Troubleshooting

Start with the state shown in Settings → Guided platform setup. A successful OAuth connection proves account authorization; it does not prove that events are arriving or that moderation actions are permitted.

API is offline

1. Confirm the API service is running and bound to the expected host and port.
2. Verify the console API origin exactly matches the service origin.
3. Confirm that browser requests originate from an entry in SENTRIQ_ALLOWED_ORIGINS.
4. Check /health before debugging any provider.

The operational console keeps the last real snapshot and labels it stale. It does not replace an outage with sample moderation data.

Authorization expired

Reconnect the affected provider. If the grant has a refresh token, Sentriq refreshes it server-side. A provider that does not return a refresh token may require the moderator to authorize again after expiry.

Do not paste tokens into the browser console or documentation screenshots.

Intake not activated

OAuth is connected, but Twitch or Kick has no tenant-bound event subscription.

• Twitch: enter the broadcaster user ID and choose Activate Twitch intake. The connected account becomes the user_id reader; it can moderate a different broadcaster when the provider permissions allow it.
• Kick: configure the application webhook URL, then choose Activate Kick intake. Sentriq creates or reuses chat and gift subscriptions and binds each returned subscription ID to the workspace.
• YouTube: choose Find broadcasts, select the active broadcast, then start intake.

Automatic subscription setup requires SENTRIQ_WEBHOOK_BASE_URL to be the public HTTPS origin of the API.

Connected, waiting for events

The source is configured but no recent event has reached this workspace.

1. Send a harmless message from a different account in the live channel.
2. Confirm the provider subscription is enabled rather than pending or revoked.
3. Confirm the public callback reaches the API over HTTPS.
4. Compare the provider’s delivery log with Sentriq’s service log using event IDs, never token values.

Missing action permission

Reconnect with the documented scopes and confirm the connected user is permitted to moderate the selected channel. Reading chat and deleting or timing out a user are separate provider capabilities.

Action failed or outcome is unknown

Do not repeatedly click the action. A timeout can occur after the provider has already applied it.

• Failed means the provider returned a definite failure and the job may be retryable or permanent.
• Unknown means Sentriq cannot prove whether the provider applied the request. Verify on the platform before retrying a destructive action.
• Confirmed means the provider returned a successful result and Sentriq recorded the receipt.

TikTok companion sends nothing

Confirm the page is an exact supported TikTok LIVE host and that visible message, author, and chat-container selectors are configured. The companion intentionally fails closed when it cannot identify a distinct author and message. Query strings, fragments, cookies, and session material are not submitted.

A harmless message was flagged

Dismiss the case with a short reason and add the example to the local regression corpus. Broad semantic patterns should remain review-first until measured against representative community language, quotations, negation, reports of abuse, and obfuscated text.

Still unresolved

Capture the connection state, platform, event or action receipt ID, Sentriq version, and a redacted timestamp. Exclude chat secrets, OAuth material, cookies, passwords, and personally identifying evidence not needed to reproduce the issue.