> ## Documentation Index
> Fetch the complete documentation index at: https://www.cloudtag.tech/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Why the agent didn't reply, what its error replies mean, how tool approvals work, and what to do when a thread is stuck, can't reach a service, or is missing an attachment.

## No reply at all

Work through these in order:

1. **Was it addressed?** In a new thread, the agent replies only when mentioned (`@cloud`, or its name opening the message) or emailed directly, unless the group is set to respond automatically. See [Control when it responds](https://www.cloudtag.tech/docs/users/when-claude-responds.md).
2. **Is the thread or group muted?** Send `@cloud !unmute` in the thread. A group-wide mute is on the group's Overview page, and only admins can turn it off.
3. **Is it still working?** Send `@cloud !status`. Long tasks can take several minutes, up to 20, and the answer tells you whether it's queued, running, or waiting for an approval.
4. **Has the group reached its spend limit?** The agent says so in the thread when it has. A group admin can raise it on the group's **Usage & activity** page, up to the organization's per-group default. Above that, or for the organization's own limit, ask an organization Owner or Admin.
5. **Is the agent on in this group?** If the group's settings page says **Not connected yet**, the organization's admins haven't said yes. Post `@cloud connect` to ask them again.
6. **Did Gmail vouch for the message?** The agent ignores group mail that Gmail can't confirm the group's domain sent, because it could be forged. The organization page lists a week of such mail under "Ignored mail from …". See [Troubleshoot setup](https://www.cloudtag.tech/docs/admins/troubleshooting.md#mail-is-ignored).
   - Did you send it **to the agent's address** rather than through the group? Then its mailbox got your direct copy, which it may not be able to verify. Send to the group instead. See [Reply to the group](https://www.cloudtag.tech/docs/users/when-claude-responds.md#reply-to-the-group-not-to-the-agent).
7. **Has the thread hit the loop guard?** After 12 posts in a thread within an hour (replies, notes and command answers), it stops replying there. Messages sent meanwhile aren't answered later: ask again after the hour.

## It replied with an error

| The reply says | What it means |
| --- | --- |
| "Claude is overloaded right now" | The model was overloaded or rate-limited after retries. Try again in a few minutes |
| "the Anthropic account I run on has a billing problem" | The organization's Anthropic account is out of credit or its key has a billing issue. An Owner needs to check the account |
| "I couldn't reach one of this group's connectors" | A connector is down or its sign-in expired. An admin can check the group's **Connectors** page and reconnect it |
| "that took longer than I'm allowed to run" | A reply can run for up to 20 minutes. Ask for something smaller, or split it across threads |
| "my session for this thread ended unexpectedly" | Reply again and it starts a fresh session |
| "something went wrong on my side" | Cloud Tag couldn't finish the reply. Try again |
| "I ran into an error and couldn't finish that" | Something else failed. Try again; if it keeps happening, `!restart` the thread |
| "This group has reached its monthly budget" | See [Spend limits](https://www.cloudtag.tech/docs/admins/set-spend-limit.md) |
| "this thread is paused" | An earlier input needs review before requests can resume. New mail is stored; ask an admin to follow [Input review](https://www.cloudtag.tech/docs/admins/troubleshooting.md#a-thread-is-paused-for-input-review) |

## It asked for an admin's OK

Some tool calls need a group admin's approval first, depending on how the connector's permissions are set. The agent posts a note naming the tool and linking to the group's **Approvals** page. An admin approves or declines there, and the agent continues the thread as soon as they do. Unanswered requests are declined after a day. Admins can write auto-approve rules for routine calls so they don't wait; see [Auto-approve rules](https://www.cloudtag.tech/docs/admins/add-connections.md#auto-approve-rules).

## It emailed me asking to use my connector

That's a [personal connector](https://www.cloudtag.tech/docs/concepts/personal-connectors.md) you connected. Open the link and choose **Allow in this thread** or **Don't allow**, then ask again in the thread. Links last a day.

If the email asks you to **approve** a call, the agent wants to change something with your connector. The link shows exactly what it will do; approve or decline there, and the thread continues on its own. Unanswered requests aren't run after a day.

If the agent says it may or may not have done something on your connector, it couldn't tell whether the call went through and stopped rather than risk doing it twice. Check the service before asking again.

Email has no buttons, so approvals always happen on the web.

## It's stuck or went in the wrong direction

Reply in the thread to correct it. If it keeps going wrong, send `@cloud !restart`: the next reply starts in a fresh session that rereads the thread.

## It doesn't know something from another thread

It can search the whole group archive, but it doesn't always look. Name the thread: "check the thread called *Launch checklist* from last week."

## It can't reach a website or service

The group's network access may be limited or off, or the service isn't connected. Ask `@cloud what can you access from this group?`, and ask a group admin to add the connector or allow the host. See [Give it access to your tools](https://www.cloudtag.tech/docs/admins/add-connections.md).

## Its reply was cut off or missing an attachment

Ask for the file again by type ("as a spreadsheet"). Files it makes are also kept on the group's **Files** page.

## Still stuck

Send `@cloud !feedback <what happened>`. It reaches the team that runs Cloud Tag with the group and thread attached.