Troubleshooting Connection & Authentication Issues

If a service shows as disconnected, or your agent suddenly can't take actions it could before, it's almost always one of the issues below.

"Service shows as Not Connected"

This usually means the connection was never completed, or was manually disconnected. Go to Services, find the affected service, and click Connect to restart the authorization flow.

"Service was working, but now shows disconnected"

This is typically caused by one of the following:

• The access token expired. Many services require periodic reauthentication. Go to Services, select the affected service, and click Reauthenticate.
• Permissions were revoked on the service's side. If someone changed settings directly in the connected tool (e.g. revoked an app authorization in HubSpot or GitHub), Gatekeeper loses access even though nothing changed on your end. Reconnecting will resolve this.
• The connected account no longer has access. If the person who originally connected the service loses their own access to it (e.g. leaves the company, is removed from the tool), the connection can break. Reconnect using an account that still has valid access.

"My agent says it can't do something I expect it to be able to do"

Before assuming it's a connection issue, check whether this is actually a policy decision — see Troubleshooting Policy Denials. Connection issues typically show clearly as "disconnected" in your dashboard; policy blocks show up as a denial with a reason, not a connection error.

Still stuck?

Check your audit log for the specific failed attempt — it will usually show whether the failure was a connection problem or a policy decision, which tells you which fix applies.