# Troubleshooting

Every page in this section answers the same eight questions in the same order, and two of them matter more than the rest: what Connect completed, and what it did not complete. Find your symptom in the index below. If it is not there, the three questions in the next section separate a fault from a setting more often than any single page does.

- **Status:** Available
- **Audience:** both
- **In the app:** #/home, #/activity
- **Last verified:** 2026-09-10
- **Canonical:** https://connectbyjbrh.com/docs/troubleshooting/

## What a page here promises

1. What the symptom looks like, in the words you would use.
2. What it means — the mechanism underneath.
3. The common causes, in order of likelihood rather than in order of interest.
4. **What Connect completed.**
5. **What Connect did not complete.**
6. What you can do.
7. What an administrator can do.
8. When to escalate.

Items four and five are the reason the section exists. Most reports here are not 'it broke' but 'I cannot tell how far it got', and the difference between a reply that was drafted and one that was sent is the difference between a customer waiting and a customer already answered.

> **Note** No page here prints a stack trace, an internal path, or a raw provider error containing identifiers. If an error message on your screen contains something that looks like an address, an id or a token, that is worth reporting on its own.

## Three questions before you open anything

**Which session are you in?** — Connect runs one codebase for two audiences. An Owner session and a customer session reach the same capability by different paths, and a path the customer facade does not recognise becomes a 403 rather than a readable error. 'Works for me, not for them' is almost always this.
**Which workspace is the record in?** — Every record belongs to exactly one workspace and is filtered three times — an allowlist, the ORM kernel, and row-level security in the database. A row without a workspace stamp is invisible rather than missing, which reads on screen as an empty list.
**What did Connect complete?** — Check the conversation, the call record or the follow-up before deciding what went wrong. A held draft is not a slow reply, it is no reply; a refusal is a decision and is recorded as one; a queued item is not a lost one.

## The index

| Area | Pages |
|---|---|
| Sending and recipients | [The same message went out twice](/docs/troubleshooting/something-was-sent-twice/) · [A message went to the wrong person](/docs/troubleshooting/wrong-recipient/) · [Send failed](/docs/troubleshooting/send-failed/) · [Uncertain send](/docs/troubleshooting/uncertain-send/) · [Draft never sent](/docs/troubleshooting/draft-never-sent/) · [Suppressed recipient](/docs/troubleshooting/suppressed-recipient/) |
| Mail arriving | [Mailbox disconnected](/docs/troubleshooting/mailbox-disconnected/) · [Reconnect required](/docs/troubleshooting/reconnect-required/) · [Mail not arriving](/docs/troubleshooting/mail-not-arriving/) · [Duplicate threads](/docs/troubleshooting/duplicate-threads/) · [Images not loading](/docs/troubleshooting/images-not-loading/) · [HTML looks wrong](/docs/troubleshooting/html-looks-wrong/) |
| Calls | [Call answered in silence](/docs/troubleshooting/call-answered-in-silence/) · [Call never rang](/docs/troubleshooting/call-never-rang/) · [Phone worker unavailable](/docs/troubleshooting/phone-worker-unavailable/) · [Capacity full](/docs/troubleshooting/capacity-full/) · [Model session failed](/docs/troubleshooting/model-session-failed/) · [Greeting too slow](/docs/troubleshooting/greeting-too-slow/) · [Call cost surprise](/docs/troubleshooting/call-cost-surprise/) |
| Screens | [A screen is slow to load](/docs/troubleshooting/slow-screen/) · [A screen is empty](/docs/troubleshooting/screen-empty/) · [The screen shows old data](/docs/troubleshooting/stale-data/) · [The layout is wrong on a phone](/docs/troubleshooting/mobile-layout-broken/) · [Keyboard navigation gets stuck](/docs/troubleshooting/keyboard-trap/) |
| Records and data | [Search returns nothing](/docs/troubleshooting/search-finds-nothing/) · [An export is missing rows](/docs/troubleshooting/export-missing-rows/) · [A duplicate record was created](/docs/troubleshooting/duplicate-record-created/) · [Something will not delete](/docs/troubleshooting/cannot-delete/) · [A time is shown in the wrong zone](/docs/troubleshooting/time-is-wrong/) |
| Accountability | [There is no audit entry for something](/docs/troubleshooting/audit-entry-missing/) · [Connect remembers something wrong](/docs/troubleshooting/wrong-memory/) |
| Integrations | [An MCP client cannot connect](/docs/troubleshooting/mcp-client-cannot-connect/) |
| Prospecting | [No prospects found](/docs/troubleshooting/no-prospects-found/) · [Prospect has no email](/docs/troubleshooting/prospect-no-email/) · [Outreach blocked](/docs/troubleshooting/outreach-blocked/) · [Prospect is already a customer](/docs/troubleshooting/prospect-already-customer/) |

