Troubleshooting

Quick fixes for the most common issues people run into in Reeva.

If something isn’t working, start here. If you’re still stuck after trying the relevant section below, email [e-mail] with the agent name (or integration name), the time the issue occurred, and a screenshot if you have one.

Sign-in

”Invalid email or password”

• Make sure caps lock is off.
• Use the same email the invite was sent to — not an alias.
• If your team uses SSO, click Sign in with SSO instead of typing a password.
• If your invite is older than 7 days, ask an admin to re-send it.

SSO loop or “user not found”

Your account exists in your identity provider but hasn’t been provisioned in Reeva yet, or your email there doesn’t match the invite. Ask an admin to re-invite you with the email your IdP uses.

Integrations

Teamcenter “Authentication failed”

• Re-check the username, password, and base URL on Settings → Integrations.
• Service account passwords sometimes expire on a different schedule than user passwords — your admin can confirm.
• If credentials are correct, your IT team may need to allow Reeva’s egress IPs through the firewall. Email [e-mail] for the current allowlist.

SAP “Authorization missing”

The service user can reach SAP but lacks the authorization object needed for the transaction Reeva is calling. The error message includes a code (e.g., M_MATE_BUK). Send it to your Basis team and ask them to grant the missing object.

Integration shows Disconnected unexpectedly

• Open the integration on Settings → Integrations and click Test connection.
• If the test fails, the credentials or endpoint may have changed. Update them and reconnect.
• If the test passes but it still shows disconnected, refresh the page. If that doesn’t fix it, contact support.

An agent that depends on a disconnected integration

Items currently being processed move to Queued in Monitor. They’ll resume automatically once the integration is reconnected. No data is lost.

Agents

Agent isn’t running

• Check the toggle in the top-right of the agent detail page is on.
• Check the trigger condition — is the trigger event actually happening? For “new item revision released” triggers, confirm a release has happened since you turned the agent on.
• Check the integrations the agent depends on are Connected.

Every item is being flagged

The confidence threshold in your decision step is probably too high for the data quality you’re working with, or the AI step’s instructions are too vague.

• Open a few flagged items in Monitor and look at the actual results — are they correct but just below threshold, or actually wrong?
• If correct: lower the confidence threshold deliberately.
• If wrong: tighten the AI step’s description so it has more specific instructions about what to extract or match.

Confidence is dropping over time

Something upstream changed — a new document format, a renamed field, a new product line, a different supplier. Open three or four flagged items to spot the pattern, then update the agent’s AI step description.

Agent is slow

• Most slowness comes from one specific step. Open the agent and look at recent runs — the step editor shows which step is taking the longest.
• For action steps that talk to Teamcenter or SAP, the bottleneck is often on the source system itself, not Reeva.

Monitor

A row is stuck in Queued

The agent’s trigger fired, but a downstream step is waiting on something — usually a disconnected integration or a slow upstream system. Once the dependency comes back, the queue drains automatically.

A flagged item won’t approve

You don’t have the role required to approve. Ask an Admin or Product Manager to approve, or have an admin change your role on Settings → Users & Roles.

Export is empty

Exports respect the current filter. Clear all filters and try again, or check that the date range you’re filtering on actually contains items.

Still stuck?

Email [e-mail]. Include:

• What you were trying to do
• What you saw instead (screenshot if possible)
• Agent name or integration name
• Approximate time the issue occurred (with timezone)

See Support for hours and response times.