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Use these first steps to resolve common issues. If you are signed in and need run details or tenant-specific checks, use the authenticated troubleshooting guide.

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Sign-in issues

1

Confirm the sign-in method

Confirm that you use the sign-in method that your organization selected.
2

Confirm that the account is active

Confirm that your account is active in your identity provider.
3

Confirm platform access

Confirm with your administrator that you have access to the platform.
4

Allow required browser features

Allow required cookies and pop-ups for the Living Security sign-in page. If the form does not display, ask IT to check the embedded sign-in asset hosts.
5

Use a supported browser

Try a current version of a supported browser.
If the issue continues, contact your administrator. Include the time of the attempt and the error text. Do not send a password, private key, access token, or API secret.
Your organization’s identity-provider policy can control session duration. Sign in again, then ask your IT team to review its session policy if the issue continues. Browser privacy settings and network changes can also end a session.

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Browser and page issues

1

Refresh the page

Refresh the page.
2

Confirm the network connection

Confirm that your network connection is stable.
3

Try a private browser window

Try a private browser window to rule out an old session or extension conflict.
4

Try another supported browser

Try a current version of another supported browser.
If the issue continues, record the page address, time, browser version, and visible error.
Ask IT to check the content and customer-upload allowlist. Contentful and customer-upload CDNs are outside the Living Security application wildcard. Test both opening content and uploading a new file from the affected network.
Privacy, script-blocking, and network-security extensions can block required requests. Ask your IT team to review the blocked request. Test in a controlled browser profile before you change an organization-wide policy.

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Integration connection issues

Confirm that the provider credentials are current and have the scopes in the provider setup guide. Also confirm that your firewall or proxy permits the required connection. See Integration setup and egress IP addresses.
Confirm that the source system contains the expected activity and that the connection includes the correct users, groups, or other scope. A successful connection means that the platform can reach the provider; it does not prove that the provider has returned every expected record.

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Get help

Contact Living Security Support when the first steps do not resolve the issue, or see Contact Support for every way to reach us, including booking time with your Customer Success Manager. Include:
  • your organization and provider, when relevant
  • the affected page or feature
  • the time of the most recent attempt, with time zone
  • the visible error text
  • the steps that you already tried
Never include passwords, private keys, access tokens, API secrets, or personal data that is not needed for the investigation. For security and compliance evidence, request access through the Living Security Trust Center.

Contact Support

Email Support or schedule a meeting.

Integration FAQs

Review integration questions and terms.

Integration setup

Prepare and verify a provider connection.