## Things that look like faults and are not

- **A held draft.** Connect wrote a reply and the autonomy rule for that channel says a person decides. Nothing was sent, so the recipient sees nothing at all.
- **A refusal.** Connect declining to act is a decision, recorded with the rule it was made under. A spoken closed-line message is a refusal a caller can hear rather than silence.
- **A queue that has not emptied.** Operational entries in Needs You drain as their cause clears. One still there means the cause has not cleared.
- **A call marked `not_reached`.** It never rang, which is a different thing from `no_answer`, where it rang and nobody picked up. Neither creates a lead.
- **A summary that has not appeared yet.** A call closes its row and books its cost immediately and runs the summary afterwards, so a row marked pending is being written, not stuck.

## When to escalate

Escalate when a customer is affected and the cause is not in this section, when something was sent that should not have been, or when a record disagrees with the outside world — a provider's log showing a completed call with no row on your side, for instance. Bring the workspace, the screen or route, the time to the minute, and which session you were in. Those four make an unreproducible report reproducible more often than anything else you could add.

## Everything in this section

99 pages, each with its own status and the date it was last checked against the running system.

| Page | What it covers |
|---|---|
| [A call cost more than expected](/docs/troubleshooting/call-cost-surprise/) | Why a voice minute costs more than a text minute: audio token rates, context re-billed every turn, restarts, swept calls and calls that report no tokens. |
| [A caller reached the closed-line message](/docs/troubleshooting/after-hours-call/) | A caller heard the closed-line message instead of the voice: why that is the line working, what the message says and does not say, and how to change it. |
| [A CSV export looks escaped](/docs/troubleshooting/csv-export-formula/) | An exported CSV shows odd leading characters on some cells. That is formula neutralisation working, why it is not optional, and how to read the file safely. |
| [A deal is not on the board](/docs/troubleshooting/deal-missing-from-pipeline/) | A deal you expected is not on the board. Four causes checked in order: the filter, the stage, who owns the record, and which workspace you are in. |
| [A duplicate record was created](/docs/troubleshooting/duplicate-record-created/) | Two records for one person or company: the three ways a second one is created, what merging does to history, and what to check before you merge. |
| [A follow-up did not go out](/docs/troubleshooting/follow-up-not-executed/) | A follow-up came due and nothing went out. The six gates in the order they are checked, and how to tell from the row which one stopped yours. |
| [A good prospect has no address](/docs/troubleshooting/prospect-no-email/) | A qualified prospect with no contact address. Why nothing was invented to fill the gap, what the record is still worth, and the next actions that do work. |
| [A Knowledge source failed to process](/docs/troubleshooting/source-failed/) | A Knowledge source that ended in error or never went active: the format, size, content and service causes, with the repair for each. |
| [A message went to the wrong person](/docs/troubleshooting/wrong-recipient/) | A reply or a call reached the wrong person: how identity resolution and thread stickiness decide a recipient, and how to correct the record afterwards. |
| [A person is not attached to their company](/docs/troubleshooting/company-not-linked/) | The company link is a decision somebody makes, not something inferred from an address. Where it comes from, and how to set it in each place. |
| [A provider is down](/docs/troubleshooting/provider-outage/) | A provider Connect depends on is failing. What is handled automatically, what simply waits, and the few things a person should and should not do meanwhile. |
| [A screen is empty and should not be](/docs/troubleshooting/screen-empty/) | A list showing nothing when it should show rows: the four causes — a filter, a workspace stamp, a permission, or genuine emptiness — and how to tell them apart. |
| [A screen is slow to load](/docs/troubleshooting/slow-screen/) | A screen that takes seconds to appear: what it is actually fetching, the two query patterns that make screens slow, and how to tell which one you have. |
| [A screen returned 403](/docs/troubleshooting/403-on-a-screen/) | A screen refuses with 403 for one audience and works for the other: which of the two boundaries refused, how to tell, and what to report. |
| [A time is shown in the wrong zone](/docs/troubleshooting/time-is-wrong/) | A clock reading that looks an hour or half a day out: which zone each surface uses, why a promised call-back follows the line rather than the caller, and what to check. |
