Get Support

Complete customer-side checks and collect the information BugBase support needs for cloud assessment issues.

Some cloud assessment issues require BugBase support. Do not repeatedly reinstall the agent, broaden permissions, or rerun active tests when the cause is unclear.

Checks You Can Complete

Discovery Is Partial

Confirm that:

• the standard discovery role or approved custom role is attached to the VM identity;

• required provider APIs are enabled;

• the AWS region and prefixes, Azure resource group, or Google Cloud project match the approved scope.

After correcting an approved permission or API setting, rerun discovery.

An Expected Resource Is Missing

Provider	Check
AWS	The resource is in the VM region, matches an approved name prefix, and belongs to a supported collector.
Azure	The resource is in the agent VM's resource group and any required data-plane read role is assigned.
Google Cloud	The resource is in the detected project, its API is enabled, and the service account has list and get access.

Use Discovery Coverage for the complete provider inventory boundaries.

Assessment Does Not Start

Confirm that the selected target is the discovered cloud scope, the expected categories are enabled, and the attached identity has the required active permissions.

Contact BugBase Support

Contact support when:

• the agent is not listed or remains disconnected;

• discovery does not create a cloud scope after the required read role is assigned;

• the detected provider or scope is incorrect;

• an expected cloud check is not scheduled;

• the assessment stops without a customer-actionable provider error;

• rollback fails or provider state is unexpected.

Do not rerun active tests until unexpected provider changes have been reviewed.

Information to Include

Provide:

• deployment and tenant name;

• assessment reference and timestamps;

• cloud provider and scope ID;

• selected agent ID and connection status;

• discovery, assessment, or rollback status;

• failed provider operation and sanitized audit event ID, when available.

Do not include access tokens, secrets, private keys, signed URLs, session cookies, or credential files.