# Troubleshooting

Find a setup, sign-in, or task problem and see what to do next.

Choose the problem you are seeing and try the suggested action. If it is not listed, use the [help prompt](#diagnose) or [contact support](/developers/docs/support).

## Installation will not finish

| What you see | What to do |
| --- | --- |
| Your Agent asks for Full Access | Enable Full Access so the Agent can install SpringBrand, save connection settings, and reach the sign-in service. Connect your SpringBrand account when prompted. |
| The app is missing or does not support this setup | Install or update the app you chose. If it supports remote MCP instead, use [Other agents](/developers/docs/install-other-agents). |
| The terminal says `node` or `npm` is not found | Install Node.js and npm, then reopen the terminal. Ask your Agent to help if you are unsure how. |
| Installation fails with a permission error | Copy the error into your Agent chat. Ask it to check the folder named in the error and use a location your account can write to. Retry after the permission issue is fixed. |
| The terminal says `sp` is not found after installation | Reopen the terminal and run `sp --version`. If it still fails, ask your Agent to locate the installed command and make it available in this terminal. |
| A download or connection fails with a network error | Check your internet connection and proxy settings. The terminal may need the same proxy as your browser. For a TLS or certificate error, share the exact message with your Agent. Retry the failed step after fixing the connection. |
| SpringBrand appears more than once in the app | Ask your Agent to check the SpringBrand entries for duplicates or conflicting settings before reconnecting. Keep other tool connections in place. |
| Setup or an update stopped halfway | Tell your Agent which step finished and where it stopped. Ask it to check the existing setup and continue from the unfinished step. |
| The error does not give you a useful next step | Copy the full error or output, including the command or step that produced it. If no result was returned, say so. Use the [help prompt](#diagnose) or [contact support](/developers/docs/support). |

## Sign-in and connection problems

| What you see | What to do |
| --- | --- |
| You do not have a SpringBrand account or API key | [Create an account](https://rapp.springbrand.ai/sign-up?src=docs_markdown) or [sign in](https://rapp.springbrand.ai/?src=docs_markdown). Then open [MCP API Keys](https://rapp.springbrand.ai/account-settings?section=mcp-api-keys&src=docs_markdown) for a key, or choose browser sign-in when your Agent asks. |
| The API key is rejected, or sign-in has expired | Check that you used the intended SpringBrand account and copied the full key. If the key is invalid or revoked, get a replacement from [MCP API Keys](https://rapp.springbrand.ai/account-settings?section=mcp-api-keys&src=docs_markdown). If browser sign-in expired, sign in again. |
| You chose browser sign-in, but the app uses an old API key | Ask your Agent to check the saved SpringBrand connection and switch it to browser sign-in. Keep other tool connections in place. |
| The browser says you are signed in, but the Agent is still waiting | Keep the original setup conversation open while the Agent finishes its connection check. If it stops without a next step, tell it that browser sign-in completed and ask it to continue checking. |
| You closed the sign-in window, or sign-in timed out | Finish [registration or login](https://rapp.springbrand.ai/?src=docs_markdown) first. Once the previous sign-in attempt has ended, tell your Agent you are signed in and ask it to try again. |
| The Agent says there is still a setup step to complete | Follow the step it gives you before starting a new conversation. If you used the terminal and see `pending`, read [Manual installation checks](#terminal-output). |
| Setup is complete, but SpringBrand tools are missing | Restart the app and open a new conversation. Ask it to show the SpringBrand tools. If they are still missing, use the help prompt below to check the connection and sign-in. |

## A task is not working

| What you see | What to do |
| --- | --- |
| The Agent cannot find a tool for your request | Ask your Agent to show the available SpringBrand tools. If all are missing, check the connection above. If one capability is unavailable, ask for an alternative approach. |
| The task asks for more information | Provide the missing item, such as a website URL, search criteria, or destination. Ask which information is required if the message is unclear. |
| A service is disconnected, or access is denied | Check which service and account the task needs. Reconnect that account if it is disconnected; if access is denied, check the required permission before retrying. See [Accounts and approvals](/developers/docs/accounts-and-approvals). |
| The task is using the wrong account or destination | Tell your Agent to wait before the next action. Specify the intended account and destination, and confirm them before continuing. |
| Credits are insufficient, or the cost exceeds your budget | Check your Credits balance and any cost estimate before continuing. If no estimate is available, ask what cost information is known and decide whether to proceed. |
| The service says you are making too many requests | Wait for the retry time in the message, if one is given. Retry the failed step once; if the error repeats, reduce the requests or ask your Agent for help. |
| A task timed out, or you do not know whether it ran | Ask your Agent to check the original task first. The action may have completed despite the timeout. Confirm the outcome before sending, publishing, or paying again. |
| The task is still running | Ask for an update on the existing task, using its link or ID if available. Wait for its result before submitting the same request again. |
| Only part of the task finished | Ask what completed, what failed, and what remains. Continue from the unfinished step after resolving the error. |
| The result link or file will not open | Check that you have access to the result and that the link has not expired. Ask your Agent whether it can retrieve the result again or provide another download link. |
| You want to cancel a running task | Ask your Agent whether the task can be stopped. Check the current status afterward; actions already completed may need to be handled separately. |

## Ask your Agent for help

Paste this into the conversation where you are having the problem. Add the error message or describe the step that stopped.

**Add your error message before sending**

```text
Help me fix this SpringBrand problem. Check what has already completed, explain what is blocking the next step in plain language, and tell me what I need to do.

Problem or error message: [paste it here]
```

## Manual installation checks (optional)

If you ran the terminal commands yourself, check the `status` in the connection report. For unfinished setup, `next_action.instruction` describes the next step.

| Status in the output | What it means and what to do |
| --- | --- |
| `ready` | Installation checks passed. Restart your app and open a new conversation to check the tools. |
| `pending` | Setup needs another action or check. Follow `next_action.instruction`. Exit code 4 also means pending; do not repeat the connection command just because it returned this code. |
| `failed` | A setup step failed. Read the error and follow the recovery instruction. Include any `error_code` when asking for help. |

For browser sign-in, run the login command given in the output and wait for it to finish. After sign-in succeeds, run the follow-up command shown as `continuation` to check the connection.

If no follow-up command is shown, use the check below. This example is for Codex; replace `codex` with the client name from your original `sp connect` command for another app.

**Check a Codex connection**

```shell
sp doctor --harness codex --json --url https://connector.springbrand.ai/mcp
```

If the check confirms setup and sign-in, restart the app and open a new conversation. If it still asks for an action, complete that step first.

- [Contact support](/developers/docs/support): Share the error and the step where it happened.