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Troubleshoot common issues

This article covers the most common issues you may encounter when using Sekoia and provides first steps to resolve them. If a solution does not resolve your problem, contact support at support.sekoia.com.

Login and account issues

You cannot reach the login page

Possible cause: You are using the wrong URL for your workspace region.

What to do:

  1. Verify your region URL with your administrator. Each Sekoia region has a different app URL (see Log in for the first time for the full table).
  2. Try accessing the URL directly in your browser instead of using a saved bookmark.
  3. Check that your network does not block access to *.sekoia.io.

Your password does not work

What to do:

  1. Click Forgot password on the login page.
  2. Enter your email address.
  3. Check your inbox (including spam) for the password reset email.
  4. Follow the link in the email to set a new password. The link is valid for 24 hours.

Your two-factor authentication code is not accepted

Possible cause: The time on your device is out of sync, or you are using an expired code.

What to do:

  1. Verify that your device's time and date are set automatically (check your operating system clock settings).
  2. Wait for your authenticator app to generate a new code before trying again.
  3. If the problem persists, contact your workspace administrator and ask them to reset your 2FA.

See: Secure your account for the administrator reset procedure.

Your account has been deactivated

What to do:

Contact your workspace administrator. They can reactivate your account from Settings > Users. After reactivation, you must log in at least once before midnight on the same day, or the account will be deactivated again.

Connectivity issues

The platform does not refresh automatically (WebSocket error)

Symptom: A network connectivity error banner appears at the top of the page, and data in the interface does not update without a manual page refresh.

Cause: Your browser cannot maintain a WebSocket connection to app.sekoia.com/live.

What to do:

HAR archive step

If the net-export log file does not provide enough detail, generate a HAR (HTTP Archive) file to capture the full request and response trace:

  1. Open Chrome DevTools (F12) and select the Network tab.
  2. Check Preserve log.
  3. Reproduce the connectivity issue in the Sekoia tab.
  4. Right-click on any request in the Network tab and select Save all as HAR with content.
  5. Attach the .har file to your support ticket.

Other browsers

If you are not using Chrome, contact support.sekoia.com and describe your browser. The support team will guide you through the equivalent steps.

  1. Contact your network administrator and ask them to verify that WebSocket connections are permitted to wss://app.sekoia.io/live.
  2. If the problem persists, collect network logs for investigation:
    1. Open Google Chrome and navigate to chrome://net-export/.
    2. Click Start Logging to Disk and save the file.
    3. In a new tab, open your Sekoia workspace and reproduce the issue.
    4. Return to chrome://net-export/ and click Stop Logging.
    5. Attach the log file when opening a support ticket at support.sekoia.com.

API requests are blocked or return a 429 error

Cause: Your requests are hitting Sekoia's Web Application Firewall (WAF) rate limits.

What to do:

  • Reduce your request frequency to fewer than 5 requests per second.
  • If your script encounters two 4XX or 5XX errors within 10 seconds, add a pause before retrying.
  • If multiple users share a VPN exit point, coordinate API usage to stay within collective limits.

Intake and event ingestion issues

Your intake shows zero events after setup

What to do:

Intake type Check
Push Verify the intake key is correctly deployed in your data source configuration. Confirm your firewall permits outbound connections to the Sekoia intake endpoint for your region.
Pull Open the intake detail page and check the Connector log tab for error messages. Look for authentication failures or API connectivity errors. Verify the credentials you entered during intake setup are correct.

Allow up to 30 minutes after configuration before concluding that no events are arriving.

See: Verify event reception for the full verification procedure.

Your intake shows a high rate of warning or invalid events

What to do:

  1. Open the intake detail page.
  2. In the Events section, filter by Warning or Invalid to view the parsing error messages.
  3. Cross-reference the error with the technology-specific setup guide in the integration catalog.
  4. If the issue is not covered in the guide, open a support ticket.

Still need help?

If none of the steps above resolve your issue, contact the Sekoia support team:

  • Open a ticket at support.sekoia.com.
  • Include your workspace name, the region, the affected feature, and a description of the steps you already tried.