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Most problems in Erstan come down to a missing connection, an authorization that needs renewing, or an agent that can’t start. This page walks through the issues people hit most, with the fastest fix for each.
Many issues fix themselves once the right connection is healthy. Check Connectors first — a status badge there usually points straight at the cause.

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Common issues

Chat and Agents need an available AI model. If the composer reports that a model or provider is missing, check your workspace’s AI access and model settings.
1

Open Connectors

Open Connectors → AI from your profile menu, or follow the link in the composer message.
2

Check AI access

Ask an owner or admin to check the provider’s available access modes and status. Your workspace may use managed access or a supported customer API key; a personal provider key is not always required.
3

Choose an available model

Check Settings → AI for the workspace Chat default, then select an available model in the chat composer. If the default is Auto, an admin should also check the permitted model pool and limits.
Provider configuration and workspace AI defaults are managed by owners and admins. Availability depends on your workspace and environment.
If an agent or chat needs NetSuite and it isn’t connected, you’ll see a Connection required banner (amber) on the agent, or a prompt in chat. NetSuite connects in two stages.If the workspace connection exists but you personally haven’t authorized, open the NetSuite connector’s Authorizations tab — your Your NetSuite user card will read Authorization required. Click Authorize and approve in the NetSuite popup.
The connect and authorize flows open a NetSuite popup and poll for completion. If nothing happens, your browser is likely blocking popups — allow popups for Erstan and try again.
NetSuite access tokens are short-lived (roughly one hour), and Erstan refreshes them automatically in the background. If a refresh fails or the connection goes stale, you’ll see Authorization expired or Endpoint unhealthy on the connector.
1

Re-authenticate your user

On the Authorizations tab, click Re-authorize on your Your NetSuite user card and approve in the NetSuite popup. This re-grants access using your own NetSuite role.
2

Test the workspace connection

Owners and admins can open the Setup tab and use Test connection, then Test token refresh to confirm the workspace OAuth connection can renew tokens.
See Connection troubleshooting for the full list of statuses and what each one means.
When NetSuite is handling other work, Erstan briefly holds a request and shows a Queued — NetSuite card. This is informational only — it has no buttons and resumes automatically when capacity frees up.
A Queued card is intentionally different from an approval card. It means “waiting its turn,” not “waiting for you.” There’s nothing to click; leave it and the run continues on its own.
If a run sits queued far longer than expected, check the connector’s status — an expired authorization (above) can stall work that’s waiting on NetSuite.
Writes to NetSuite and other systems require approval by default. If an action requires approval, you see Run action / Don’t run before it runs. Whether a specific action prompts depends on the tool’s policy and, in plain chat, your Write actions mode.
  • Open + → Write actions to check Workspace defaults, Ask before writes, or Auto-approve writes. This setting applies to plain chat; custom Agents use their configured governance.
  • For agents, whether a tool prompts is set by its write policy per tool: Allow, Require approval, or Deny (see Managing NetSuite: tools & write policy).
Auto-approve can permit eligible chat writes without a confirmation step; it does not override Deny. Review the full behavior in Approving and rejecting AI actions.
If an agent reaches for a connected system you haven’t authorized yet, chat surfaces an Authorization required card. Authorize the account from the card (or from the connector’s Authorizations tab), then continue the conversation — the run picks up where it left off.
Run details stream live. If a run is idle for a long time, it shows a stale status with a Refresh trace (or Retry Run) affordance.
1

Refresh the trace

Click Refresh trace to re-sync the run’s live status. Long-idle runs often just need a refresh to show their latest state.
2

Check for a waiting approval

A run can pause indefinitely on an approval or an Authorization required card. Open the run and respond so it can resume.
3

Retry if it failed

If the run errored, use Retry Run from the run detail. Review the step trace first to see where it stopped — see Run history, traces & analytics.
An agent can’t start for a few specific reasons. The library or run dialog will tell you which one applies:

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Getting help

If you’ve worked through the relevant fix above and an issue persists, gather the details that speed up support: the workspace name, the agent or chat involved, and the run’s trace (use Audit in Erstan from a run for the full record). Then reach out to your Erstan contact or workspace Owner.
Features and connectors can vary by workspace and environment. A connector marked Coming soon cannot be connected yet.

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Next steps

Connection troubleshooting

Connection statuses, re-authenticating, and token lifetimes in depth.

Approving AI actions

How write approvals, auto-approve, and queued cards work.

Run history & traces

Read a run’s step-by-step trace to find where it stopped.

Security & write safety

How Erstan keeps you in control of every NetSuite change.