Troubleshooting

I can't see a product, vendor, or customer that I know exists

Check that you are signed in with the correct account type. Organizations see everything in their catalog; vendors only see products assigned to them; customers only see their own deployments. If you believe you should have access, contact your organization administrator.

My SBOM upload is stuck on Scanning

Large SBOMs with many components can take a little longer to scan. Refresh the SBOM detail or SBOM Management page after a short wait. If the status changes to Failed, check the file preview warnings shown at upload time — the file format may not have validated correctly.

I uploaded an SBOM but it isn't linked to my product

Confirm you selected a product in the Link to Product field during upload, or use Link by SBOM ID afterward from the product's detail page (Upload / Link SBOM → Link by SBOM ID tab) with the SBOM's UUID.

A customer says they never received a notification email

Check the customer's detail page for the "Email notifications are disabled" warning banner. If notifications are disabled for that customer, re-enable them, or check the notification's status on the Notification detail page — it may be Pending Approval and require a Security Lead to Approve before the email is dispatched.

I can't submit a VEX response as Not Affected

A Justification is required whenever the VEX Status is Not Affected. Select one of the standard OpenVEX justification options before submitting.

I can't create or edit a product as a vendor

This is expected. Products are created and managed exclusively by the organization; vendors can only view products assigned to them and submit SBOMs against them.