--- url: https://veles.beyondthecloud.dev/docs/troubleshooting.md description: The messages you are most likely to meet, what they mean and what to click. --- # Troubleshooting Text in `code` is the exact message as the product or Salesforce shows it, including Salesforce's own lower-case OAuth errors. Plain text is a symptom. ## Access | You see | Why | Do | | ------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------- | | `You do not have access to Veles.` | Your user lacks the **Veles Admin** permission set. | Assign the packaged set, then reload the page. | | `Veles is not enabled on this org.` | This production org has no Veles licence. Sandboxes and scratch orgs are covered by their Hub; every production org is licensed on its own. | [Contact us](https://beyondthecloud.dev/contact). | | `Your user has no Veles seat on this org.` | The package licence has seats and yours is not one of them. | **Setup > Installed Packages > Manage Licenses > Add Users**. | ## Connection | You see | Why | Do | | ---------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Verification failed** on the Setup tab | One of the Step 1 sub-steps is not done. | The panel names the blocker and the sub-step. Every message is on [Integration user and ECA](/docs/setup/integration-user). | | `user is not admin approved to access this app` | Salesforce OAuth error. The integration user's permission set is not in the ECA's pre-authorised list. | Step 1.4. | | `External client app is not installed in this org` | Salesforce OAuth error. Nearly always a wrong or inactive username, not a missing app. | Step 1.1, including the sandbox suffix. | | **Connection issue** or **Authorization failed** on a row | The last call to that org failed. A failed call never disconnects an org. | Click **Check again** and read the reason. Fix what it names (user, permission set, ECA, Remote Site Setting), check again. **Deploy RSS** re-creates a missing Remote Site Setting; **Setup Environment** re-runs setup and skips finished steps. | | `Veles package mismatch` | Hub and child run different package versions. | Upgrade the older one. | | `Pull is unavailable: this org is not connected to a Hub.` | Step 2 of the child's Setup tab is missing, or the Hub revoked the connection. | Save Step 2 again, or reconnect from the Hub. | ## Refresh | You see | Why | Do | | ------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Nothing happened after a refresh | Detection is off, the row is not watched, or the production user cannot sign in. | Check in order: **Sandbox Refresh Detection** scheduled on the Hub; **Auto-Detect Refresh** on and **Production Environment** set on the sandbox row; **Last checked** on the production row (**Check for refreshes now**); the production's integration user still signs in (**Check again**). | | `Refresh not started: ...` | The production integration user is missing, inactive or not pre-authorised in production. | The Sandbox Refresh row says which. Fix it in production, request again. | | `Assigned workflows were not run: has "Run Workflows After Refresh" off` | The sandbox's row on the Hub has that toggle off. | Turn it on for that sandbox and click **Run** in its Assigned Workflows. | | `Self-service refresh is not enabled for this sandbox` | **Allow Self-Service Refresh** is off on the Hub's row. | Turn it on. | ## Workflows | You see | Why | Do | | --------------------------------------------------------- | -------------------------------------------------------------------------------------------- | ------------------------------------------------ | | `Workflows never run on a production org.` | By design. | Pick a sandbox or scratch org. | | `This org can run workflows only on its own environment.` | A child cannot run workflows elsewhere. | Run them from the Hub. | | A step failed with `... not found in ` | The Named Credential, External Credential, Flow or profile does not exist on the target org. | Create it there, or fix the name, and run again. | | **Reset Passwords** skipped users | Their email still ends in `.invalid`. | Put **Fix Email Addresses** before it. | | **Taking longer than expected** or **Mark as failed** | A run is waiting on a step that has not reported back. | See [Activity Log](/docs/guide/activity-log). | ## Plan limits | You see | Why | Do | | ----------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------ | | `... includes N connected orgs and all of them are in use.` | You hit the plan's cap. Existing orgs keep working. | Delete an environment you no longer use, or see [Plans and pricing](/pricing). | | ` is not available on your plan.` | Custom actions, multi-hub, the audit log and configurable retention need Enterprise. On a child the message names the Hub whose plan applies. | Upgrade the Hub, or stay without that feature. | ## Still stuck Email contact@beyondthecloud.dev with the environment name, the Activity Log row and the exact message. Nothing in the log contains a secret, so it is safe to paste.