Connector troubleshooting

Find what you see, then follow the fix. Sources and Ingest are for admins only. Start with the checks that apply to every connector, then go to your connector.

Nothing is coming in

Check these first. They apply to every connector.

1. Is the memory built? Sources, Ingest and other pages say "Available once your memory is built." until an admin has built it. See Quickstart.
2. Is there a banner? If Sources says "External ingestion is paused." or "Demo Mode is active.", Brain ignores incoming data. If the top of the app says your usage is used up or a payment needs attention, new content is queued instead. See New data cannot be added.
3. Is the source status healthy? Open Sources and read the card badge. A source that needs a reconnect does not bring anything in. See Connection statuses.
4. Is the item on Ingest but not Learned? Open Ingest, pick the source in the source filter and read the badge on the newest item. Paused means you are out of usage. See An item on Ingest has a problem.
5. Did you look in the right time range? Ingest shows 30 days by default. Switch to 7d or 90d.

Then go to your connector.

Slack

1. Is the notice in the channel? The app posts a notice in Spanish when it joins a channel, and Brain reads only what is posted after it. No notice means Brain is not reading the channel. Invite the app again. In a private channel, someone already in it has to invite the app.
2. Did the app leave the channel? Taking the app out of a channel closes that channel's source.
3. Was a source removed? Remove source on a channel stops Brain reading it.
4. Was the app uninstalled in Slack? The connection is revoked. Follow Connection statuses.
5. Is the message something Brain reads? Direct messages, system messages such as joins, the app's own messages and file contents are not read.

The full list is on Connect Slack.

Notion

1. Is the page shared with Brain? Brain reads only the pages you shared. To share more, open Notion in Connect a source, click View integration, click Add account and choose the pages.
2. Was the page deleted or unshared? Brain withdraws it. What it learned stays.
3. Did you expect old pages? Live sync only covers changes after you connect. Existing pages need to be chosen under Choose content, or imported from an export. See Choosing content did not work and Notion backfill problems.
4. Is the page an attachment? Files attached to a page are kept as references, not read.

HubSpot

1. Did you choose your existing deals? Under Choose content, tick the deals and click Import selected. Without it, Brain only learns from deals that change after you connect.
2. Is the change on a deal? Brain re-reads a deal when HubSpot reports an event for that deal. A change to a contact, company or note on its own does not trigger a re-read.
3. Is the deal archived? Archived deals are not listed under Choose content, and setup does not import them.
4. Is the connection working? If HubSpot stopped accepting it, the drawer says it needs to be reconnected and no new changes come in.

Webhook

1. Does your sender get 202? Anything else tells you the cause. See Webhook problems.
2. Is the answer "status": "ignored"? Ingestion is paused or Demo Mode is on, and nothing was stored.
3. Did you regenerate the URL or remove the source? The old URL now gets 401.
4. Is the payload a JSON object? Arrays are rejected.
5. Has Brain accepted a real request? A webhook that has received nothing yet shows no content. A request with ?test=true stores nothing, so it does not change that. Send a request without it, or use Send JSON in the Custom webhook panel.

The connection failed when you came back from the app

If approval fails, the app sends you back to Brain with a red message, and nothing is connected. Start again from Connect a source. The messages:

When the app sends its own description of the problem, Brain shows that text instead. If you see "Could not connect" followed by the app's name and nothing else, try again from Connect a source.

A source needs to be reconnected

What you see: on Sources, click Manage on the card. The drawer says This connection needs to be reconnected. If the app has several accounts, the affected one shows its status under Connections.

If several accounts of the same app are connected, open Connections, expand the account with the problem and reconnect that one.

Connection statuses

The badge on a source card shows the source's status. The badge on each account under Connections shows the connection's status. Green means working, red means failed, revoked or error, and grey is everything else. If an app has only one account, no connection badge is shown: you see This connection needs to be reconnected. when it needs attention. The full list of labels is in Processing statuses.

Reconnect is offered only for needs_reconnect and error. For every other status, use Add account or Connect on the app in Connect a source.

New data cannot be added

What you see: a banner on Sources says External ingestion is paused. or Demo Mode is active. It adds that existing sources remain available but new external data cannot be added.

While this is on, more than the two top buttons are off:

• Upload files and Add webhook source on Sources.
• Inside every Manage drawer: Reconnect, Add data, Regenerate token, Remove source, Disconnect and the Notion export buttons. Choose content and Import selected are off too. Only Refresh status still works.
• Connect or Add account inside an app's drawer, and the Custom webhook and Upload files cards.
• A click that reaches Brain anyway gets "External ingestion is paused for this organization." or "Demo Mode prevents connecting or ingesting new external data."
• Incoming data is ignored: Slack messages, Notion and HubSpot changes and webhook requests. A webhook sender gets 202 with "status": "ignored" and nothing is stored.

Fix: nothing on the page turns this off. When ingestion is paused, a banner at the top of the app says "Ingestion is paused for this organization. Your sources aren't being read, so the Brain only knows what it already had." Use Contact us on it and ask about your organization. In a demo account the top banner says "You're in a demo account. Contact sales for full access."

Usage used up, or a payment needs attention

Two other banners at the top of the app also hold new content back. They are not the same as the pause above.

An item on Ingest has a problem

These are the messages on Ingest. The full page is Follow ingestion.

Notion backfill problems

The rules for starting a backfill, every refusal message and the meaning of each count are on Connect Notion. In short:

Choosing content did not work

This covers Choose content on Notion and HubSpot. The steps are on Connect HubSpot and Connect Notion.

Added is not learned: after "N deals added. You can follow progress on Home." the deals are still moving through Ingest.

Webhook problems

Errors come back to your sender as JSON with a detail field. The short version:

Every message, the creation errors ("Could not create webhook source."), the Add data errors ("Could not send files.") and the signed example are on Send data with a webhook.

For file uploads that do not go through, see Upload content.

The page will not load or an action fails

When you contact support

Send support what lets them find it fast:

• The name of the source as it appears on Sources, for example Slack #sales or your webhook source's name, and which connector it is.
• The time, with your time zone, when you last saw something arrive, or when the problem happened.
• The exact message Brain showed, including any text after "Could not".
• Whether a banner says ingestion is paused.
• For a webhook, the HTTP status and body your sender got. Do not send the webhook URL or your signing secret.
• For a Notion backfill, the status label and the message under it.

Use Contact us on the banner at the top of the app when it shows, or Contact support in Details for an item on Ingest.

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