Capture the problem first
Record the installed build, affected client/program, action attempted, local time and exact error. Reproduce on a small authorized test scope when possible. Use Support Center to collect sanitized diagnostics and the visible Open Logs or Open Support Bundle actions. Remove credentials and unrelated client material before sending anything to Support@ITAuditFactory.com.
Setup fails or appears stalled
Check the current wizard stage and validation result. The R68 wizard separates configuration from installation. Correct required fields before starting. Expand technical details and retain the log for the actual failed stage. Existing database data, TLS material and installation keys must remain preserved during retries.
Client cannot connect
Verify the configured server is not the assessor workstation's localhost. Run the staged connection check. Fix name resolution before transport, transport before TLS, then authentication and compatibility. Check certificate hostname/trust and key validity. For a profile mismatch, use the R68 Secure Communication recovery workflow rather than manually relaxing security settings.
No evidence or missing controls
Review enabled modules, authorized scope, required dependencies and connector permissions. Not all framework requirements have explicit technical mappings. Open the framework coverage page, compare the expected test IDs and examine the run's missing/not-run evidence. A denied collector, unreachable asset or absent mapping must not be relabeled as PASS.
Reports or auditor packages are incomplete
Confirm the active program and selected completed run. Check the Evidence Vault and workpaper gates, then regenerate the export from that same scope. R68 HTML charts and other exports share one dataset, but DOCX/PDF text-bar summaries and single-snapshot trends are not graphical/historical parity. Test relative links after copying an auditor portal to its intended review location.
License rejected
Check the edition, installation identity, validity period and the exact unedited license returned by Support. Do not substitute a key from another machine or product. If an identity changed during reinstall, contact Support with the previous request reference and current Installation ID, not a private key.
Guide basis
R68 setup/security notes; R61 reporting source; packaged Troubleshooting Guide; master operations guide
Published as a website guide on 1 October 2026. Where a bundled reference is older, the version-specific guide and installed interface take precedence.