> For the complete documentation index, see [llms.txt](https://shellzerox.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://shellzerox.gitbook.io/docs/support-and-faq/troubleshooting.md). # Troubleshooting Resolve common SHELLZERO X account, scanning, verification, and report issues with practical troubleshooting steps. *** ### Overview This guide covers common issues that may occur when accessing SHELLZERO X, submitting a scan, verifying a domain, or reviewing security results. The exact cause may depend on the target website, DNS configuration, network conditions, or the availability of individual platform features. ### Website Access Issues If SHELLZERO X does not load or a page fails to respond, try the following: 1. Refresh the page and try again. 2. Check your internet connection. 3. Confirm that you are using the correct website address. 4. Try another browser or a private browsing window. 5. Temporarily disable browser extensions that may interfere with page functionality. If the issue continues, record the affected page, the approximate time, and any visible error message before contacting support. ### Account and Login Issues If you cannot access your account: * Confirm that your email address is entered correctly. * Check that your password is correct and that Caps Lock is not enabled. * Refresh the page and retry the login process. * If a password recovery option is available, follow the instructions provided by the platform. * Never share your password or authentication credentials with support personnel. If account access remains unavailable, contact support using the official contact address. ### Scan Submission Issues If a scan cannot be submitted or does not appear to complete, check the following: | Possible Issue | Recommended Action | | ------------------- | ------------------------------------------------------------------------------------------------------- | | Invalid Target | Verify that the domain or website address is entered correctly. | | Website Unreachable | Check whether the target is accessible from a normal browser. | | Domain Restrictions | Confirm whether ownership verification or additional authorization is required for the requested check. | | Temporary Failure | Wait briefly and retry if appropriate. | | Incomplete Results | Check whether the scan has finished and whether the report has refreshed. | Repeatedly submitting the same scan may not resolve a platform-side or target-side issue. ### Domain Verification Issues Some additional checks may require confirmation that you control the target domain. If verification fails: 1. Review the verification instructions provided by SHELLZERO X. 2. Confirm that the required verification value or record has been entered exactly as instructed. 3. Check that the change has been applied to the correct domain or DNS zone. 4. Allow time for DNS changes to propagate, where applicable. 5. Retry verification after confirming the configuration. DNS providers may display records differently, so compare the actual record name and value with the platform's instructions. ### Missing or Unexpected Findings Scan results can vary depending on the target's configuration and the information available during the assessment. If a finding appears incorrect or expected information is missing: * Confirm that you scanned the intended domain. * Review the evidence and details attached to the finding. * Check whether the relevant configuration has recently changed. * Verify the issue independently using appropriate technical documentation or testing methods. * Run another scan when appropriate. A missing finding does not necessarily mean that the related risk is absent. Similarly, a reported issue may require manual validation. ### DNS and Email Security Issues If DNS or email security checks return unexpected results: * Confirm that the domain's authoritative DNS records are correct. * Review SPF, DKIM, and DMARC records for syntax and configuration issues. * Check DNSSEC and CAA configuration where applicable. * Consider DNS propagation and caching. * Confirm that the domain is using the expected DNS provider. Do not change production DNS records solely to clear a scanner finding. Understand the effect of the change on email delivery, certificate issuance, and existing services first. ### Notifications and Monitoring Issues If an expected alert or monitoring update does not appear: 1. Confirm that the relevant monitoring or notification feature is available for your account. 2. Review any configuration instructions presented by the platform. 3. Check the relevant notification destination, where applicable. 4. Review whether the event meets the conditions for a notification. 5. Confirm whether the issue is related to configuration, delivery, or feature availability. Do not assume that every detected issue triggers an immediate alert or that every monitoring capability is continuously active. ### Information to Include When Contacting Support If the issue persists, contact [**dev@shellzerox.org**](mailto:dev@shellzerox.org) and include the information necessary to investigate it. | Information | Details | | --------------------- | --------------------------------------------------------------------------------------------- | | Issue Summary | A brief description of the problem. | | Affected Feature | Account access, scanning, verification, reports, or notifications. | | Target Domain | Include the domain only if relevant and you are authorized to share it. | | Error Message | Copy the exact message, if one is displayed. | | Time of Occurrence | Include the approximate date and time. | | Troubleshooting Steps | Describe the steps you have already tried. | | Supporting Evidence | Include relevant screenshots with passwords, tokens, and other sensitive information removed. | Never send passwords, private keys, recovery phrases, or authentication tokens in a support request. ### Before Retrying Before repeating an operation, confirm that the original request did not complete successfully. This helps avoid unnecessary duplicate actions and makes troubleshooting easier. If an issue appears to affect multiple features or persists after reasonable checks, contact support with the details listed above. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.