Troubleshooting

Gmail skills fail with a "deleted_client" error

Problem

Running a Gmail skill fails with the following error:

Skill issue: {'errors': [{'message': 'The connector service has encountered an unexpected error. Please check the logs for more details.', 'error_details': '{"message":"deleted_client"}'}]}

Cause

You notice an exception while running Gmail skills if you connected the Gmail app before 21 May 2024.

Solution

You must reconnect the app since there was an internal modification; this is a one-time requirement.

Help icon fails to load the help menu

Problem

The help icon (?) on the watsonx Orchestrate user interface (UI) may not open the help menu or start the WalkMe guided tours.

Cause

This is because your browser settings may prevent the help menu or WalkMe guided tours from opening.

Solution

Unblock the third-party cookies and tracking content on your browser's settings to resolve the issue.

Unblock cookies and disable tracking content

Mozilla Firefox

1. Click the Mozilla Firefox menu on the upper right of the browser window.
2. Click Preferences > Privacy and security.
3. Select the Custom radio button.
4. Uncheck Cookies and Tracking content.

Apple Safari

1. Click the Apple Safari menu on the upper right of the browser window.
2. Click Settings > Advanced.
3. Uncheck Block all cookies.
4. Uncheck Use advanced tracking and fingerprinting protection.

Google Chrome:

1. Click the Google Chrome menu on the upper right of the browser window.
2. Click Settings > Privacy and security.
3. Click Third-party cookies.
4. Select the Allow third-party cookies radio button.
5. Toggle on Send a 'Do not track' request .. button.

Microsoft Edge

1. Click the Microsoft Edge menu on the upper right of the browser window.
2. Click Settings > Cookies and Site Permissions.
3. Select Manage and delete cookies and site data.
4. Toggle off Block third-party cookies.
5. Switch back to Settings > Privacy, Search, and Services.
6. Toggle off the Send "Do Not Track" requests button.

After completing the steps, refresh the watsonx Orchestrate UI page. The (?) icon should start the WalkMe guided tours now. If the issue persists, open a support case for more help.

Running a skill returns failure during communication with remote host (error code 502)

Problem

Running the skill returns the error code 502 with the following message and context:

• message

  Failure during communications with remote host.

• context

  Connection reset by peer.

Cause

Possible Secure Sockets Layer (SSL) misconfiguration on the remote server that hosts services for the skill.

Solution

Make sure that SSL is properly set up on the remote server hosting services.

• Didn't find what you are looking for?

Running a skill with slot logic flow fails with the "ERR_WO_001G" error

Problem

Running a skill that contains a slot logic flow in the chat of an AI assistant triggers the ERR_WO_001G error.

Cause

The input variables that are defined by the builder in the logic flow initializes with the Null value. In this case, the logic flow that is built tries to run validations with the input variables defined by the builder, but it fails because the validations are done against a NULL type.

Solution

Make sure that the input variables in the logic flow are defined before you create a specific validation for them. You can check whether the inputsChanged input variable is initialized with the input from the user and create the specific validations that the logic flow requires.

Running a skill with slot logic flow fails with timeout

Problem

Running a skill in the chat of an AI assistant triggers the error message 'ERR_WO_001G' : 'Validation failed due to timeout'.

Cause

This exception occurs in the chat of the AI assistant when you run a skill with slot logic flow that has prebuilt skills or decision skills that take more than 30 seconds to complete.

Solution

Builders must optimize their logic flows to avoid reaching the time out of 30 seconds.

Trouble logging in

Problem

You can't log in to watsonx Orchestrate or attempting to log in to watsonx Orchestrate returns the following message:

We couldn't find you.

No account is associated with these credentials. Book a demo today to start your journey with <span translate="no">watsonx Orchestrate</span> so you can do away with mundane tasks and experience the future of work!

Cause

Generally, your login issues are often caused by IBMid problems, browser caching, or lack of user access granted by the admin.

