---
title: "Troubleshooting"
description: ""
url: "https://sotaagents.ai/manual/reference/troubleshooting"
generated_by: "sotaagents-ldp"
docs_index: "https://sotaagents.ai/manual/llms.txt"
locale: "en"
---

# Troubleshooting

| Symptom | Likely cause | Fix |
| --- | --- | --- |
| "Out of credit" | The applicable member, organization, or guest allocation is exhausted. | Owner/Admin reviews allocation and policy; the SotaAgents operations team performs top-up when money movement is required. |
| "This organization is inactive" | Trial expired or admin paused the org. | Owner upgrades or reactivates. |
| Sign-in keeps redirecting | Stale tokens in your browser. | Sign out, clear site data for the domain, sign in again. |
| The assistant does not use a connected document | The Knowledge Base app/source may be disabled, unsynced, unprocessed, or not selected for this run. | Check the Knowledge Base app status, then explicitly request Knowledge Base retrieval and inspect citations. |
| A provider connection is missing | That Knowledge Base provider or optional connector is not configured in this deployment. | Ask an admin to check the app configuration; do not rely on a fixed provider list. |
| `ORG_IP_DENIED` | Your current address is outside the enabled organization IP rules. | Move to an allowed network or ask an org admin to correct the CIDR rules. |
| The assistant stopped using a tool that used to work | The provider changed the tool's name or arguments. | Workspace admin clicks _Refresh tools_ on the MCP server. |
| "Tool call failed: not authorized" | The MCP server's saved token expired or was revoked. | Workspace admin disconnects and reconnects the server. |
| Invitation email never arrived | Filtered to spam, or address typo. | Resend the invite, or copy the invite link and share it directly. |
| I can see a workspace but can't change anything | You're a Workspace Member without an administrator grant. | Ask a workspace administrator to grant Workspace Admin if you need configuration access. |
| An installed app isn't visible in a workspace | The exact environment is unavailable or uninstalled, a workspace override disabled it, or your role cannot access it. | Ask an organization administrator to review the installed environment, then check the workspace Apps override and your role. |
| Credit Logs show unexpected app usage | An app is enabled in a workspace you didn't expect. | Review the workspace Apps tab and disable apps that shouldn't be active. |