multi-Tenant Data Isolation

Symptoms:

• Can’t see data you expect to see
• Searching for assets/customers returns no results
• Dashboard shows fewer resources than expected

Common Causes & Solutions:

1. Viewing Wrong MSP Organization

If you manage multiple MSP organizations, you might be viewing the wrong one.

Solution:

1. Check current organization in top navigation bar
2. Click organization name dropdown
3. Switch to correct MSP organization
4. Data is completely isolated between organizations (by design)

2. Customer Filter Active

Dashboard or views may be filtered to specific customers.

Solution:

1. Look for active filter badges in top bar or sidebar
2. Click Clear All Filters or Show All Customers
3. Check date range filters (some data might be outside visible range)

Service Catalog Mapping Issues

Service Won’t Map to Control

Symptoms:

• Trying to map service to control manually
• Mapping doesn’t save or disappears
• Control doesn’t recognize service

Common Causes & Solutions:

1. Service Category Mismatch

Some controls only accept services from specific categories.

Solution:

1. Review the control’s requirements
2. Example: Access control requires “Security” category services
3. Update your service’s category if needed
4. Try mapping again

2. Service Lacks Required Fields

Incomplete service definitions can’t map properly.

Solution:

1. In the sidebar, click Service Catalog (under Administration)
2. Select the service from the list
3. Ensure these fields are filled:
   • Name
   • Description (detailed)
   • Category
   • Pricing (at least one pricing model)
   • Features list
4. Click Save
5. Try mapping again

3. AI/RAG Semantic Mismatch

The automatic mapping AI doesn’t see the connection.

Solution:

• Make your service description more detailed
• Include keywords from the control description
• Example: If mapping to “Asset Inventory,” mention “asset tracking,” “inventory management,” “device discovery”
• Save service and wait 5 minutes for re-analysis
• Manual mapping should work if automatic doesn’t

Too Many Automatic Mappings

Symptoms:

• Service maps to 20+ controls automatically
• Many mappings seem incorrect or low-confidence

Common Causes & Solutions:

1. Service Description Too Broad

Very generic descriptions match many controls.

Solution:

1. In the sidebar, click Service Catalog (under Administration)
2. Edit the service to be more specific
3. Example: Change “Complete Security” to “Endpoint Detection and Response (EDR)”
4. Save service
5. Navigate to Service Mappings tab
6. Click Review Mappings
7. Remove low-confidence mappings (< 70%)

2. Manual Override Needed

You can disable automatic mapping for specific services.

Solution:

1. In the sidebar, click Service Catalog (under Administration)
2. Select the service from the list
3. Navigate to Mapping Settings section
4. Toggle Use Manual Mapping Only
5. Remove unwanted auto-mappings
6. Add only the correct mappings manually

Still Having Issues?

If these solutions don’t resolve your problem:

1. Check System Status

   • System status page (coming soon)
   • Verify no platform-wide outages affecting your integrations

2. Review Documentation

   • Integration Guides
   • Compliance Framework Details
   • Revenue Discovery Guide

3. Contact Support

   • Email: [email protected]
   • Include:
     • Detailed description of issue
     • Screenshots showing error messages or unexpected behavior
     • Steps you’ve already tried from this troubleshooting guide
     • Your MSP organization name
     • Relevant integration names and sync timestamps
   • Response Time: Within 24 hours (typically within 4 hours during business hours)
   • Business Hours: Monday-Friday, 9 AM - 6 PM EST

4. Emergency Support

   • For critical production issues only (platform down, data loss, security issues)
   • Email: [email protected] with subject “URGENT:”
   • Monitored 24/7 for urgent requests

Helpful Resources

• Quick Start Guide - If you’re just getting started
• Integration Setup - For integration-specific issues
• Support Page - How to get help
• Feature Requests - Suggest improvements