Troubleshooting

This topic includes different topics to help you troubleshoot common issues in pipelines.

YAML import errors

These are the some of the errors that can occur when importing a pipeline YAML. For more infomation about using YAML, see About YAML.

  • KeyError
  • AuthenticationError

KeyError This may occur when a keyword is not recognized as proper format or syntax for a pipeline step. For example, if there is a typo in the YAML. In this example, ACTION is misspelled:

- ACCTION bucket row create -> b:
    table: '5876036948459520'
    ___: ___

AuthError This occurs when the credentials in the YAML for the account slug are not valid resulting in an AuthenticationError. Make sure the credentials you've pasted in are valid in your current environment. You will want to make sure that this account has proper access to the third-party system, such as making sure that Quickbase has access to the table.

Impact of realm changes

If you have changed your realm name, these areas in Pipelines may be impacted:

  • Hard coded URLs:
    • Webhooks
    • JSON handler
    • CSV handlers
  • URL inputs that the user enters manually

You may need to reconnect to the Quickbase channel in each Pipeline.

Many issues with billing accounts and other UI issues can be solved by logging out for five minutes to allowing the cache to reset.

Authentication and authorization

Channel authentication allows customers to activate a channel and access the external cloud system for which we have integration capability (example Slack, QuickBooks, Salesforce, etc.).

Note: Pipelines supports various actions and triggers for each cloud system we have integration with, but the permission to conduct any given action or trigger is defined by the user’s permission in the given cloud system.

Here are a few common questions and answers around authentication and authorization:

Q: I see a list of channels in my account, but I can’t access the functionality. The system tells me to contact Realm Admin for further support.
Closed
A: Each channel needs to be enabled at the realm level first by the Realm Admin. Before using any channel, it needs to be configured from the Admin Console.

Q: I already have access to a channel I need, but I’m wondering if I can enable a second or another different account, for the same channel?
Closed
A: Yes. To do that, navigate to Pipeline Designer, drag one of the actions or triggers from the channel and use the account drop-down to add a new account.

Q: I just authenticated my Quickbase channel, but I can’t see my tables.
Closed
A: To get access to a specific app or a table you need to make sure the user token used to authenticate has the app or the table associated with it and the right permissions are assigned.

Q: My pipeline used to work, but now I’m getting an authentication error in the activity log.
Closed
A: In most of the case, authentication errors are caused by one of these two reasons: User token or password is expired. User does not have access to the cloud system anymore.

Q: I don’t know how to authenticate to one of my channels.
Closed
A: We have help for every single channel we support and in our help, we explain in detail how to authenticate and activate your channels.

Pipeline run issues

Here are a few common issues users may have.

Q: My pipeline stop working and I don’t know how to fix it.
Closed
A: Steps to troubleshoot this issue:
1. Check whether the pipeline is enabled or not. Please note that pipelines get automatically disabled when you modify them.
2. If it’s not enabled, check for any errors in the pipeline designer. If it’s enabled check whether there is enough step runs left in the account.
3. Check the authentication and ask the user to check authorization in the external system.
4. If all the above is not the reason, check whether the pipeline is disabled due to a high number of errors. If the customer has the message below, escalate the issue to the Pipelines product team.
Note: Customers will get getting the following message in case there is something wrong with the pipeline:
Hey there!
A pipeline in your account [pipeline name] is failing. We have stopped it so you can check what’s wrong. Check the activity log to find out what’s wrong.

Q: My pipeline trigger is not working.
Closed
A: In most cases, this is caused by the fact that there is a filter in the trigger of the pipeline. The pipeline will discard the trigger due to filter conditions. If the user does not want to have the filtering, recommend removing or adjusting them to meet the requirement.

Q: I have a condition in my pipeline, but I can’t get into a branch for which the condition is true.
Closed
A: Double-check the condition of the pipeline and review the activity log to check whether the system is getting the right values.
Note: Look for [Value_a] and [Value_b] in the payload. If the values are right, but the condition is still not returning “True“, escalate the issue to the Pipelines team.

Q: For some reason, my pipeline throws an error when I try to use one of the fields from my channel A in a step with my channel B.
Closed
A: The first thing to do is check the type of field and the values it’s capable to accept. Most of the time the values coming from system A are not compliant with system B requirements.
Example:
Escalation in Quickbase can have a P0, P1, etc. priority, wherein Jira priority can only be 1, 2, etc.
Jinja mapping will be required to map this value. Example: {{ {'P0':'1', 'P1':'2', 'P2':'3', 'P3':'4'}[a.escalation_priority] }}

Q: I can’t turn on my pipelines.
Closed
A: In most cases, there is an error in the pipeline that needs to be addressed first. Not assigning a value for the required fields is one of the most common mistakes causing this.

Q: I change my Quickbase app and now my pipelines don’t work.
Closed
A: A detailed audit of the changes might be necessary to identify the root cause. Even simple changes such as making a field required might cause errors in pipelines making operations on the table/record.

Q: I can’t edit my pipeline.
Closed
A: Users can’t edit the pipeline when the pipeline is in an execution state.