Troubleshooting

This page covers common issues administrators may encounter and their resolutions.

Scanning Issues

Files are not being scanned

Possible causes:

1. Scanning disabled — Check Settings → File Scan → General Settings → File Protection toggle
2. Wrong profile — Verify the user's Salesforce Profile is mapped to a Protection Profile with scanning enabled

Scans timeout or fail

Possible causes:

1. Large files — Increase the scan timeout in Scan Configuration
2. Complex archives — Reduce archive extraction depth or max files
3. Temporary URL expired — This can happen with very large files on slow connections

Quarantine Issues

Cannot release a file

Possible causes:

1. Recycle Bin emptied — The file was permanently deleted and cannot be recovered.
2. Permission missing — Ensure you have the ThreatProtectionAdmin permission set
3. Already restored — The file may have already been released

Important: Quarantined files can only be released through the row action in the Reporting page scan log table. Undeleting directly from the Salesforce Recycle Bin will not work.

Notification Issues

Emails not sending

Possible causes:

1. No org-wide email address configured
2. Email deliverability disabled in the org (Setup → Email → Deliverability)
3. No recipients configured in notification settings
4. Event type not enabled — Check that the event triggers email notifications

In-app notifications not appearing

Possible causes:

1. Notification event not enabled for the category
2. User not in admin group (for admin notifications)

Performance Issues

Slow Reporting page

Resolution:

1. Reduce the total number of log entries (adjust Log Settings)
2. Use filters to narrow down the result set
3. Ensure the log cleanup scheduler is running

Getting Help

If you cannot resolve an issue:

1. Navigate to the Support tab in the bowbridge app
2. Check the FAQ section for common questions
3. Review the documentation links for detailed guidance
4. Click Submit a Support Ticket to contact bowbridge support
5. Include:
   • Your Salesforce org ID
   • Steps to reproduce the issue
   • Relevant scan log entries
   • Any error messages