FAQ & Troubleshooting

Updated on 30 Oct 2024

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Troubleshooting

Below are a few scenarios you might encounter in the Automation Service as well as the underying issue and steps to remediate.

Issue	Potential Cause
One of my gateways has an `error` status	- Bad or missing certificates. - Connection is unreliable. - Not enough licenses.
I can see my gateway and everything looks fine, but I can’t run an automation.	- Make sure the gateway is enabled; it may be in `read-only` mode.
My IAG5 HA isn’t working reliably.	- Make sure all the controller node certificates have been properly associated with the gateway configuration in your Itential Cloud instance. - Make sure all the controller nodes can reach your Itential Cloud instance.

FAQs

Below are some "Frequently Asked Questions" and the answers. If you cannot find the answer to your question here, please contact the Itential Service Desk to request assistance.

Question	Answer
Can I cancel an automation once it’s started running?	No. Once an automation has started running on a gateway, it must go to completion.
How can I skip an automation run in a schedule?	The easiest way to skip the next scheduled run of an automation is to pause the schedule. You will need to remember to enable the schedule once the date you wanted to skip has passed.
How do I grant users access to run automations on a particular gateway?	Gateways are configured with groups. Every user in those groups has the potential to run automations on that gateway. If you want to give a user the ability to run an automation on a gateway, add that user to one of those groups. Contact your administrator about how to add that user to one of those groups.

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Overview

Table of contents

Troubleshooting
FAQs