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When an agent or chat can’t reach NetSuite or another system, the problem is almost always the connection. This page explains what each connection status means and how to get back to a healthy Connected state. Most fixes happen on the Connectors page or the connector’s detail tabs. Open Connectors from the sidebar, find the connector, and click it to open its Setup, Authorizations, and Tools tabs.
The Connectors page listing connected systems with status badges

Connectors

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Connection statuses

Every connector shows a status badge on the Connectors list and on its Setup tab. Use this table to map a badge to its cause and fix.
Click Refresh at the top of the Connectors list to re-sync statuses if a badge looks out of date after you fixed something in the external system.

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Re-authenticate or refresh a connection

NetSuite access uses short-lived tokens (roughly an hour), which Erstan refreshes for you in the background. You only need to step in when a status reads Authorization expired, Error, or Endpoint unhealthy.
1

Open the connector

Go to Connectors and click the affected connector (for example, NetSuite).
2

Test the connection

On the Setup tab, click Test connection to confirm whether the workspace connection is the problem.
3

Re-authorize your user (NetSuite)

On the Authorizations tab, find Your NetSuite user and click Re-authorize. Approve access in the NetSuite popup, choosing your usual non-Administrator role.
4

Re-authenticate or refresh the token (OAuth connectors)

On the Setup or Tokens tab, use Re-authenticate, Refresh token, or Test token refresh to restore an OAuth connection.
Allow popups. Connecting and re-authorizing NetSuite open a popup window and poll for completion. If your browser blocks it you’ll see “Please allow popups to connect NetSuite” — allow popups for Erstan and retry.
Re-authorizing your own NetSuite user only restores your personal access — it never changes the shared workspace connection or other members’ authorizations. Owners and admins manage the shared Workspace OAuth connection separately; see Managing NetSuite.

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Workspace connection vs. your authorization

NetSuite uses two-stage access, so a “broken” connection can mean two different things:
  • Workspace OAuth connection — set up once by an Owner or Admin. If this is missing or errored, no one can use NetSuite until an admin reconnects it.
  • Your NetSuite user — each member authorizes their own NetSuite user and role. If only your card shows Authorization required or Authorization expired while the workspace connection is healthy, just re-authorize yourself.
Owners and admins can confirm who is affected from the Workspace members roster on the Authorizations tab, which shows each person’s authorization status, role, expiry, and last-used time.

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The “NetSuite is busy” queue

If NetSuite is handling a lot of work at once, Erstan briefly holds new NetSuite actions in a queue and shows a “NetSuite is busy” notice (in chat it appears as a “Queued — NetSuite” card).
This is informational, not an error. The queue resumes on its own as soon as capacity frees up — you don’t need to retry, re-authorize, or cancel anything. The card disappears when the work continues.
A queued notice is different from an approval card: an approval card waits for you to decide before a write runs, while a queued notice waits for NetSuite and clears automatically.

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When a connection still won’t work

The NetSuite sign-in may not have completed. Reopen the connector, click Connect or Re-authorize, and finish approving in the popup. Confirm popups are allowed for Erstan.
The agent needs a connector that isn’t connected or authorized for you. Open the named connector and connect or authorize it, then re-run. For NetSuite, that usually means authorizing your own user.
Chat needs a connected AI provider. If you haven’t connected one, see Connecting an LLM provider.
Your NetSuite role or permissions may have changed, or the role you picked lacks access. Re-authorize and choose a role with the permissions the agent needs (still non-Administrator). If it persists, an Owner or Admin should run Test connection on the workspace connection.
Managing the workspace connection, tools, and write policy needs the Owner or Admin role. Ask a workspace admin to make the change.

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Getting help

If a connection stays unhealthy after re-authenticating and running Test connection, contact your workspace Owner or Admin first — they can re-establish the shared NetSuite connection. For broader fixes across chat, approvals, and runs, see Troubleshooting.

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Next steps

Authorizing your NetSuite user

Re-authorize your own NetSuite user and role.

Managing NetSuite

Owners and admins: manage the workspace connection, tools, and write policy.

Approving AI actions

Tell a queued notice apart from a real approval card.

Troubleshooting

Fixes for chat, approvals, and stale runs.