Issue:

A customer experienced an empty result when running a network scan. After reviewing general troubleshooting steps, the root cause was identified as the use of a username with spaces.

Root Cause:

Our platform does not support usernames with spaces. The system may attempt to initiate the scan but will fail silently or return incomplete data if a space is present in the username.

Resolution:

To resolve this issue:

Verify the Username Format:

• Ensure the username used for the scan does not contain spaces.
• Example of valid usernames:
  • AdminUser
  • NetworkAdmin123
• Example of invalid usernames:
  • Admin User
  • Network Admin 123

Update the Credentials:

• If the current username includes spaces, create a new user account or modify the existing one to remove spaces.
• Use this updated username for network scans.

Re-run the Scan:

• Once the username is corrected, re-run the scan to confirm it completes successfully and returns expected results.

Best Practices for Usernames in Network Scans:

• Use alphanumeric characters only.
• Avoid special characters and spaces.
• Test the username with a simple connectivity check before initiating a full scan.

Troubleshooting Steps:

If you continue to experience issues:

1. Verify network connectivity.
2. Ensure other scanning prerequisites, such as permissions and configurations, are correctly set up.
3. Consult the [Scanning Troubleshooting Guide] for additional assistance.

Note: This limitation applies specifically to usernames used in our network scanning tool. Other areas of the platform may not have the same restriction.

If you encounter further challenges, please contact our support team for assistance.