# Troubleshooting

> The failures people actually hit, and what each one means.

Source: https://triagic.com/docs/desktop/troubleshooting

## An integration shows "disabled" [#an-integration-shows-disabled]

Its required configuration is missing. Open it and fill in what is blank. Nothing
blocks the app from starting because of a disabled integration.

## An integration shows "degraded" [#an-integration-shows-degraded]

It started and then failed. The error text is on the card, and it is almost always
one of:

* **Wrong or expired credential.** Re-enter it. Saving an enabled config tests it
  first, so a bad value cannot be stored.
* **Unreachable from this machine.** Production is behind a VPN and you are not on
  it, or the host is only routable from inside a cluster. Triagic runs locally; it
  needs the same network access you would need.
* **TLS.** An `https://` endpoint with a private CA, a self-signed certificate, or a
  bare-IP URL. Give the CA bundle path, or turn off certificate verification for that
  integration. Traffic stays encrypted either way, the certificate just is not
  checked.

Hit **Restart** on the card after fixing it.

## `cannot decrypt stored secrets` [#cannot-decrypt-stored-secrets]

The local encryption key changed or was lost, usually a wiped data directory or a
restored-from-backup machine. Stored secrets are unrecoverable.

Re-enter the affected integrations' credentials. Organization-shared integrations
will re-sync from the portal on the next pull without you doing anything.

## Saving a playbook or integration is refused [#saving-a-playbook-or-integration-is-refused]

Your install is centrally managed. Playbooks, shared integrations, AI providers and
organization settings are edited in the [web portal](/docs/admin), and the local
refusal is deliberate: accepting the edit would mean losing it on the next sync.

## A change made in the portal has not appeared [#a-change-made-in-the-portal-has-not-appeared]

Sync is a poll, roughly every 15 minutes. Refresh in the app to pull immediately.
If it still has not landed, work through
[the checklist in How configuration reaches the desktop](/docs/concepts/config-sync#i-changed-it-and-nothing-happened).

## The agent says it could not determine a root cause [#the-agent-says-it-could-not-determine-a-root-cause]

Read the tool chips before assuming the model failed. The two common causes:

**The evidence is outside the playbook's allowlist.** The agent never saw the system
holding the answer. Re-run the ticket under a broader playbook, or none, to confirm.

**The evidence genuinely is not in any connected system.** That is a real answer, and
a better one than a confident guess.

## Investigations stopped running [#investigations-stopped-running]

Check for a spend cap. Over-cap organizations get deferred background triage and a
plain refusal on the Console with the cap and month-to-date spend in the message. An
admin raises or removes the cap in the portal.

## Nothing is being triaged at all [#nothing-is-being-triaged-at-all]

Ticket ingest is a HubSpot webhook plus a two-minute poller. If neither is delivering,
nothing arrives to triage. Confirm tickets are appearing in the inbox at all. If
they are not, the problem is ingest, not the agent.

## Sign-in fails after it used to work [#sign-in-fails-after-it-used-to-work]

Your account may have been disabled in the portal. The cloud is re-checked on every
authenticated call, so a disabled member fails in real time rather than at the next
sync. Ask your admin.

## Investigations are slow or expensive [#investigations-are-slow-or-expensive]

* **Narrow the playbook's data sources.** Fewer systems, fewer iterations.
* **Sharpen triage instructions.** "Check `payout_configs` first, then the payout
  event log" beats "investigate payouts".
* **Check the per-task split on Usage.** Classification running on every ticket adds
  up; embeddings are cheap but constant.
* **Check p95 latency per model** on Usage. One badly-performing deployment can make
  everything feel broken.

## Still stuck [#still-stuck]

Email [hello@triagic.com](mailto:hello@triagic.com) with what you tried and the
version from **Settings → About**. That address reaches us for anything:
support, billing, or account problems.