| [A website enquiry is not in my workspace](/docs/troubleshooting/enquiry-not-visible/) | An enquiry from the JBRH site is not in your workspace, and it never will be. What you are actually seeing, where the record is, and what it protects. |
| [An answer quoted the wrong thing](/docs/troubleshooting/wrong-answer-from-knowledge/) | A reply cited something out of date, contradictory or beside the point. The causes in order of likelihood, what Connect finished, and what it never attempted. |
| [An export is missing rows](/docs/troubleshooting/export-missing-rows/) | A download that is shorter than the screen suggested: what an export actually follows, why the visible rows are not the set, and the cells that change on the way out. |
| [An inbound webhook was rejected](/docs/troubleshooting/webhook-rejected/) | A provider reports failed deliveries and nothing arrives in Connect: the four causes of a refused callback, in the order they are worth checking. |
| [An integration disconnected](/docs/troubleshooting/integration-disconnected/) | A connected provider has stopped working. The shape every disconnection shares, what each provider does differently, and why reconnection happens at the provider. |
| [An MCP client cannot connect](/docs/troubleshooting/mcp-client-cannot-connect/) | An MCP client that will not talk to Connect: the four refusals it can meet — transport, origin, protocol version and authentication — and the one-line test for each. |
| [An obvious duplicate was not suggested](/docs/troubleshooting/duplicate-not-detected/) | Why two records that look identical to you share nothing a detector can match on, and how to merge them yourself without losing either side. |
| [An older fact stopped being used](/docs/troubleshooting/memory-budget/) | Something Connect used to mention has quietly stopped appearing: the per-channel character budgets, the fixed group order, and what falls off the end first. |
| [Connect appears to be doing nothing](/docs/troubleshooting/nothing-is-happening/) | Connect looks idle: no replies, no calls, no activity. The seven reasons, ordered by how often each one turns out to be the answer. |
| [Connect did something without asking](/docs/troubleshooting/unexpected-autonomous-action/) | Something went out with no approval. How to read the decision log entry that explains it, and why the scope in force is usually wider than the one you set. |
| [Connect ignored what I told it](/docs/troubleshooting/memory-not-applied/) | A reply that ignores something you wrote down: the four causes in order of likelihood, what to check for each, and what the reply did and did not do meanwhile. |
| [Connect is preparing work but sending nothing](/docs/troubleshooting/nothing-is-sending/) | Connect is clearly working — drafts appear, calls are planned — and nothing leaves. The four causes in the order they actually apply, and how to tell them apart. |
| [Connect refused to prospect an existing customer](/docs/troubleshooting/prospect-already-customer/) | A candidate was recognised as somebody the workspace already deals with. What the match was made on, and how to correct it when the match is wrong. |
| [Connect remembers something wrong](/docs/troubleshooting/wrong-memory/) | Connect keeps repeating something about your business that is not true: how to find where it is stored, correct it at the right tier, and confirm the fix. |
| [Connect said it does not know](/docs/troubleshooting/knowledge-insufficient/) | A thread waiting because approved Knowledge held no confident answer: the six causes in order of likelihood, and the three things that change it. |
| [Connect would not give a price](/docs/troubleshooting/connect-refused-to-quote/) | Connect would not give a price, an SLA or a warranty term. Why the refusal is correct, what evidence changes it, and how to answer the customer today. |
| [Data that should be here is not](/docs/troubleshooting/data-not-visible/) | A record you expect is not in a list: the three different silences behind that, how to tell them apart, and the one that is a defect rather than a boundary. |
| [Discovery returned nothing](/docs/troubleshooting/no-prospects-found/) | Discovery finished and the list is empty or nearly so. The four causes in order of likelihood, how to tell them apart, and what to change for each. |
| [Every line is busy](/docs/troubleshooting/capacity-full/) | Calls are refused because every voice worker is over its load threshold: what the caller meets, how capacity is actually computed, and what to change. |
| [Gmail was not updated](/docs/troubleshooting/gmail-labels-missing/) | The reply went out but Gmail still shows the thread unread and unlabelled: what write-back is, why its failure never blocks a send, and how to retry it. |
