Q by Wentzel - Troubleshooting & Common Issues

Troubleshooting & Common Issues

This article covers common issues you may encounter while using Q by Wentzel and offers practical steps to resolve them. If your issue is not listed here or these steps do not help, see How to contact support at the end of this article.

I can't sign in or I don't have access

Try these steps:

1. Confirm you are using the correct sign-in method and credentials for your organization.
2. Check with your internal administrator that your account has been provisioned and that you have been granted access to the relevant workspace or environment.
3. If access still fails, contact your account team so they can verify your account status.

The QRecon scan didn't start or failed to complete

If a scan does not start or ends without completing:

1. Verify that your scope is configured correctly and that the systems you intend to scan are actually in scope.
2. Confirm that QRecon has the network reachability and permissions it needs to access the in-scope systems.
3. Re-run the scan against a smaller, well-defined subset of systems to confirm the basic configuration works, then expand from there.
4. If the scan continues to fail, capture any error messages or identifiers shown and include them when you open a support ticket.

My scan completed but returned few or no findings

An unexpectedly empty or sparse result usually points to a scope or access issue:

1. Double-check that the systems you expected to be assessed were included in scope.
2. Confirm QRecon could actually reach and inspect those systems; limited access can result in limited findings.
3. Make sure the scan finished successfully rather than stopping early.
4. If you still believe findings are missing, contact your account team so they can help validate your configuration.

The scan is taking a long time

Scan duration depends on the size and complexity of your in-scope estate. To work through this:

1. Allow time proportional to the amount of systems in scope; large scopes naturally take longer.
2. Consider narrowing the scope for an initial run, then broadening it once you are comfortable with the results.
3. If a scan appears stalled or runs far longer than expected for its scope, note the details and open a support ticket.

I don't understand a finding or its severity

If a finding is unclear:

1. Review the finding's description to understand which cryptographic usage it refers to and why it is flagged.
2. See the Frequently Asked Questions article for an explanation of what findings represent and how to think about prioritization.
3. Cross-reference relevant NIST Post-Quantum Cryptography guidance when deciding how to respond.
4. If the finding is still ambiguous, reach out to your account team for help interpreting it in the context of your environment.

I'm not sure which post-quantum algorithm to choose

Algorithm selection should be driven by your specific use case rather than picked in isolation:

1. Identify what the cryptography is used for (for example, key establishment or digital signatures), since different purposes call for different standardized algorithms.
2. Review the applicable NIST PQC standards for that purpose.
3. Consider the sensitivity and required confidentiality lifetime of the data involved when prioritizing.
4. If you would like a second opinion tailored to your systems, contact your account team.

I'm not sure how to turn findings into a migration plan

To move from findings to action:

1. Start by grouping findings by risk and by the systems they affect.
2. Prioritize the highest-risk, longest-lived, and most business-critical areas first.
3. Sequence the work into manageable phases rather than attempting everything at once.
4. Treat the migration as an ongoing program and revisit your inventory as your systems change. Your account team can help you shape an approach that fits your organization.

How to contact support

If these steps do not resolve your issue, please open a ticket through the support portal so the support team can investigate. When you do, include as much detail as you can — what you were trying to do, what happened, any error messages or identifiers, and the scope involved. You can also reach out to your account team for assistance. Providing clear context helps us resolve your issue faster.