Troubleshooting

Use these checks when report content is missing, unexpected, or still changing.

A widget has no results

Check the current internal or external selection, preset filter, timeframe, and manual dropdowns. Widgets remain visible when a filter has no matches and show an empty-state message. Clear filters or choose Show all before concluding that the report contains no data.

A list shows fewer rows than expected

Lists use server-side paging. Check the total row count, page number, rows per page, active filters, and sort direction. My Reports also relies on its server-side view to decide which reports are eligible to appear.

Time is shown as unknown

The source row did not provide a parseable timestamp in the expected field. Aggregated views may use the earliest or latest contributing timestamp. Confirm the report source and inspect a related connection when precise timing matters.

Hostname, process, or metadata is unavailable

These fields are only displayed when present in source data or enrichment. Process information is primarily available from supported Collector installations. PCAP reports cannot recover endpoint process identity from packets alone.

Summary and list totals differ

Overview widgets group records, while lists can show activities, requests, or individual connections. A summary total may therefore represent multiple rows. Confirm the grouping fields and whether the metric is a count, a distinct count, or a sum.

A report is still processing

In-progress reports appear in My Reports and are polled for status changes. Leave the screen open or return later. When processing completes, the row updates and can be opened normally.

A report expired

Expired reports are not shown in My Reports. Re-upload the original capture or create a fresh capture. If expiration seems incorrect, compare the stored UTC expiration timestamp with the local date shown in the interface.

A live report is not updating

Confirm that Red Hand Collector is connected and the report is online. Check the latest-analysis timestamp, then switch to another section and back. Automatic refresh applies to Collector reports, not fixed PCAP reports.

Still stuck

Use the site contact form and include the report key, screen name, active filters, expected result, and a screenshot. Do not send packet data or credentials through the message field.