Troubleshoot common problems

Find the symptom that matches what you see, then follow its fix.

The GitHub App installs but does not connect

Symptom. You installed the EkLine GitHub App on GitHub, but EkLine then sent you to sign in, to finish signing up, or to your dashboard. Settings > Integrations > GitHub Integration still shows GitHub is not connected yet, and installing again brings you back to the same place.

Cause. After the install, GitHub sends you to https://ekline.io/github/setup with the installation’s details in the link. EkLine attaches the installation to your organization only when you arrive signed in and have finished signing up.

If you were signed out, EkLine asks you to sign in, then brings you back without those details. It keeps them for one hour, so a return within the hour can still connect.
If you had not finished signing up, EkLine takes you through sign-up and on to your dashboard, and the installation is not attached.

Fix.

Finish signing up for EkLine, and stay signed in.
Open https://ekline.io/github/setup?installation_id=<ID>, replacing <ID> with your installation ID. On GitHub, it is the number at the end of the address of the EkLine app’s Configure page.
If EkLine shows Select Organization, select your EkLine organization.
Under Ready to Connect, click Connect GitHub. EkLine opens Settings > Integrations > GitHub Integration.

If EkLine shows GitHub App Already Set Up instead, the installation is already attached. Click Go to GitHub settings.
Select at least one repository under Where EkLine writes. Until you do, the page shows Setup is not finished: no documentation repositories chosen.

If GitHub Integration shows an Install the GitHub App button, start from that button instead. When GitHub sends you back within 15 minutes, EkLine connects the installation without asking.

If the setup page shows User is not a member of this organization, you are signed in with an account that does not belong to the EkLine organization you picked. Sign in with the right account, or ask an Owner or Admin to invite you.

A GitHub organization owner must approve the app

Symptom. You selected a GitHub organization on GitHub’s install screen. Back in EkLine, Ready to Connect shows, but Connect GitHub stays grayed out, even after you select your organization. No message says the app is waiting for approval.

Cause. You are not an owner of that GitHub organization, so GitHub sent an install request to its owners instead of installing the app. Until an owner approves, there is no installation for EkLine to connect.

Fix.

Ask an owner of the GitHub organization to approve the EkLine app request on GitHub.
Once it is approved, connect the installation in EkLine by following the fix for the GitHub App installs but does not connect, from step 2.

If a Docs Agent session shows Install the GitHub App on followed by an organization name, the session uses repositories in a GitHub organization where the app is not installed. An owner of that organization must install it. The Install on button in that message starts the install.

You ran out of credits

Symptom. EkLine refuses to start work and shows this message:

Your organization has used all of its EkLine credits, so this request can’t be started. Email support@ekline.io for plan and payment options.

It can appear when you start a session or send a message, as an agent’s reply, and when you run a journey or a collection. An Automation run that hits it is recorded as skipped.

Cause. EkLine checks your organization’s credit balance before it starts each piece of work, and refuses the work when the balance cannot cover it. So you can see this message shortly before the balance reaches zero. EkLine does not warn you before it happens.

Fix. Email support@ekline.io for plan and payment options. If your account menu has Usage, it shows your usage this cycle and when the cycle resets. See Credits and usage.

Slack replies with a timeout or connection message

Symptom. You mentioned EkLine in Slack and it replied in the thread with one of these messages.

Message	Cause	Fix
“⚠️ Your previous request is taking unusually long, so I couldn’t get to this one yet. Please send it again in a moment.”	EkLine works on one request per thread at a time. Your new request waited, for up to 70 minutes, and the earlier request in the thread was still running.	Wait for the earlier request to reply in the thread, then send yours again.
“⚠️ I lost the connection to the agent before it finished, so I can’t tell how this request ended.”	EkLine heard nothing from the agent for 5 minutes. The agent may still be working.	Find the session in EkLine: filter the sessions list by Source > Slack. See Find a past session.
“⚠️ The connection to the agent ended before a response arrived. Please try again.”	The connection closed before the agent sent its final reply.	Send the request again.
“Sorry, something went wrong. Try again in a moment, or rephrase your request if the issue persists.”	A general failure, including EkLine not starting a session within 60 seconds.	Try again in a moment. If it keeps happening, rephrase the request or email support@ekline.io.
“⚠️ This workspace isn’t connected to EkLine. Ask an admin to reconnect.”	Your Slack workspace is not linked to an EkLine organization.	An admin connects the Slack card under Settings > Integrations. See Slack.

You are signed out

Symptom. EkLine shows Signing out… and returns you to the home page, or a page you open asks you to sign in. No message says your sign-in expired.

Cause. A sign-in lasts 14 days. EkLine signs you out within a minute of it expiring, even in a tab you left open.

Fix. Sign in again. If EkLine sent you to sign in from a page, it takes you back to that page afterwards.

Still stuck

Email support@ekline.io with what you were doing, the exact message you saw, and the time it happened.

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