| [Images in an email do not load](/docs/troubleshooting/images-not-loading/) | Pictures in a message are missing or broken: what the image proxy does, why it exists, and which of the five causes you can actually do something about. |
| [Keyboard navigation gets stuck](/docs/troubleshooting/keyboard-trap/) | Tab stops working or focus vanishes: how to tell a real focus trap from focus you cannot see, the reliable way out, and what a useful report contains. |
| [Mail is in the provider but not in Connect](/docs/troubleshooting/mail-not-arriving/) | A message is visible at Gmail or on the mail server and absent from Conversations. Four checks, in the order that finds the cause fastest. |
| [Needs You is empty and something is wrong](/docs/troubleshooting/needs-you-empty/) | An empty queue is not a clean bill of health. What Needs You raises, what it deliberately leaves to other screens, and where to look when it is quiet. |
| [No case was opened](/docs/troubleshooting/case-not-created/) | A customer raised a problem and no case exists. Why opening one is an action rather than an inference, and what to do when it should have happened. |
| [No voice worker is available](/docs/troubleshooting/phone-worker-unavailable/) | Calls are refused or reach nothing because no voice worker has checked in: what the caller meets, why a screen once said ready anyway, and the two ways it clears. |
| [Nobody can reach the number](/docs/troubleshooting/phone-line-not-ringing/) | Nobody can reach your business number: the checklist in order — claim, trunk, routing, worker, hours, switch — and what each failure leaves on the record. |
| [Outreach was blocked](/docs/troubleshooting/outreach-blocked/) | A message to a prospect was refused or held. Which gate did it, where the reason is written, and which refusals a person is allowed to lift. |
| [Reconnect required](/docs/troubleshooting/reconnect-required/) | Why a stored grant stops working, what running the consent again restores, and the four things it deliberately does not put right. |
| [Search returns nothing](/docs/troubleshooting/search-finds-nothing/) | Search returns nothing for something you know exists: which fields are actually matched, how wildcard characters behave, and why results are a page rather than a set. |
| [SMS will not send](/docs/troubleshooting/sms-not-sending/) | A text message will not go out. The provider check comes first, then DLT, then suppression — with what Connect completed and what it never started. |
| [Some imported rows are missing](/docs/troubleshooting/import-rows-dropped/) | Fewer records arrived than the file had rows. The three causes that account for nearly all of it, and the report that names each one by row. |
| [Something is missing from the timeline](/docs/troubleshooting/missing-timeline-entry/) | Four kinds of event never appear on a customer timeline by design, and one kind of absence is a real gap. How to tell them apart. |
| [Something will not delete](/docs/troubleshooting/cannot-delete/) | Something refuses to be removed: what Connect protects and why, which removals are marks rather than erasures, and what to do instead of deleting. |
| [The AI budget is spent](/docs/troubleshooting/budget-exhausted/) | The AI spend ceiling has been reached. What stops immediately, what carries on untouched, and the sentence a caller hears instead of a conversation. |
| [The AI provider refused](/docs/troubleshooting/model-unavailable/) | The AI provider refused. Quota, a rejected key, the spend ceiling and a bad model choice produce one symptom — here is how to tell which of the four it was. |
| [The allowance is spent](/docs/troubleshooting/allowance-reached/) | A daily counter is spent. What keeps running, what is held rather than dropped, and the four things a person can genuinely do about it today. |
| [The approval is not in the queue](/docs/troubleshooting/approval-not-appearing/) | You are waiting for something to approve and the queue does not have it. The two states that look exactly like absence, and the four other reasons. |
| [The Assistant answered about the wrong record](/docs/troubleshooting/assistant-wrong-context/) | An answer about a record you were not asking about: how screen context is claimed and checked, what a pinned record overrides, and how to reset both. |
| [The Assistant is not on screen](/docs/troubleshooting/assistant-missing/) | The Assistant launcher or panel is not where it should be: the two layout causes, the one session cause, and how to tell them apart in under a minute. |
| [The Assistant refused to do it](/docs/troubleshooting/assistant-refused/) | The Assistant declined to do something you asked: the four kinds of refusal — authority, autonomy, evidence and plan — and which of them a person can lift. |
| [The Assistant stopped responding](/docs/troubleshooting/assistant-stuck/) | The Assistant stops mid-answer or never starts: separating a dropped stream from a provider limit from a spent AI budget, and what each one needs. |
