Platform Operations
Troubleshooting
Resolve common issues with connectors, evaluations, findings, and workflows.
Last updated: June 2026
Who this is for
Anyone encountering unexpected behavior in Nuxari, admins, approvers, and auditors.
Before you start
Check connector health in Settings > Connectors as a first step for most platform issues, many problems trace back to a connector that is disconnected or has expired credentials.
Connector cannot connect
Possible causeThe connector credentials may have expired or been revoked in the external system.
ResolutionGo to Settings > Connectors, select the connector, click Test Connection to confirm the error, then click Rotate Credentials to enter updated credentials. Save and test again.
Credential expired notification received
Possible causeAn app registration secret, certificate, or connector credential is approaching or has passed its expiry date.
ResolutionNavigate to Governance > Findings and find the credential expiry finding. Create a remediation plan and assign it to the owner of the affected credential for rotation. After rotation, re-run the Credential Hygiene Pack to confirm the finding is closed.
Evaluation returned partial coverage
Possible causeOne or more connectors were temporarily unavailable or returned incomplete data during the evaluation run.
ResolutionCheck connector health in Settings > Connectors. Resolve any connectors showing Error or Disconnected status. Re-run the evaluation once all connectors are healthy to get complete coverage.
Finding did not close after remediation
Possible causeThe corrective action may not have applied successfully in the source system, or the evaluation has not re-run since the remediation completed.
ResolutionGo to Governance > Remediation and check the plan status. If execution shows Completed, re-run the Remediation Canary Pack or trigger a manual evaluation to re-check the finding. Verify directly in the source system that the change was applied.
Scheduled job did not execute
Possible causeThe approval for the scheduled plan was not completed before the scheduled execution time.
ResolutionGo to Workflows > Approvals and check whether the associated plan is still awaiting approval. Contact the assigned approver. Once approved, you can reschedule the job or trigger it manually.
User cannot access a feature
Possible causeThe user's role does not include permission for that feature.
ResolutionAsk your workspace admin to review the user's role assignment in Settings > Team. If the user needs elevated access, the admin can update their role. See Workspaces and Roles for the full permission breakdown.
Notification not received
Possible causeThe notification channel may be misconfigured, or the event type may not be enabled for that channel.
ResolutionGo to Settings > Notifications. Verify that the channel is active and that the relevant event type is checked. Click Send Test Notification to confirm delivery is working. Check your email spam filter if using email notifications.
AI assistant cannot answer a question
Possible causeThe query may be outside the scope of available governance data, or the relevant connectors may not be healthy.
ResolutionTry rephrasing the question to be more specific. Check that the relevant connectors are active in Settings > Connectors. If connector data is stale, trigger a new evaluation before querying the assistant.
Evidence package is incomplete
Possible causeThe evaluation cycle may not have completed before the package was created, or some connectors returned partial data.
ResolutionWait for the next scheduled evaluation cycle to complete, or trigger a manual evaluation. Re-create the evidence package after the evaluation finishes to capture the complete dataset.
If you continue to experience an issue after following these steps, contact Nuxari support atsupport@nuxari.comwith a description of the issue and the relevant connector or workflow name.