Sign-ins can lapse when the other tool expires or revokes the authorization, or when you change your password there. Kylon shows the problem on the Connection's row. In most cases you reauthorize and the same Connection works again, with the same sharing.

Before you start

  • Only the owner can reauthorize a Connection. If someone else owns it, ask them to do it.
  • Have your login for the other tool ready.

Read the status

Healthy Connections show a quiet dot. These states are printed next to the name, and hovering shows a short explanation:

  • Needs reauth. The authorization expired. Reauthorize to keep using it.
  • Disconnected. Access was revoked, for example from the other tool's account settings. Reauthorize to keep using it.
  • Needs reconnect. This way of connecting is no longer supported. Reconnect to keep using it with agents.
  • Not finished yet. Setup was not completed. To finish, open the row menu, select Disconnect, and then connect the tool again from Connect.
  • Couldn't confirm. The last check could not confirm the Connection, and it may still work. Use Refresh status (below).
  • Sign in again on the agent's computer. The sign-in is held by an Agent on its own computer and cannot be shared. Ask that Agent to sign in again.
  • Needs attention or Disabled (messaging Connections). These point to the webhook. Check it with Webhook in the row menu. A Disabled webhook stays off until a Room admin enables it in Room settings.

Steps

  1. Open Connections. In the left rail, select Connections and find the Connection under My connections.
  2. Open the menu. Select the three-dot menu on its row.
  3. Select Reauthorize or Reconnect. The item name matches the status. Kylon starts the same flow you used to connect, so you may see the permissions dialog and then the other tool's own page in a new tab. Allow pop-ups if asked. Sign in and approve.
  4. Check the row. When the tab shows Connection complete, the status goes back to a quiet dot. Completing this flow updates the existing Connection rather than creating a duplicate, and keeps who it was shared with.
  5. For a Connection that used a retired method, choosing Reconnect fills the search box with the tool's name. Connect it again from the list. You will then have a new Connection, so share it again if needed. See Share or limit who can use a Connection.

Refresh a status

Some rows offer Refresh status in the menu. It re-checks the Connection and updates the label. It is not offered for rows that use a pasted key or a sign-in held on an Agent's computer, and it may not be offered for every tool. If Refresh status fails you see Couldn't refresh connection status.

If it is an API key

Key-based Connections are not checked against the other tool, so they show as connected until you change them. If a key was rotated or stops working, open the row menu, select Settings…, and under API Keys paste the New value. Renaming a key changes the variable name Agents read, so update anything that depends on the old name.

If it keeps failing

  • You may see Couldn't start this connection. Try again. Try once more, and check that pop-ups are allowed.
  • If the Connection still does not work, disconnect it and connect again. See Disconnect a tool.
  • Still stuck? See Contact support.