Troubleshooting knowledge base

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The Segura troubleshooting and resolution knowledge base is an enterprise-grade, deeply integrated resource that empowers administrators and security teams to detect, diagnose, and resolve operational issues at speed and scale. Embedded natively in the Orbit interface and accessible via API and web portal, this knowledge base consolidates event analysis, actionable playbooks, granular debug tools, and continuous feedback into a single, intelligent workflow.

Troubleshooting architecture: actionable, contextual, real-time

Searchable and contextual knowledge base

  • Instant access from Orbit: troubleshooting is a click away, via a dynamic panel in Orbit and a dedicated web portal. Context-awareness ensures that whenever an error, alert, or warning is triggered, the relevant troubleshooting resources, diagnostic tools, and recommended actions are immediately presented in context.
  • Unified knowledge repository: the platform aggregates manuals, config guides, event definitions, KB articles, video guides, and scenario-based solutions, enabling admins to transition seamlessly from symptom to resolution.
  • Smart search and auto-tagging: search by error code, event type, symptom, or asset. All content is auto-tagged by component, version, risk, and remediation type.

Use case

  • When AD Sync Failure is detected, the troubleshooting panel instantly suggests the most relevant resolution workflow, auto-fills with known environmental data, and highlights similar historical issues.

Event catalog, error codes, and root cause mapping

  • Comprehensive catalog: every event, system, security, network, integration, is mapped with:
    • Plain-English description.
    • Impact scope (user, workflow, compliance).
    • Root cause trees.
    • Severity, risk, and recurrence metrics.
  • Error code linkage: each error code links to live KB articles, debug log patterns, and resolution scripts.
  • Sample log traces: real-world log samples illustrate expected vs. anomalous behavior.

Use case

A connector error E1012 (Network Timeout) entry lists:

  • Symptoms (session drops, delay spikes).
  • Common causes (firewall misconfig, VPN issues).
  • Scripts to test connectivity.
  • KBs for both root cause and preventive actions.

Guided troubleshooting workflows and interactive playbooks

  • Interactive, step-by-step diagnosis: troubleshooting follows dynamic workflows, adaptive, decision-tree logic walks admins through data gathering, log analysis, and remediation.
  • Integrated tools: each step can trigger live checks (ping, credential validation, config diff), invoke debug modes, or suggest recovery actions, all from within the Orbit UI.
  • Automated remediation options: where applicable, the system enables one-click remediation (restart, config reset, re-sync) and logs every action for audit.

Use case

When Password rotation failed is reported:

  1. Admin clicks workflow link.
  2. Guided through network and permission checks (with one-click Test now).
  3. Option to enable debug on the connector (logs shown inline).
  4. Final recommended action (auto-remediation or manual fix) is presented.

Live diagnostic insights and dynamic documentation

  • Continuous content updates: documentation is updated automatically with each product release, patch, or emerging issue, keeping troubleshooting playbooks current.
  • Crowdsourced and field-validated tips: admins and support engineers contribute proven workarounds, which are reviewed and incorporated into workflows.
  • Scenario-based examples: for each workflow, real-world scenarios are listed, mapping symptoms to steps and final resolution, including screenshots, command output, and time-to-resolve metrics.

Use case

Agent upgrade issue, version mismatch scenario:

  • Expected/actual log output.
  • Step-by-step fix.
  • Video snippet of successful upgrade.
  • Success rate and average MTTR statistics.

Component-specific debug modes and guided diagnostics

  • Granular debug activation: debug mode is scoped per component (agent, connector, API, workflow) and is enabled via Orbit, CLI, or policy, with audit trail. No need to restart global services: only the affected area is placed into verbose mode, minimizing operational risk.
  • Real-time diagnostic collection: system auto-collects detailed logs, environment info, configuration deltas, and run-time traces.
  • AI-assisted log analysis: collected data is immediately parsed and correlated against a knowledge base of known issues, error signatures, and typical resolutions.
  • Automated remediation and replay: platform offers suggested and automated fixes (re-run operation in debug mode, reset component, rotate secret) and logs all attempts for audit.

Use case

A failed API integration triggers a workflow:

  • Enable debug mode for API component via Orbit UI.
  • System captures payloads, response times, and error stack.
  • Analysis links to OAuth handshake error article.
  • Step-by-step resolution: fix credentials, test connection, retry operation with debug logs for confirmation.

Automated remediation and feedback loop

  • Self-healing operations: for frequent or well-understood issues, the system suggests or executes automated fixes (e.g., service restart, credential re-sync, certificate renewal) and tracks success.
  • Real-time feedback and improvement: after resolution, admins rate guidance, submit feedback, and add custom steps, feeding an ML-driven improvement cycle for docs and playbooks.
  • Evidence capture for audit: every action, troubleshooting steps, debug logs, admin notes, is timestamped and exportable for compliance or incident review.

Use case

Agent stopped reporting scenario:

  • System suggests automated agent restart.
  • If resolved, admin rates and confirms.
  • If not, system escalates with all logs/steps prepackaged for support.

Scenario gallery and resolution templates

  • Hands-on case library:

    Common troubleshooting scenarios are documented with:

    • Full event-to-resolution workflow.
    • Actual command outputs.
    • Screenshots and before/after configuration states.
    • Median time-to-resolve.
    • Preventive best practices.

  • Reusable Templates: complex fixes (e.g., migration errors, policy conflicts) are available as reusable, parameterized scripts.

Use case

  • Database credential sync error: workflow includes SQL test commands, debug activation, config rollbacks, and re-validation templates

Compliance, logging and auditability

  • Action tracking: every troubleshooting action, debug activation, and knowledge base access is logged with admin, timestamp, and affected assets.

  • Documentation export: all workflows, logs, and steps are exportable for audits, compliance reports, and knowledge transfer.

Integration and extensibility

  • Orbit Embedded & API Accessible: troubleshooting is embedded natively in all admin workflows and accessible via API for ITSM or SOC integration.
  • External knowledge enrichment: supports linking to vendor documentation, support tickets, and community playbooks for edge case escalation.

Continuous knowledge base improvement (AI-driven)

  • Adaptive content Engine: usage analytics, admin feedback, and ML-driven pattern recognition continuously refine the knowledge base, add new playbooks, and surface trending issues.
  • AI copilot recommendations: the system proactively recommends resolution steps based on live context—learning from every incident, admin input, and outcome.

Example of full troubleshooting flow (End-to-end)

  1. Event: credential rotation failed – E1050.
  2. Notification: Orbit alerts admin; troubleshooting panel opens contextually
    1. Admin reviews root cause tree and recommended network check workflow (auto-ping test).
    2. If unresolved, enables debug for connector.
    3. System parses logs, matches to insufficient permissions KB article.
    4. Remediation suggested (grant role, retry operation with debug).
    5. Admin confirms fix, adds feedback for doc improvement.
  3. Audit: all actions, logs, and outcomes exported to compliance report.