Troubleshooting

Diagnose common connection, permission, service registration, and routing issues across email and ERP integrations.

Capability	Setup time	Auth mode
Setup diagnostics	Reference	Public guide

Connection failures

Start from the surface that owns the credential before changing provider settings.

Where to diagnose in Atlas

Item	Detail
Gmail	Atlas → Connectors → Email shows mailbox status, Sync now, Reconnect, and Disconnect.
ERP connectors	Atlas → Connectors opens each connector modal with status, Test Connection, Disconnect, catalog status, and provider-specific forms.
Business Central	The connector modal can pause on Select a Business Central company, Sign in to Business Central, or catalog fidelity checks.
Inbox validation	Atlas Inbox confirms whether a connected mailbox is producing fresh operational signals.

Confirm the integration user still has access.
Re-run OAuth consent if scopes changed.
Check network allowlists for ERP endpoints.
Verify the selected tenant, company, database, or environment.

Routing failures

Routing failures usually mean Atlas received a valid signal but could not confidently map it to a case, workflow, or ERP record.

Operator review

Use the Atlas dashboard to inspect the thread, choose the right case, or give Atlas a routing instruction.

OAuth errors

OAuth errors usually mean the authorization grant is missing, expired, revoked, scoped incorrectly, or tied to the wrong account or tenant.

access_denied: the user or admin denied consent, or the app is blocked by tenant policy.
invalid_grant: the refresh token was revoked, expired, or issued to a different client/account state.
insufficient privileges: the OAuth token is valid but missing a required API permission or mailbox/resource grant.
wrong account: the browser authorized a personal account or different tenant than the mailbox/ERP environment Atlas should use.

Reconnect is a recovery action, not part of the normal setup path. Use it when OAuth consent, mailbox selection, ERP company scope, or provider permissions changed after the connector was first authorized.

Pause the connector — For Gmail, use Atlas → Connectors → Email → Disconnect. For ERPs, open the connector modal and use Disconnect. This stops new work from retrying with stale credentials.
Remove the old grant — For Google, remove Korso or Atlas from third-party app access. For Microsoft, review or remove the Enterprise Application grant in Microsoft Entra.
Clear account ambiguity — Use a clean browser profile or incognito window when reconnecting so the intended account and tenant are selected.
Reconnect from Atlas — Start the connection from Atlas → Connectors: Connect Gmail in the Email panel, or use the ERP connector card for Odoo, SAP, and Business Central.
Verify with a fresh signal — Use a new email thread or a known ERP record. Do not use cached success from before the reconnect.

ERP errors

Authentication succeeded but reads fail: the integration identity lacks ERP object permissions or record-level access.
Schema mismatch: the ERP tenant has custom fields, renamed states, missing modules, or hidden API pages.
Network failure: the Atlas runtime cannot reach the ERP endpoint, trust the TLS certificate, or pass firewall allowlists.
Service missing: SAP OData service or Business Central API page is not registered or exposed.
Write rejected: approval policy blocked the write, or the ERP user lacks write permission.

Support evidence

When escalating a connector issue, collect enough evidence for an operator to distinguish configuration, credential, network, and workflow bugs.

Connector name, provider, tenant/company/environment, and connected identity.
Timestamp of the failing attempt and whether the failure is read, write, send, or routing.
Exact provider error code or message with secrets removed.
One known-good record ID or email thread ID used for reproduction.
Whether disconnect/reconnect has already been attempted.