Fix Slack and Discord problems
A connection fails, the bot is offline, or a chat command answers with a link instead of acting.
Updated Oct 14, 20263 minute read
Discord
| Symptom or message | Cause | Fix |
|---|---|---|
| Discord connection was not authorized. Try connecting again. | You declined on Discord's screen | Press Connect a server again |
| The connection did not finish. Try again. | The connection was interrupted | Press Connect a server again |
| That server is already connected to another workspace. | Another Median organization holds the server | Disconnect it there, or run /median unlink in the server with Manage Server permission |
| Bot offline on Channels → Discord, or "The Discord bot is offline. Try again when it reconnects." | Median's bot is not connected | Contact Median support |
| Pick a ticket channel first. | No Ticket channel is set | Choose one, then post the panel |
| Posting here failed. Can the bot speak in this channel? | The bot cannot post in that channel | Let the Median bot view and send messages there |
| New tickets are off. Open tickets keep working. | The tickets switch is off | Turn it on |
| This server is not connected to Median yet. Connect it from the integrations page. | /median ran in an unconnected server | Connect it from Channels → Discord |
| Median is not reachable right now. Try again. | /median could not reach Median | Try again in a minute |
| Discord integration is unavailable. Contact Median support. | Discord is not available on this deployment | Contact Median support |
Setup is in Set up Discord support.
Slack
| Symptom or message | Cause | Fix |
|---|---|---|
| Slack connection was not authorized. Try connecting again. | You declined on Slack's screen | Press Add to Slack again |
| That Slack workspace is already connected somewhere else in Median. | Another Median organization holds it | Disconnect it there, or have a Slack workspace admin run /median unlink |
| Only a workspace admin can unlink Median. | /median unlink from a non-admin | Ask a Slack workspace admin |
| A private channel is not in the Channel list | The list shows public, unarchived channels only | Pick a public channel |
| Conversation sync is disabled. | The mirror switch is off | Turn it on and pick a channel |
| The mirror stopped, and Channels → Slack offers Add to Slack again | The Median app was removed from Slack. Median notices the next time it posts | Add it again, then pick the channel again |
| Bot offline on Channels → Slack | Median's bot is not connected | Contact Median support |
| Slack integration is unavailable. Contact Median support. | Slack is not available on this deployment | Contact Median support |
Setup is in Mirror conversations into Slack.
Chat commands
| Symptom or message | Cause | Fix |
|---|---|---|
/note, /c or /t answers with a link | Your chat account is not linked | Open the link while signed in to Median and press Link account. Links expire after 15 minutes |
| This link has expired | The link is older than 15 minutes, or was already used | Message the assistant again for a new link |
/t does not appear in a Discord server | You lack Manage Messages, the server's team has no tools switched on, or the server is not connected | Grant your role /t under Server Settings → Integrations → Median, or switch a tool on under Agent → Tools |
| Your team has no tools switched on. | Slack only. No tool is switched on | Switch one on under Agent → Tools |
| "No conversation called" and the id | Slack only. The id is not in your organization's inbox | Copy the id from the thread's first post, like W-12 |
"x" is not a command. Run /c to see them. | Slack only. A typo in the /c subcommand | Run /c to see the list |
| That command is not one Median knows. Try /c again. | Discord only. A typo in the /c subcommand | Run /c again |