| [The call connected and nobody spoke](/docs/troubleshooting/call-answered-in-silence/) | The call connected and nothing was said: the greeting failure that used to read as caller abandonment, how it is recorded now, and what to check. |
| [The call ended early](/docs/troubleshooting/call-cut-short/) | The call ended before the conversation did: how to tell a product ceiling, a session limit, a silence watcher and a carrier hang-up apart from each other. |
| [The call never rang](/docs/troubleshooting/call-never-rang/) | An outbound call recorded as never reached: how it differs from nobody answering, which of the dial, the dispatch or the worker failed, and what to do about each. |
| [The call promised a call-back that never happened](/docs/troubleshooting/follow-up-not-booked/) | A caller was promised a call-back and no follow-up exists: the time-mismatch refusal, the unbooked-promise finding, and where the evidence is. |
| [The call sounded bad](/docs/troubleshooting/call-audio-quality/) | When a call sounded bad: separating band-limited telephone audio from network trouble, turn-taking faults and delivery, and what Connect can actually measure. |
| [The carrier callback was refused](/docs/troubleshooting/carrier-verification-failed/) | The carrier's callback was refused before the call was answered: what a refusal before pickup looks like on both logs, and the workspace-scope trap that causes most of them. |
| [The deal would not move stage](/docs/troubleshooting/stage-move-refused/) | A deal will not move to the stage you picked. The rules that block a move, how to satisfy each one, and the stage change people confuse it with. |
| [The draft is still waiting](/docs/troubleshooting/draft-never-sent/) | A written reply that has not gone out: the four holds that cause it, the screen that reveals each one, and what the customer is experiencing meanwhile. |
| [The email renders badly](/docs/troubleshooting/html-looks-wrong/) | A message that renders as plain, broken or oddly laid out: what the sanitiser takes out, why it is aggressive, and how to see the original safely. |
| [The file was refused](/docs/troubleshooting/file-rejected/) | A file would not attach: the format list, the content check that ignores the extension, and the two safety refusals that happen before anything is parsed. |
| [The follow-up went out at the wrong time](/docs/troubleshooting/follow-up-wrong-time/) | A follow-up reached someone at an hour nobody intended. What the due time actually promises, and the four delays that move a send later. |
| [The greeting took seconds to arrive](/docs/troubleshooting/greeting-too-slow/) | Why a caller hears a pause before the first sentence: a cold worker process, a refused warm-up, or greeting wording that no longer matches the cache. |
| [The grid would not save an edit](/docs/troubleshooting/grid-edit-refused/) | A cell reverted instead of saving: the service that owns the record declined the change. The six reasons it declines, and how to find which one applied. |
| [The layout is wrong on a phone](/docs/troubleshooting/mobile-layout-broken/) | Overlapping or unreachable controls on a phone: where the layout comes from, the breakpoint that matters, and the four details that make a report reproducible. |
| [The mailbox disconnected](/docs/troubleshooting/mailbox-disconnected/) | A mailbox has stopped authenticating: the causes in order of likelihood, what is still safe while it is down, and the path back to working. |
| [The memory viewer shows nothing](/docs/troubleshooting/memory-viewer-empty/) | You opened the memory viewer expecting to see what Connect knows and found nothing. Which tier you are actually looking at, and when empty is the true answer. |
| [The PDF has no readable text](/docs/troubleshooting/pdf-no-text/) | A PDF with no text layer still gets read, as an image, by the model. What that changes about the answer, and when to go back for a better source. |
| [The plan has lapsed](/docs/troubleshooting/plan-lapsed/) | Four different things stop a workspace and all of them look the same from a screen. How to tell a lapse from the other three in about a minute. |
| [The prospecting allowance is spent](/docs/troubleshooting/prospect-allowance/) | Prospecting has stopped because a limit was reached. Which of the two allowances it was, what carries on regardless, and what is waiting rather than lost. |
| [The recipient is suppressed](/docs/troubleshooting/suppressed-recipient/) | Connect refused to write to an address: how to find out why, who is allowed to clear the entry, and the one kind nobody should clear casually. |
| [The reply lost its formatting](/docs/troubleshooting/email-formatting-lost/) | A message that looks plainer than it should: what the reading sanitiser removes, what the composer never adds, and how to tell lost styling from lost content. |