Solution

• If it's a caching issue, try in a private window, or incognito mode in your browser. If it works, Clear your browser's cache to ensure you can log in smoothly in the future.
• If you’ve never created an IBMid, create one because you can't access watsonx Orchestrate without one.
• If you already have an IBMid, check out the common IBMid troubleshooting tips on the IBMid worldwide help desk site.
• If you have an IBMid but still cannot log in, check with your admin. When an instance is created through the IBM SaaS Console, the subscription owner (default admin) must add users to the tenant before they can access it.
• Didn't find what you are looking for?

Clear your browser cache

Follow the steps given for each application to clear the cache.

Google Chrome

1. On your computer, open Chrome.
2. At the upper right, click .
3. Click Clear browsing data.
4. Choose a time range. To delete everything, select All time.
5. Check Cookies and other site data and Cached images and files.
6. Click Clear data.

Mozilla Firefox

1. At the upper right, click the menu button and select Settings.
2. Select Privacy & Security.
3. In the Cookies and Site Data section, click Clear Data….
4. Clear Cookies and Site Data checkbox.
5. Make sure to select the Cached Web Content, click Clear.

Apple Safari

1. In the Safari app on your Mac, choose History > Clear History.
2. Choose how far back you want your browsing history cleared.
3. Click Clear History.

Microsoft Edge

1. On your computer, open MS Edge.
2. At the upper right, click the Settings and More icon .
3. Click History.
4. Click the Clear browsing data icon .
5. Choose a time range. To delete everything, select All time.
6. Click Clear now.

Trouble loading a page

Problem

You've logged in, but it's taking forever for the page to load.

Cause

You might experience some delays in page loads if the number of concurrent users on watsonx Orchestrate is very high.

Solution

• Refresh the page or wait an extra 30 seconds.
• Navigate back to the home page, then return to where you were trying to get to. Sometimes your destination page might just time out.
• Didn't find what you are looking for?

Trouble connecting to a skill

Problem

You can't connect skills, nothing is happening.

Cause

Either something is not right between the skill and watsonx Orchestrate, or it's timing out.

Solution

• Ensure that you’ve used the correct credentials. Even if you have, try deleting and re-adding your credentials in case they've timed out.
• Refresh the page, or, alternatively, wait an extra 30 seconds.
• Navigate back to the home page, then return to where you were trying to get to. Sometimes your destination page might just time out.
• Didn't find what you are looking for?

Trouble running a skill

Problem

Your skills won't run.

Cause

Generally, the most common cause for skills not running is expired or incorrect credentials.

Solution

• Ensure that you’ve used the correct credentials. Even if you have, try deleting and re-adding your credentials in case they've timed out.
• Confirm that you're entering the inputs in the way that the skill expects. You can verify what skills are expecting by clicking the skill if it's an out-of-the-box skill.
• Make sure that the skills are trained well.
• Remove the skill from the Personal skill set or Team skill set and add it back before running the skill.
• Review the error description and take the necessary steps to resolve the issue.
• Didn't find what you are looking for?

Trouble importing a skill specification

Problem

Unable to import a custom skill OpenAPI specification.

Cause

Look for the property x-ibm-skill-subtype with a value private in your skill specification. The value private is a required configuration if the skill runs through a private network.

Solution

• You must configure your watsonx Orchestrate tenant to use secure tunnel. See Configuring secure tunnel for more details.
• Didn't find what you are looking for?

No results with Elasticsearch

Problem

The AI assistant does not return results when Conversational Search is configured, even if matching documents exist in the Elasticsearch database and third-party Elasticsearch clients verify them.

Cause

The Elasticsearch query returns too much data. The AI assistant cannot process the results if the response size exceeds the 512 KB system limit. Large stored documents increase the likelihood of this issue.

Solution

• Limit the number of documents that Elasticsearch returns to resolve this issue. By default, Elasticsearch returns 10 documents. Use the size parameter in the query body to reduce the number. For example, to return only five documents: "size": 5

• For instructions on configuring the query body, see Setting up Elasticsearch integration.

• Didn't find what you are looking for?