Application errors

Rate limiting

Heavy operations (bulk reprocessing, decryption, mass edits) and rapid-fire API calls may be throttled to keep the service responsive. If you hit a limit:

• Wait a minute and retry the action.
• Ensure you are signed in so requests count against your account, not just your IP.
• In hosted SaaS, upgrade if you regularly hit plan ceilings (see pricing). In on-prem deployments, ask an admin to review deployment limits and runtime flags.

Upload or processing failures

• Check file size and deployment limits first. Hosted SaaS tiers and on-prem deployments do not share the same ceilings.
• Large packet counts can take longer to process; wait for background preparation to finish before opening deeper views.
• If decryption fails, verify the SSL key log matches the capture and try again.
• If uploads or AI features are unexpectedly unavailable, review User Types and Entitlements and any deployment-wide runtime policy flags.

When to contact support

If errors persist after retrying, please reach out via support with the capture ID, the action you attempted, and the timestamp of the failure. Avoid sharing sensitive PCAPs unless support explicitly requests a sample.