| [The reply went from the wrong address](/docs/troubleshooting/wrong-mailbox-sent/) | Why a reply left from a mailbox you did not expect: how the sending address is chosen, why a thread keeps it, and what to do about a message already gone. |
| [The reply would not send](/docs/troubleshooting/send-failed/) | A reply was refused by the provider or never left: how to read the category of failure, which ones are worth retrying, and what to do about each. |
| [The same call-back was booked twice](/docs/troubleshooting/duplicate-follow-up/) | Two follow-ups for one promise: how a repeated commitment, a second call or a split person record each produce a double booking, and how to clear one. |
| [The same conversation appears twice](/docs/troubleshooting/duplicate-threads/) | One conversation showing as two: why mail threading splits, what Connect can and cannot merge, and how the person's timeline restores the whole story. |
| [The same message went out twice](/docs/troubleshooting/something-was-sent-twice/) | Two copies of one message, or one call placed twice: how retries are made safe, the two causes that produce a genuine duplicate, and what to do next. |
| [The same person is being chased repeatedly](/docs/troubleshooting/too-many-follow-ups/) | One person is being chased again and again. Where the extra commitments come from, why duplicate protection missed them, and how to stop them. |
| [The same SMS was answered twice](/docs/troubleshooting/sms-duplicate-reply/) | One text message produced two answers, two follow-ups or two cases. What the deduplication key covers, what defeats it, and how to clean up without losing a promise. |
| [The screen shows old data](/docs/troubleshooting/stale-data/) | The screen shows something you know has changed: the five reasons old data appears, including a tab that never noticed a release and a record still being written. |
| [The send result is uncertain](/docs/troubleshooting/uncertain-send/) | A reply whose outcome the provider never confirmed: what that state means, why nothing is re-sent on a guess, and the evidence that settles it. |
| [The voice answered in the wrong language](/docs/troubleshooting/wrong-language-on-call/) | The voice answered in a language the caller did not use: which language a call opens in, what counts as evidence for a switch, and the transcript that looks wrong and is not. |
| [The voice model refused the session](/docs/troubleshooting/model-session-failed/) | The voice model would not start or dropped the session: the three close codes in plain language, the settings that cause each, and the retry and fallback. |
| [The voice talked over the caller](/docs/troubleshooting/voice-cut-the-caller/) | The voice kept talking over the caller, or stopped when nobody interrupted: the interruption thresholds, false-interruption resume, and why the host path leaves it off. |
| [The WhatsApp message attached to the wrong person](/docs/troubleshooting/whatsapp-wrong-person/) | A WhatsApp conversation is attached to the wrong contact: why matching works from the number alone, what the wrong join affects, and the two different repairs. |
| [The WhatsApp reply would not send](/docs/troubleshooting/whatsapp-send-failed/) | A WhatsApp reply was written and did not go: telling the 24-hour window from a consent block, a spent allowance, an unapproved template and the hourly cap. |
| [There is no audit entry for something](/docs/troubleshooting/audit-entry-missing/) | No audit entry for something that clearly happened: which of Connect's three self-records holds it, what the audit trail deliberately excludes, and what an absence proves. |
| [Two people were treated as one](/docs/troubleshooting/wrong-person-matched/) | A reply that mixes up two contacts: how an over-broad identity or a bad merge causes it, and how to separate the consequences afterwards. |
| [WhatsApp messages are not arriving](/docs/troubleshooting/whatsapp-not-receiving/) | No WhatsApp conversations are appearing in Connect: the causes in order of likelihood, what Connect did and did not complete, and how to prove which half is broken. |
| [You are in the wrong workspace](/docs/troubleshooting/wrong-workspace/) | Why you are looking at another business's screens, how a workspace is actually chosen, and the one version of this that is worth reporting. |
| [You cannot sign in](/docs/troubleshooting/cannot-sign-in/) | Three different failures wear the same face at the sign-in screen: consent, the address you used, and membership. How to tell them apart in order. |
| [You do not have permission](/docs/troubleshooting/permission-denied/) | Three unrelated things produce 'you do not have permission': your audience, your workspace and your role. Each looks different once you know what to look at. |
| [You were signed out](/docs/troubleshooting/session-expired/) | A session expires on a clock rather than on idleness, and it does it without warning. What that looks like on an open screen, and what your last action did. |

