Korso
Atlas Docs

Troubleshooting

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

Connection failures

Where to diagnose in Atlas

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

Gmail
Atlas Settings -> 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  • invalid_grant: the refresh token was revoked, expired, or issued to a different client/account state.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.

Recovery: reconnect a source

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.

  1. 1

    Pause the connector

    For Gmail, use Settings -> Email -> Disconnect. For ERPs, open the connector modal and use Disconnect. This stops new work from retrying with stale credentials.

  2. 2

    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.

  3. 3

    Clear account ambiguity

    Use a clean browser profile or incognito window when reconnecting so the intended account and tenant are selected.

  4. 4

    Reconnect from Atlas

    Start the connection from the same Atlas surface that owns it: Connect Gmail for email, or the ERP connector card for Odoo, SAP, and Business Central.

  5. 5

    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.