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. Navigate to Integrations → Select your integration
2. Look for “⚠️ Authentication Required” warning
3. Click Reconnect or Re-authorize
4. Follow OAuth flow to grant permissions
5. Verify ”✅ Connected” status appears

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. Go to Integrations → Select integration
2. Check that Auto-Sync toggle is enabled
3. Set sync frequency (we recommend 15 minutes)
4. Click Save Settings
5. 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.

Integration Connected But No Data

Symptoms:

• Integration shows ”✅ Connected”
• No evidence appearing in compliance dashboards
• Zero records synced

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. Go to Integrations → Select integration → Advanced Settings
2. Check for filters like:
   • “Sync only active devices”
   • “Include only specific customers”
   • “Date range limitations”
3. Adjust filters to include the data you need
4. 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

Compliance Issues

Missing Evidence for Controls

Symptoms:

• Control shows “⚠️ Not Satisfied” or ”❓ Unknown”
• Expected evidence not appearing
• Compliance percentage lower than expected

Common Causes & Solutions:

1. No Service Mapped to Control

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

Solution:

1. Navigate to Compliance → Frameworks → Select framework
2. Find the control showing missing evidence
3. Click View Mapped Services
4. If empty, click + Map Service
5. Select the service that satisfies this control
6. 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. Navigate to 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. Navigate to Customers → Select customer
2. Go to Services tab
3. Click + Add Service
4. Select the service that provides this control
5. Evidence will appear within 15 minutes

Controls Showing “Partially Satisfied”

Symptoms:

• Control status shows yellow/warning state
• Evidence exists but incomplete

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. Navigate to 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. Navigate to Revenue Discovery and click Refresh Analysis

2. Service Catalog Incomplete

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

Solution:

1. Navigate to Service Catalog
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. Run Refresh Analysis in Revenue Discovery

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. Navigate to Customers → Select customer → Settings
2. Check Enable Revenue Discovery
3. Click Save
4. Run 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. Navigate to Customers → Select customer
2. Click Business Impact Dashboard
3. Check for “⚠️ Not Published” warning
4. Click Share with Customer
5. Toggle Enable Customer Portal Access
6. Customer will receive email with dashboard link

3. Customer Credentials Issue

Customer can’t log in to view their dashboard.

Solution:

1. Navigate to Customers → Select customer → Portal Access
2. Click Send Portal Invitation
3. Customer will receive email with login link
4. 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. Check Integrations → Last sync timestamps
2. Force sync if needed: Sync Now button
3. Wait 5 minutes for dashboard recalculation
4. 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

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. Navigate to Service Catalog → Select service
2. Ensure these fields are filled:
   • Name
   • Description (detailed)
   • Category
   • Pricing (at least one pricing model)
   • Features list
3. Click Save
4. 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. Edit the service to be more specific
2. Example: Change “Complete Security” to “Endpoint Detection and Response (EDR)”
3. Save service
4. Go to Service Mappings → Review Mappings
5. Remove low-confidence mappings (< 70%)

2. Manual Override Needed

You can disable automatic mapping for specific services.

Solution:

1. Navigate to Service Catalog → Select service
2. Under Mapping Settings
3. Toggle Use Manual Mapping Only
4. Remove unwanted auto-mappings
5. Add only the correct mappings manually

Still Having Issues?

If these solutions don’t resolve your problem:

1. Check System Status

   • Visit status.lanternops.io (coming soon)
   • Verify no platform-wide outages

2. Review Documentation

   • Integration Guides
   • Compliance Framework Details
   • Revenue Discovery Guide

3. Contact Support

   • Email: [email protected]
   • Include:
     • Detailed description of issue
     • Screenshots if applicable
     • Steps you’ve already tried
     • Your MSP organization name
   • Response within 24 hours (usually much faster)

4. Join Community

   • Share experiences with other MSPs
   • Get peer support
   • Request features
   • Community Slack (link coming soon)

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