## Questions

### A page says the cause is a setting, but I cannot see that setting.

Some settings resolve at four scopes — contact, endpoint, channel, workspace — and the narrowest wins. If a workspace-level control looks correct and the behaviour disagrees with it, something narrower is set. The same hierarchy governs autonomy and memory.

### Why does the section say what Connect did not complete instead of just saying it failed?

Because the obligation differs. A message not sent is a customer still waiting; a message sent and mis-addressed is a customer who has already read something. 'It failed' covers both and tells you what to do about neither.

### My symptom is not listed anywhere here.

Answer the three questions above first — session, workspace, what completed — and then report it with those answers attached. A report that already names the audience and the workspace skips the longest part of any investigation.

## Related

- [Reviewing an incident, end to end](https://connectbyjbrh.com/docs/workflows/incident-review/)
- [What Connect may do](https://connectbyjbrh.com/docs/autonomy/)
- [Security and isolation](https://connectbyjbrh.com/docs/security/)
- [Getting started with Connect](https://connectbyjbrh.com/docs/getting-started/)
- [A screen is empty and should not be](https://connectbyjbrh.com/docs/troubleshooting/screen-empty/)
- [A row with no workspace stamp is invisible, not missing](https://connectbyjbrh.com/research/invisible-not-missing/)

## What this page is based on

- `docs-source/sources/GENERAL.md` §1, §2, §5 — the two audiences and the queue
- `docs-source/WORKER-BRIEF.md` §9 — the required shape of these pages
- Connect capability registry (docs-source/facts.py)