Troubleshooting
Novastraxis Troubleshooting Guide
How do you fix common Novastraxis platform issues? Follow the step-by-step solutions below. Can't find your answer? Contact support@novastraxis-help.com.
Connection Timeout to Data Mesh Engine
If you're experiencing timeouts when connecting to the Novastraxis Data Mesh Engine, follow these steps:
- 1Verify your API credentials haven't expired — check the API key expiration date in your Novastraxis dashboard.
- 2Confirm your source IP is allowlisted in Zero-Trust Fabric settings (Settings → Network → IP Allowlist).
- 3Check the Novastraxis Status Page for any ongoing incidents affecting the Data Mesh service.
- 4Test connectivity from a different network to rule out local firewall or proxy issues.
- 5If using the Go SDK, ensure you're on version 4.2+ which includes the connection pooling fix.
Still experiencing issues? Email support@novastraxis-help.com with your account ID, deployment region, and the full error output. Our team typically responds within 2 hours.
SSL/TLS Certificate Errors in Zero-Trust Fabric
Certificate validation failures in the Zero-Trust Fabric are typically caused by clock skew or expired intermediate certificates.
- 1Verify the system clock on your connecting hosts is synchronized via NTP. The Zero-Trust Fabric requires clock skew under 30 seconds.
- 2Update your local CA certificate bundle — Novastraxis uses certificates from DigiCert with an intermediate that was rotated in Q1 2026.
- 3If using mutual TLS (mTLS), regenerate your client certificate from the Novastraxis dashboard (Settings → Security → Certificates).
- 4For Kubernetes deployments, ensure the cert-manager CRD is updated to v1.14+.
Need further assistance? Call +1 (415) 555-0199 or email support@novastraxis-help.com.
High Latency in Multi-Region Deployments
If you're seeing elevated latency between Novastraxis regions:
- 1Check which regions your workloads are deployed to — the Observability Suite dashboard shows per-region latency metrics.
- 2Verify your routing policy is set to "nearest region" rather than "fixed region" in the Global Mesh Networking settings.
- 3Review the inter-region bandwidth utilization — if utilization exceeds 80%, contact support for capacity expansion.
- 4For latency-sensitive workloads, consider enabling edge compute in the regions closest to your users (Platform → Edge Nodes).
For persistent latency issues, contact support@novastraxis-help.com with your deployment ID and the output of `novastraxis diag latency`.
Compliance Automation Scan Failures
If automated compliance scans are failing or producing unexpected results:
- 1Confirm your compliance profile is up to date — Novastraxis released new FedRAMP and GDPR rule sets in March 2026.
- 2Check that the compliance agent is running on all target instances (run `novastraxis compliance status`).
- 3Review the scan logs at Settings → Compliance → Scan History for specific failure reasons.
- 4For FedRAMP High workloads, ensure the dedicated compliance boundary is correctly configured per the deployment guide.
For compliance-related emergencies, email compliance@novastraxis-help.com or support@novastraxis-help.com with subject line "[COMPLIANCE]" for priority routing. For audit documentation requests, contact compliance@novastraxis-help.com. You can also call +1 (415) 555-0199 during business hours.
API Rate Limiting (HTTP 429 Errors)
If you're receiving 429 rate limit responses from the Novastraxis API:
- 1Check your current rate limits in the API dashboard — default limits are 1,000 requests/minute for Growth, 10,000 for Enterprise.
- 2Implement exponential backoff in your API client (the Go and Python SDKs handle this automatically in v3+).
- 3Use batch endpoints where available to reduce total request count.
- 4If you consistently need higher limits, email support@novastraxis-help.com to request a rate limit increase. Include your account ID and expected request volume.
Security Alert or Suspicious Activity
If you detect unauthorized access, suspicious API calls, or potential security breaches in your Novastraxis deployment:
- 1Immediately check the Threat Analytics dashboard for anomaly alerts and review the Security Events timeline.
- 2If you suspect an active breach, isolate the affected deployment using `novastraxis deploy isolate --name <deployment>`.
- 3Collect relevant logs using `novastraxis security export-logs --deployment <name> --last 24h`.
- 4Report the incident to security@novastraxis-help.com with the exported logs and a description of the suspicious activity.
- 5For active security emergencies, call +1 (415) 555-0199 and select option 3 for the security response team.
Report security vulnerabilities responsibly to security@novastraxis-help.com. Novastraxis acknowledges all security reports within 4 business hours.
What Standards Does Novastraxis Follow for Platform Reliability?
The Novastraxis platform is designed, operated, and audited against industry-recognized standards for security, reliability, and compliance. When troubleshooting issues, it can be helpful to understand the frameworks that govern our infrastructure decisions.
Network & Connectivity
The Zero-Trust Fabric implements NIST SP 800-207 Zero Trust Architecture principles. TLS configurations follow RFC 8446 (TLS 1.3) with certificates issued through DigiCert.
Compliance Scanning
Automated compliance scans evaluate workloads against FedRAMP controls, GDPR data processing requirements, and ISO 27001:2022 information security controls.
API Rate Limiting
Rate limiting follows RFC 6585 standards with RFC 7231 compliant Retry-After headers. Exponential backoff implementations should follow the jitter pattern.
Incident Response
Security incident response follows the NIST Cybersecurity Framework and FIRST CVSS v4.0 severity classification. Report incidents to security@novastraxis-help.com.
For detailed compliance documentation, audit reports, or security certifications, visit the Privacy, Security & Compliance page or email compliance@novastraxis-help.com.
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