Docs / Troubleshooting the board

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Troubleshooting your board

The board tells you when something is wrong instead of quietly showing old or empty data. This page explains each message you might see, what usually causes it, and what to do about it.

"GitHub access is blocked" or "the board is paused"

You may see one of these:

• GitHub access is being reconciled, so the board is paused.
• GitHub access for this workspace is blocked until the connection is repaired; the board stays paused meanwhile.
• GitHub is disconnected, so the board is paused. Connect GitHub again to resume it.

What it means. ShipGlance only shows repositories it is still allowed to read. When that access shrinks, the board pauses while ShipGlance re-checks what it can see. That happens when:

• someone disconnects GitHub under Settings → Repositories;
• the ShipGlance GitHub App is uninstalled or suspended on GitHub; or
• repositories are removed from the App's access on GitHub.

What to do.

• If repositories were removed from the App's access, the pause usually clears by itself within a few minutes, and the board comes back without those repositories. If your configuration lives in a file that still names a removed repository, the board stays paused until you update that file.
• If the App was suspended, unsuspend it on GitHub. ShipGlance checks access again as soon as GitHub reports the change, and the board resumes by itself, usually within a few minutes. If it is still paused after that, the workspace owner can connect the installation again from Settings → Repositories → Connect repositories, which checks access right away.
• If the App was uninstalled, the connection is removed from your workspace, and reinstalling on GitHub alone does not bring it back. The workspace owner connects it again from Settings → Repositories → Connect repositories. An installation that still exists on GitHub is listed there and can be connected without reinstalling (you may be asked to sign in with GitHub again first).
• If you disconnected GitHub on purpose, this is expected. The board stays empty until GitHub is connected again.

"Your board is starting up"

This is normal right after you connect repositories, reconnect GitHub, or change which repositories or workflows the board shows: the board is being rebuilt with your new setup. It usually takes a short while. The page keeps checking and fills in as soon as the board answers — there is no need to reload. Settings stay available in the meantime.

If the board is still starting after several minutes, check that it has something to show. The board can't start without at least one workflow to monitor: a connected repository needs GitHub Actions workflows, and if the board shows only selected repositories, at least one must be selected under Settings → Repositories. Settings → Overview also shows any failed sync. If none of that explains it, report a problem from the app.

"Board unavailable"

The board could not be reached, and the message shows the reason it was given. Workspace settings stay available while the board is down.

1. Reload the page once. A brief network problem can cause this.
2. Open Settings → Overview and look for a health warning or a failed sync message; either one usually names the cause.
3. Choose Re-run discovery (or Re-sync config from code if your configuration lives in a file) to apply your current setup to the board again.

If the board is still unavailable after a few minutes, use Report a problem. The report records that the board was unavailable but not the message text itself, so paste the message into your note.

A workflow card shows an error

When one workflow can't be loaded, only its card shows an error and the rest of the board keeps working. The card's message tells you which kind of problem it is. Two card states are not errors:

• "not run recently", or a message that there are no runs for the workflow among the most recent runs, means the workflow exists but has not run lately.
• "data from … ago" means the latest refresh did not succeed, so the card keeps showing the last data it did get, labeled with its age.

Sign-in or permission problem

Messages such as "GitHub token was rejected for this repository" or "GitHub credentials are unavailable".

Likely cause: ShipGlance no longer has access to this repository. Usually the repository was removed from the App's access, the App was suspended, or an organization setting on GitHub now blocks it.

Fix: on GitHub, open the ShipGlance App's installation settings for the account or organization. Make sure the repository is included, and accept any pending permission request. If the error stays, choose Re-run discovery in Settings → Overview.

Workflow or repository not found

Messages such as "GitHub repository or workflow was not found" or "Workflow … was not found in this repository's workflow list".

Likely cause: the repository was renamed, transferred, or deleted, or the workflow file was renamed or removed.

Fix: choose Re-run discovery in Settings → Overview so the board picks up your current repositories and workflows. If your configuration lives in a file, update the repository or workflow name there.

GitHub rate limit

Messages such as "GitHub rate limit was reached", often with the time the limit resets.

Likely cause: GitHub limits how many requests an app can make in an hour. Many busy repositories and workflows can use up that allowance.

Fix: usually none. When the allowance runs low, ShipGlance slows down and shows the last data it has, labeled with its age. It catches up after the reset time GitHub reports. If it happens often, the workspace owner can show fewer repositories on the board (Settings → Repositories, "Show only selected repositories").

GitHub slow or unreachable

Messages such as "GitHub did not respond before the request timeout", "Could not connect to GitHub", "Could not resolve the GitHub host", or "GitHub is unavailable".

Likely cause: GitHub is slow or having an outage (GitHub's own status page, githubstatus.com, will say so), or a network problem between ShipGlance and GitHub.

Fix: wait. The board retries on every refresh and the card recovers on its own once GitHub answers again.

Unexpected response

Messages such as "GitHub returned an unexpected runs payload shape", "GitHub returned malformed JSON", "GitHub request failed", or "Could not build this workflow board".

Likely cause: GitHub sent back something ShipGlance did not expect. This is often a one-off glitch.

Fix: the board retries automatically. If the same card still shows the error after several minutes, click Report on the card. The report includes which workflow it is and the kind of error.

One message in this group is not a glitch: "This run reports more than … jobs" means a single run has more jobs than ShipGlance reads, and the card refuses to show a partial list. Retrying does not change it; report it if it matters to you.

"Cannot reach the ShipGlance server"

Your browser could not reach ShipGlance for a while, so the board is showing the last data it received. This is different from the calm "Reconnecting to ShipGlance…" notice, which appears during a short network blip and clears by itself.

What to do: check that other sites load, and that a VPN, proxy, or firewall is not blocking ShipGlance. The board keeps trying and recovers without a reload once it gets through. If your connection is fine and the banner stays, report a problem, or email us if the report can't be sent.

"Data is stale"

The board is reachable, but it has not received fresh workflow data from GitHub for longer than usual, so what you see may be out of date.

What to do: look at the cards. A rate-limit or unreachable error there, or "data from … ago" labels, usually explain it, and the banner clears once fresh data arrives. If no card explains it and the banner stays for more than a few minutes, report a problem.

"Storage degraded"

ShipGlance is having trouble saving to or reading from your workspace's stored history. Live status keeps working. History and sharing may fail until this recovers, and the warning clears by itself when it does. Review diagnostics in the banner shows more detail. If the warning stays for a long time, report a problem.

Still stuck?

Use Report a problem in the app: in the sidebar, or next to the message you're seeing. It sends us the details we need along with your note, and lists exactly what it includes before you send. You can also email [email protected].