Troubleshooting
15 articles
When to contact support — what info to include
Know when to escalate an issue to Cotonity support, how to gather the right diagnostic information before submitting a ticket, and what to expect from the support process.
Debugging with agent activity logs
Master Cotonity's activity log interface to trace execution paths, inspect step inputs and outputs, filter by run status and time, and export log data for offline analysis.
Recovering from a failed automation run
Restore your workflow to a consistent state after a failed run, including how to identify partial side effects, safely re-run failed steps, and prevent double-processing of already-completed actions.
Resolving data sync conflicts
Fix conflicts that arise when Cotonity agents sync data between two systems that have both been updated, covering conflict detection, resolution strategies, and last-write-wins versus field-level merging.
Rate limit errors from external APIs
Handle 429 Too Many Requests errors from external APIs called by Cotonity agents, including retry strategies, request throttling, batching, and caching to stay within rate limits.
Agent stops mid-run without completing
Investigate why a Cotonity agent terminates before reaching its final step, covering timeout limits, memory constraints, infinite loops, and unhandled error conditions.
Duplicate records being created
Understand why Cotonity agents sometimes create duplicate CRM records and apply deduplication strategies including upsert operations, idempotency keys, and pre-run existence checks.
Event registration form not submitting
Diagnose and fix problems with event registration forms connected to Cotonity agents, including validation errors, CORS issues, webhook misconfigurations, and browser compatibility problems.
Email notifications not arriving
Resolve issues where Cotonity-triggered email notifications are missing from inboxes, covering SMTP configuration, spam filtering, sending limits, and delivery verification.
Unexpected data format in agent output
Fix issues where agent output contains incorrectly typed values, missing fields, malformed JSON, or misformatted dates that cause downstream steps or systems to reject the data.
Agent running too slowly — performance tips
Identify the causes of slow agent execution in Cotonity and apply practical optimizations to reduce run times, from trimming unnecessary steps to enabling parallel execution.
API authentication failures
Troubleshoot 401 and 403 errors in Cotonity agents that call external APIs, covering API key rotation, token scopes, IP allowlists, and secure credential storage.
HubSpot integration connection errors
Diagnose and fix the most frequent errors that occur when Cotonity connects to HubSpot, including OAuth failures, permission scopes, and portal ID mismatches.
Workflow step failing — how to read error logs
Understand the structure of Cotonity's workflow error logs, learn to pinpoint which step is failing, and follow a systematic approach to fix step-level errors.
Agent not triggering — common causes and fixes
Learn why your Cotonity agent may fail to fire on schedule or in response to events, and how to diagnose and resolve the most common trigger issues.