Summer Start by checking the selected company, environment and your current role. Preserve the original error or safe reference so Summer can investigate the same failure.
Account and workspace access
| What you see | What to check |
|---|---|
| Awaiting approval | Your Google account exists, but the Summer team has not approved workspace access. Save company details and check approval status. |
| Invitation cannot be accepted | Verify the exact Google email named in the invitation. Ask an admin for a replacement if it expired or was replaced. |
| No company available | Ask your company administrator for a private invitation, or contact Summer for company setup. |
| Operations connection pending | Finish the company settings, knowledge and integrations you control. Summer owns the remaining runtime setup and verification. |
| Workspace access temporarily unavailable | The access check failed. Reload before concluding that your connection is disabled or changing its settings. |
| A control is missing or disabled | Check company role, operational permission, connection flags and rollout restrictions for that specific operation. |
See Set up your company and Team and access.
Integrations and credentials
Required credentials saved, but the tool fails: The tile counts saved values; it does not test the provider. Check account, staging/production selection, expiry, revocation and required permissions. Confirm that Summer has connected that tool to your company’s workflow. Do not replace a restricted key with an unrestricted one just to dismiss an error.
Credential storage is not configured: Ask Summer to finish the credential backend setup. Do not paste the secret into knowledge, email or the help request.
Doppler reference unavailable: Check the active project/config connection and exact secret name. Reverify a rotated service token. To switch projects or configs, remove existing references first. Removing a reference does not remove its vault secret.
Database read fails: Ask your database administrator and Summer to verify the dedicated read role, fingerprint, grants and trusted project URL. Saving those field names does not verify the database role.
Settings changed while saving: Reload the current revision or version, compare it with your intended change, and save again. Another administrator may have updated the same record.
See API keys and Doppler and Provider setup reference.
Slack access and missing history
Use Verify account access and check the timestamp and status. Then check selected channel read grants, bot membership or the connected personal reader. Account verification does not prove channel access.
Inspect the history, thread and attachment sync states. Pending sync or failed reads can leave gaps in saved results. A missing saved message is not proof it never existed. Reconnect or upgrade permissions where required, then recheck the intended channel. See Slack.
Knowledge and assistant behavior
If an operational agent used old guidance, inspect the run’s knowledge snapshot. Existing runs retain their original files. Verify a new run after saving a correction.
If the website assistant missed a policy, check the shared Knowledge file and the selected installation’s Conversational AGENTS.md reading guidance. Both agents receive the same full company library. Check assistant enablement, runtime availability, conversation budget and pause state as well. Inspect the saved errors before resuming a paused assistant.
See Build your knowledge base and Assistant and knowledge.
Website messenger
- Widget cannot open: Check installation enablement, exact allowed origin, loader order and backend availability.
- Account verification fails: Check the host login, installation/key ID, signing secret, nonce, origin and assertion expiry. Avoid silently switching a failed signed-in customer to guest access.
- Specific care link is missing: Verify that your server included current signed care context and that the destination origin is allowed. Expired context uses the configured public fallback.
- Logout or account switch shows the prior conversation: Await
refreshIdentity()after changing accounts. Awaitshutdown()during logout, then explicitlyboot()again only if you want a visitor widget. See the identity lifecycle. - No email arrived: Offline customer reply emails are currently unavailable. Customers return to the website for replies.
Follow Connect signed-in accounts and Security and testing for reproducible checks.
Plans and uncertain actions
A saved task, selected plan or completed investigation is not an approved action. Check the exact approval and execution state in the case. When a submission has an uncertain outcome, inspect the provider record and saved receipts before retrying. Ask the responsible operator to reconcile it rather than repeating the action.
If a case appears missing, clear case filters and inspect all plan states. See Cases, plans and approvals.
Contact Summer
Open Settings → Help to save a request with the affected integration, environment, time and a safe error reference. Keep credentials and patient information out of the form.
Saving a help request does not send a message automatically. For direct contact, email support@gosummer.ai and include the saved reference. Share any necessary private evidence through the authorized support process.