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Troubleshooting

Most of the time Syntrum just works. When it doesn't, it's usually one of a handful of situations — and each has a calm, quick fix. Find yours below.

My agent says it's "starting up"#

You open an agent and it shows a gentle boot animation and a message that it's starting up.

This is normal, not an error. When an agent starts (or restarts after being idle), its runtime environment — its "pod" — has to boot before it can act. Syntrum shows this as a calm boot / starting-up state rather than an error, precisely because nothing is wrong.

What to do: wait a moment. The agent transitions to live on its own once the environment is ready. If it stays in the starting-up state for an unusually long time, try stopping and starting it from the agent's controls, and check the Audit log for any security or error events.

A brief starting-up state after hiring a new agent or waking an idle one is expected. See Managing agents for the full list of agent statuses.

A tool shows as disconnected#

An agent can't do its job, or an action failed, and the tool shows as disconnected in Integrations.

Connections can drop when an OAuth token expires or is revoked at the provider's end. The agent's "hands" are disconnected until it's reconnected.

What to do:

  1. Go to Connect → Integrations.
  2. Find the tool showing as disconnected.
  3. Reconnect it (re-run the OAuth flow).
  4. Confirm it's re-attached to the agents that need it.

Integrations are connected per user via OAuth. If a teammate connected a tool and their access lapsed, the reconnection has to happen from an account with valid access to that tool.

An approval seems stuck#

An approval sits in the queue longer than expected, or an agent acts as though it's still waiting after you approved.

What to do:

  • The Approvals queue auto-refreshes every few seconds — give it a moment, or press Refresh on the empty state.
  • Make sure you have permission to resolve it: Viewers can't approve. You need Operator or above. See Team & roles.
  • If you approved but nothing happened, check the Audit log — the decision is recorded there with its outcome, which will show whether the action ran, was blocked by a higher rule, or failed downstream (e.g. a disconnected tool).
  • Remember a block is a floor: if a workspace guardrail blocks the action outright, approving a related card won't override it. Adjust the rule in the agent's Permissions tab or the Safety page instead.

I'm locked out by 2FA#

You can't sign in because you don't have your authenticator app.

What to do: on the Two-step verification screen, enter one of your recovery codes instead of the app code — the same field accepts either. Each recovery code works once.

If you've lost both your authenticator and your recovery codes, you cannot self-serve back in — 2FA is doing its job. Contact your workspace Owner or support to recover access. To avoid this, re-download fresh recovery codes if you're running low (disable and re-enable 2FA in SettingsSecurity).

An invite or reset email isn't arriving#

You invited a teammate, or requested a password reset, and no email showed up.

Email delivery is still being rolled out in some environments, so certain messages may be pending.

What to do:

  • For invites: a brand-new user joins automatically when they sign up with the invited email address — no email is required. Ask them to create an account with that exact address. Existing accounts join instantly with no email at all. See Team & roles.
  • For password resets: if the email doesn't arrive (or you see a note that reset isn't available yet), ask your workspace Owner to help you back in, or contact support. See Authentication & 2FA.
  • Check spam/junk folders and confirm the address is spelled correctly.

A control is greyed out#

A button or field is disabled with a hint like "Requires Admin."

This is by design: Syntrum disables controls you don't have the role for rather than hiding them, so you can see what's possible. Editing policy, attaching tools, hiring agents, and managing members all require Admin or above; billing and ownership require the Owner. Ask a teammate with the right role, or see Team & roles for the full matrix.

A setting says "backend endpoint pending"#

Some newer surfaces (avatar upload, notification and model preferences, API keys, workspace deletion) show an amber note saying the backend endpoint is pending.

Nothing is broken — the interface is pre-wired ahead of the backend. Where possible your choice is saved to the current browser in the meantime, and the control starts working workspace-wide automatically once the endpoint ships.

What's next#