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GitHub sync troubleshooting guide
Wait for the popup to close after the system confirms the installation.
Location: On the Installing GitHub App — Waiting for authorization dialog box.
Symptom: An error message displays with the notification: Installation is taking too long. Try again.
Cause: The system waited 5 minutes for the GitHub App installation to complete but did not receive a confirmation. This occurs because of network issues or an idle GitHub authorization dialog box.
Resolution:
To fix the installation timeout, do the following:
If the problem persists, verify the network connection and try again.
Location: On the Installing GitHub App - Waiting for authorization dialog box.
Symptom: An error message displays with the notification: Installation failed or was cancelled. Try again.
Cause: GitHub reported an unsuccessful App installation. This occurs if a user clicks Cancel on the GitHub authorization dialog box or if an error occurs on the GitHub platform.
Resolution:
To fix the failed or cancelled installation, do the following:
Location: During migration from a Personal Access Token (PAT) and after the installation of GitHub App, on the dialog box that displays an access denied error with an Update permissions on GitHub link.
Symptom: A message displays with the notification: GitHub App doesn't have access to the repository name with a link to update permissions on GitHub.
Cause: GitHub App installed successfully but lacks access to the specific repository the site uses. This occurs in the following scenarios:
Resolution:
To fix the repository access issue, do the following:
To start over and install the app in the correct organization, click Back.
Location: On the dialog box that normally displays recent activity, a GitHub connection lost message displays instead.
Symptom: A GitHub connection lost screen lists common causes. For example, token expired, access revoked, network issues, or permissions changed.
Cause: The previously working GitHub connection stopped functioning. This indicates the following possibilities:
Resolution:
To fix the lost connection, do the following:
If reconnecting fails, verify the installed apps dialog box of the GitHub organization to confirm the Acquia GitHub App remains active and maintains access to the correct repository.
Location: On the dialog box where users choose a repository and branch name. After clicking Continue, the system returns to this dialog box with an error.
Symptom: After clicking a repository and branch name and clicking Continue, the Pushing to GitHub screen displays briefly. The system then returns to the repository/branch form with an error message. For example, Setup failed: unable to create branch. Previous selections are preserved.
Cause and Resolution:
If none of these apply, click Back to return to the connect screen and start over.
Location: In the GitHub popup that opens after clicking Connect GitHub Account or Connect a new organization.
Symptom: The popup opens to the Install [App Name] dialog box of GitHub, listing accounts and organizations. Next to one or more options, Configure displays instead of a clickable option to install. Clicking Configure navigates to the installation settings dialog box of GitHub, which does not redirect back to the site. The extension remains stuck on Installing GitHub App - Waiting for authorization.
Cause: GitHub App is already installed in that account or organization. GitHub restricts app installation to one per account or organization. This typically happens when:
Because no new installation occurs, GitHub never redirects back to Source CMS, and the extension never receives the required confirmation.
Resolution:
To fix the configuration loop, do the following:
To install the app in a different organization, click that organization from the list in the dialog box instead of closing it.
Location: On the dialog box where users choose a repository, after clicking Don't see your repository?.
Symptom: After clicking Use existing organization, the repository selection dialog box does not list the repository. Clicking Don't see your repository? results in one of the following:
Cause: GitHub App is already installed in the organization, but it was configured with Only select repositories and excludes the needed repository. Only the user who installed the app or a GitHub organization administrator can modify the repositories the app can access. If the installation was created by another user or from a different Acquia site, visibility into the installation may be restricted.
Resolution:
To fix the repository addition error, do the following:
Alternatively, if administrator access exists for a different organization that contains the repository, click Back to clear the current installation. Then click Connect GitHub Account and choose Connect a new organization to install the app in that organization.
Location: On the dialog box where users choose a repository and branch name.
Symptom: The Click Repository & Branch screen loads but excludes the repository.
Cause: GitHub App only accesses repositories explicitly granted during installation. If the user chose Only select repositories, unlisted repositories do not appear.
Resolution:
To fix the missing repository issue, do the following:
Location: On the dialog box where users choose a repository, but the listed repositories are incorrect.
Symptom: Installation completes, but the listed repositories belong to an unintended organization.
Resolution:
To fix the incorrect organization installation, do the following:
Click Back on the repository selection screen.
This action clears the current installation.
If the app was previously installed and the GitHub is already connected screen displays, choose Connect a new organization instead of Use existing organization.
If this content did not answer your questions, try searching or contacting our support team for further assistance.
If this content did not answer your questions, try searching or contacting our support team for further assistance.
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