Common Issues

This page covers frequently encountered issues and their solutions.

Login Issues

Can't Sign In

Symptoms: Unable to log in, redirected back to login page.

Solutions:

1. Clear browser cookies for LangGuard and try again
2. Try incognito/private mode to rule out browser extensions
3. Check your email domain - Your organization may restrict which domains can access LangGuard
4. Contact your admin if you need to be added to the allowed users list

Session Expired

Symptoms: Suddenly logged out, "Session expired" message.

Solutions:

1. Simply log in again - sessions expire after a period of inactivity
2. Clear cookies if you're stuck in a loop
3. Check if you have multiple tabs open - logging out in one logs you out everywhere

Wrong Account

Symptoms: Logged in but seeing wrong data or no access.

Solutions:

1. Check which Google account you're signed in with
2. Log out and log in with the correct account
3. Contact your admin if you need access to a different workspace

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Data Not Appearing

No Traces Showing

Symptoms: Trace Explorer is empty, no data visible.

Solutions:

1. Check the time range - Expand to "Last 7 days" or "Last 30 days"
2. Clear all filters - Remove any active filters that might be hiding data
3. Check integration status - Go to Integrations and verify connections are healthy
4. Trigger a manual sync - Click the sync button on your integration
5. Verify source has data - Check your observability platform directly

Missing Agents

Symptoms: Some agents not appearing in Agent Activity.

Solutions:

1. Agents are detected automatically from trace data - ensure traces are syncing
2. Check if agent names are being set correctly in your instrumentation
3. Allow time for the next sync cycle to detect new agents

Stale Data

Symptoms: Data appears outdated, recent traces missing.

Solutions:

1. Check last sync time on the integration card
2. Trigger manual sync to get latest data immediately
3. Check integration health - A failed sync may have stopped updates

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Integration Issues

Connection Failed

Symptoms: "Connection test failed" when adding integration.

Solutions:

1. Double-check credentials - Ensure API keys are correct and complete
2. Check for typos - Extra spaces, missing characters
3. Verify key permissions - Some keys may have limited access
4. Check if keys expired - Some platforms expire keys after a period

Sync Errors

Symptoms: Integration shows error status, sync failing.

Solutions:

1. Check integration health - Click the integration to see error details
2. Re-test connection - Credentials may have been revoked
3. Check source platform - The external service may be experiencing issues
4. Wait and retry - Temporary network issues usually resolve themselves

Rate Limit Errors

Symptoms: "Rate limit exceeded" errors in sync history.

Solutions:

1. This is usually temporary - syncs will resume automatically
2. If persistent, contact support to adjust sync frequency

See Integration Issues for platform-specific help.

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Performance Issues

Slow Page Loading

Symptoms: Pages take a long time to load, spinners persist.

Solutions:

1. Narrow the time range - Smaller date ranges load faster
2. Reduce selected items - Select fewer agents in Agent Activity
3. Clear browser cache - Stale data can cause slowdowns
4. Try a different browser - Rule out browser-specific issues

Charts Not Loading

Symptoms: Visualizations show "Loading..." indefinitely.

Solutions:

1. Refresh the page - A simple reload often fixes this
2. Check your network - Slow connections affect chart rendering
3. Reduce data range - Large datasets take longer to visualize

Timeouts

Symptoms: "Request timed out" errors.

Solutions:

1. Narrow your query - Use filters to reduce data volume
2. Try again later - Server may be under heavy load
3. Contact support if timeouts persist

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UI Issues

Page Not Loading

Symptoms: Blank page, nothing displays.

Solutions:

1. Hard refresh - Press Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows)
2. Clear cache - Browser cached data may be corrupted
3. Try incognito mode - Rules out extension conflicts
4. Check browser console - Press F12 and look for errors

Layout Problems

Symptoms: Elements overlapping, broken styling.

Solutions:

1. Zoom to 100% - Browser zoom can cause layout issues
2. Try a different browser - Some browsers render differently
3. Clear cache - Old CSS may be cached

Features Missing

Symptoms: Buttons or features you expect aren't visible.

Solutions:

1. Check your role - Some features require Editor or Admin access
2. Contact your admin to upgrade your permissions if needed

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Policy Issues

Policies Not Working

Symptoms: Policies enabled but no violations appearing.

Solutions:

1. Verify traces are syncing - Policies evaluate incoming traces
2. Check policy is enabled - Toggle may have been switched off
3. Review policy criteria - Your traces may not match the policy conditions

Too Many Violations

Symptoms: Overwhelmed by violation alerts.

Solutions:

1. Adjust policy severity - Lower severity for less critical policies
2. Refine policy rules - Make policies more specific
3. Disable noisy policies - Turn off policies generating false positives

Can't Edit Policies

Symptoms: Edit button disabled or missing.

Solutions:

1. Check your role - Policy editing requires Editor or Admin access
2. Contact your admin for permission upgrade

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Browser Compatibility

Supported Browsers

LangGuard works best with:

• Google Chrome (recommended)
• Mozilla Firefox
• Microsoft Edge
• Safari

Known Issues

• Internet Explorer: Not supported
• Older browsers: May have display issues

Mobile

LangGuard is designed for desktop use. Mobile browsers may have limited functionality.

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Still Need Help?

If none of these solutions work:

1. Check our FAQ: Frequently Asked Questions
2. Contact support: support@langguard.ai

When contacting support, include:

• What you were trying to do
• What happened instead
• Any error messages you saw
• Screenshots if helpful