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Troubleshooting
The messages you are most likely to see in Kumo.io, what each one means, and how to fix it. Find the message you saw, or the error code if you use the API.
Logging in
| You see | What it means | What to do |
|---|---|---|
| Invalid email or password. | The email or password is wrong. | Check both, or choose Forgot Password? to get a reset link by email. |
| Your email address is not confirmed yet. | You haven't followed the verification link Kumo.io emailed when you signed up. | Follow the link in that email, or choose Send a new verification link and follow the new one. |
| This verification link is invalid, expired, or already used. | Verification links last 24 hours and work once. | Log in and choose Send a new verification link. |
| This reset link is invalid, expired, or already used. | Password reset links last 24 hours and work once. | Choose Forgot Password? again. |
| Invalid or expired code. | The two-factor code was wrong or out of date, or has already been used. | Enter the current code from your authenticator app, or use one of your recovery codes. |
| too many failed sign-in attempts; try again later | 10 failed logins within 15 minutes lock login for 15 minutes. | Wait 15 minutes, then try again, or reset your password. |
| Please complete the verification challenge. | The anti-bot check on the form wasn't completed. | Complete the challenge, then submit again. |
| Session Expired | Your login session ended. | Choose Log In and log in again. |
Lost your authenticator app? Enter one of your recovery codes where Kumo.io asks for the code. Each recovery code works once. See How do I protect my account?
Invitations (self-hosted)
Invite links last 7 days and work once. If signing up from an invite says Sign-up failed. Try again., the link has probably expired or already been used: ask the person who invited you for a new one.
Creating a workspace (kumo.io)
If workspace setup stops at Workspace Not Created:
| Message | What to do |
|---|---|
| Someone else took this address first. | Choose Choose another address and pick a different address. |
| This address cannot be used. | The address is reserved or not allowed. Pick a different one. |
| There is no room for new workspaces in that data location right now. | Create the workspace again with Data Location set to United States. See data location. |
| Your workspace could not be created. | Choose Try Again. If it fails again, try later. |
Setup usually takes about a minute. If it says "This is taking longer than usual", you can leave the page: the workspace appears on your account when it is ready.
Syncs
A sync failed or was partial
A sync run that failed, or where some sources were rejected, says so at the top of its page: "Most rejections are credential or permission problems — check the sync log below for the failing source, then review its Credential." Open the sync log, find the failing source, and check its credential.
Credential Health
Before a sync, Kumo.io checks each credential. Its Credential Health panel shows one of these states:
| State | Meaning | What to do |
|---|---|---|
| healthy | The credential works. | Nothing. |
| degraded | The credential works, but the provider is throttling Kumo.io, or some optional coverage is missing. Syncs still run. | Usually nothing; check the findings if data looks incomplete. |
| blocked | Authentication failed, the credential belongs to a different account than expected, or Kumo.io can't list something it needs. Syncs from this credential are blocked. | Follow the steps in the panel's Findings, then sync again. |
| unknown | Kumo.io couldn't reach the provider to check. Syncs are blocked until it can. | Try again later. If it persists, check network access to the provider. |
See credential health for each provider's fixes.
AWS_ORGANIZATIONS_ACCESS_DENIED
Kumo.io couldn't read your AWS Organization. Organizations calls succeed only from the organization's management account. Connect the organization with a credential in the management account, or connect member accounts individually. See Connect AWS.
"Your plan syncs at most once per N min; retry in Ns."
Your plan sets a minimum time between syncs, and the last one was too recent. Wait the time shown. The app shows this under Rate Limited. See plans and limits.
"already has an active WorkspaceSyncRun"
A workspace runs one sync at a time. Wait for the current sync to finish, or cancel it, then start again.
Plans and limits
| You see | What it means | What to do |
|---|---|---|
| Rate Limited with "hard limit reached for …" | You've reached a plan limit, such as connected sources or users (API code QUOTA_EXCEEDED). | Free capacity or move to a larger plan. Monthly limits reset at the start of the month. |
| Rate Limited with "Too many requests" | Too many requests in a short time. | Wait a minute and try again. |
| Read-Only, or "read-only until your trial or subscription is renewed" | Your trial or subscription ended, so the account or installation is read-only (API code LICENSE_DENIED, license_read_only). | Renew from Billing. Viewing and exports keep working meanwhile. |
| Upgrade Required, or "isn't included in your current plan" | Your plan doesn't include this feature (API code FEATURE_NOT_ENTITLED). | Choose View Plans, or ask an account owner to upgrade. |
| Parts of a diagram are blurred, with a watermark | During a trial, and while read-only after one, diagrams are partly hidden until you subscribe. | See trials. |
Self-hosted installations
| You see | What it means | What to do |
|---|---|---|
| Connect this installation | The installation isn't connected to a Kumo.io account and has no licence. | Connect it to your Kumo.io account (this starts your 14-day evaluation), or install a licence. |
| Your trial has ended | The evaluation has ended and the installation holds no licence. | Buy or assign a licence in your Kumo.io account, then choose I've done this — reload. See licences and installations. |
| Suspended by Kumo.io. Contact support. (in your Kumo.io account) | Kumo.io has suspended the installation. | Contact support. |
For what to send when something breaks, see What do I send support?
API errors
Every API error has a code, a message, a status and usually a requestId. The full list of codes is in What do responses, pages and errors look like? For 401 and 403, see How do I authenticate to the API?
Contacting support
Every page in your Kumo.io account at https://account.kumo.io has a Support link in the footer, and a Status link that shows whether Kumo.io is having problems. When you contact support, include:
- what you were doing and the exact message you saw,
- the Request ID from the error page or the API error, if there is one,
- your account ID (in your Kumo.io account under Technical details, or in your workspace's Settings → Profile & Security).