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Troubleshooting Guide

Common issues and solutions for MCP Sentinel users.

Quick Solutions

Not receiving alerts?

Check your alert preferences and verify severity thresholds.

Events not appearing?

Verify your server connections and webhook configuration.

Common Issues

Symptoms:
  • Events not appearing in dashboard
  • Server showing "disconnected" status
  • Webhook test failures
Solutions:
  1. Check URL: Verify webhook URL is correct and accessible
  2. Authentication: Ensure API keys or tokens are valid
  3. Firewall: Confirm webhook endpoint is not blocked
  4. SSL/TLS: Verify HTTPS certificates are valid
  5. Format: Check that JSON payload matches expected format
Debug tip: Use the test connection feature in your server settings to diagnose issues.

Check These Settings:
  1. Email Enabled: Verify email alerts are enabled in preferences
  2. Severity Threshold: Check if events meet your severity threshold
  3. Email Address: Confirm your email address is correct in profile
  4. Spam Folder: Check spam/junk folder for alerts
  5. Business Hours: Verify business hours settings if enabled
Email Delivery Issues:
  • Add alerts@mcpsentinel.com to your contacts
  • Whitelist our domain in your email filters
  • Contact support if delivery problems persist

Common Problems:
  • Invalid Bot Token: Verify your Slack bot token is correct
  • Missing Permissions: Ensure bot has permission to post to channels
  • Channel Not Found: Check channel names are spelled correctly
  • Workspace Issues: Confirm bot is added to your workspace
Testing Slack Connection:
  1. Go to Alert Preferences
  2. Click "Test Slack Connection"
  3. Review any error messages
  4. Update settings as needed

Symptoms:
  • HTTP 429 "Too Many Requests" errors
  • API calls being rejected
  • Delayed event processing
Solutions:
  1. Check Rate Limits: Review your plan's API limits
  2. Implement Backoff: Add exponential backoff to your requests
  3. Batch Requests: Group multiple events into single requests
  4. Upgrade Plan: Consider upgrading for higher limits

Payment Problems:
  • Card Declined: Contact your bank or try a different payment method
  • Billing Address: Ensure billing address matches your card
  • International Cards: Some international cards may not be supported
Subscription Issues:
  • Usage Limits: Check your current usage in billing dashboard
  • Plan Changes: Allow up to 5 minutes for plan changes to take effect
  • Cancellation: Access continues until end of billing period

View Billing Dashboard

Performance Issues

Slow Dashboard Loading

  • Clear your browser cache and cookies
  • Try using an incognito/private browsing window
  • Check for browser extensions that might interfere
  • Ensure you have a stable internet connection

Large Event Volumes

If you're processing large volumes of events:

  • Use event filtering to reduce noise
  • Consider upgrading to a higher-tier plan
  • Implement local caching where possible
  • Use batch processing for historical data

Account Issues

Login Problems

  • Forgot Password: Use the password reset link on login page
  • Account Locked: Wait 15 minutes or contact support
  • Two-Factor Issues: Use backup codes or contact support

Profile and Settings

  • Email Changes: Verify your new email address
  • Password Updates: Ensure new password meets requirements
  • Preference Changes: Changes take effect immediately

Data and Privacy

Data Retention

Event data is retained based on your subscription plan:

  • Free: 7 days
  • Starter: 30 days
  • Professional: 90 days
  • Enterprise: 365 days

Data Export

To export your data:

  1. Contact support with your export requirements
  2. Specify date range and data types needed
  3. Allow 2-3 business days for processing
  4. Data will be provided in JSON or CSV format

Browser Compatibility

Browser Minimum Version Status
Chrome 90+ Fully Supported
Firefox 88+ Fully Supported
Safari 14+ Fully Supported
Edge 90+ Fully Supported
Internet Explorer Any Not Supported

Getting Help

Documentation

Search our complete documentation for answers.

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Email Support

Get help from our support team via email.

Contact Support
Priority Support

Phone and chat support for Professional+ plans.

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Still Need Help?

If you can't find a solution here, please contact our support team with:

  • Detailed description of the issue
  • Steps you've already tried
  • Screenshots or error messages if applicable
  • Your browser and operating system information