Troubleshooting
Check replies, approvals, integrations, routines, source coverage and credits when work gets stuck.
OpenTag did not respond
Check that workspace setup is complete and OpenTag has joined the channel. Invite it with /invite @OpenTag if needed, then mention it for a new request.
Review Slack reply permissions. A read-only channel can be available as context while OpenTag remains silent there. Admins can change this in Slack settings. Automatic joins do not necessarily post an introduction.
Also check Billing for an exhausted balance. See Channels and access and Running out of credits.
Work is waiting for you
Look for a current approval, choice or sign-in request. For an email requested in a channel, check your DM with OpenTag for the full approval card.
An old card from a cancelled or superseded run may no longer work. Continue in the thread and ask OpenTag to prepare the action again. Approvals explains the controls.
It cannot reach a source
Check the selected account, source-app access, sharing settings and connection health. A healthy private connection is not automatically available to every teammate.
For document access inherited from another account, OpenTag may be unable to verify some group or link permissions. Connecting your own account can help. See Fixing a broken connection.
A routine did not run or post
Check its schedule, timezone, pause state, owner access and execution authorisation. Then check credits, connections and destination reply permissions.
A routine's Read or Edit grant is different from permission to use a source app. If the owner left, an admin may need to recover it and authorise new connections. If an action was held, the routine may have finished its report while leaving that action for the owner.
Managing routines covers both cases. A blocked destination can also prevent an error notice from being delivered.
The answer or wiki page is wrong
Open the citations. Check the account, period and original evidence. A wiki page may still be refreshing, and an outstanding-commitments list may have incomplete source coverage.
Reply with the correction and the source. For a persistent company correction, name the claim and replacement clearly; authority and source access still apply. See When OpenTag gets it wrong.
A file or link will not open
Check whether the source still exists and your account can open it. Try the link in Slack or the source app. For an unreadable attachment, provide an accessible export and distinguish a failed download from a file with no text.
Still stuck
Contact support with the conversation link, approximate time, what you expected and the visible error. Include what already completed before a retry, especially for changes in another app.