Fix a connection problem
Start with the actual failed step. Ask your agent to preserve the error message and explain what it will retry. Reinstalling everything or changing agents rarely fixes an account or service error.
The agent cannot reach Egbe
Section titled “The agent cannot reach Egbe”Open Trouble connecting? beneath the connection instructions in Dashboard. It shows the hostname to allow in your environment’s network settings. Use that hostname rather than sharing the project key.
An error such as CONNECT tunnel failed, connect_rejected, or helper status 000 means no Egbe response arrived. Check network access before replacing credentials. Access through a browser does not prove that the agent’s shell can reach the API.
In Claude environments, the relevant controls may be under Settings → Capabilities, including code execution and network egress. A Team or Enterprise administrator may need to allow the host. Cowork on those plans may require a new conversation after network changes. Use the current environment recovery guide if the controls differ.
Files or commands are blocked
Section titled “Files or commands are blocked”A protected skill directory or untrusted folder needs the environment’s normal approval or project-trust flow. Ask the agent to identify the exact operation. Moving credentials elsewhere or changing filesystem permissions does not resolve a sandbox policy.
If there is no persistent project folder, use the introduction and handoff. You can continue discussing the business while preparing a supported workspace.
Egbe returns an error
Section titled “Egbe returns an error”| Observation | What to check |
|---|---|
| Authentication rejected | The project-local credential, its current validity and the selected business. Never paste the key into a support report. |
| Project identity differs | Stop project actions and reconnect to the intended business. |
| Permission or allowance denied | Read the returned message and current limits. A capability may exist but be unavailable to this project. |
| Service or provider failure | Follow that capability’s recovery instructions; check uncertain writes before retrying. |
The installed request helper reports request_id, route, status and catalog release. Include that request ID in a support request. Its diagnostic line appears on successful calls too.
Only part of setup works
Section titled “Only part of setup works”Installed skills may need native discovery activation. Logging needs both activation and confirmed delivery. A recurring job needs a working scheduler and destination. Keep each status separate; a missing collector or scheduler does not prevent manual product work.
For a persistent blocker, ask your agent to use the Egbe support instructions, including the attempted action, redacted error and request ID. Describe what remains usable and the precise step needed to resume.