# Troubleshooting

#### **A. Installation & Setup**

| Symptom                                       | Likely Cause                           | Resolution                                                               |
| --------------------------------------------- | -------------------------------------- | ------------------------------------------------------------------------ |
| App not appearing under *Installed Apps*      | Marketplace approval not yet granted   | Confirm with your MadConnect representative that listing has been shared |
| Installation failed during warehouse creation | Warehouse name conflict or permissions | Ensure no existing `MAD_CONNECT_WH`; retry as ACCOUNTADMIN               |
| Setup\_Guide buttons not responding           | Snowflake UI caching                   | Refresh browser or relaunch the app from *Installed Apps*                |

***

#### **B. Activation & Login**

| Symptom                         | Likely Cause                           | Resolution                                                          |
| ------------------------------- | -------------------------------------- | ------------------------------------------------------------------- |
| “Access denied” when launching  | Missing ACCOUNTADMIN role              | Switch role to ACCOUNTADMIN before launch                           |
| Login email never received      | Invite not sent or spam filtering      | Ask your MadConnect contact to resend the invite; check spam folder |
| PIN not arriving during sign-in | Email delivery delay                   | Wait 1–2 minutes or request a new PIN                               |
| Login link expired              | Delay between invite and login attempt | Ask MadConnect support to reissue the invitation                    |

***

#### **C. Network Access Verification**

<table><thead><tr><th width="191.98046875">Symptom</th><th width="201.71875">Likely Cause</th><th>Resolution</th></tr></thead><tbody><tr><td>Verification fails or times out</td><td>Network Integration not created properly</td><td>Re-run provided script in Worksheet; ensure output <code>{ 'SET_EXTERNAL_INTEGRATION': 'True' }</code></td></tr><tr><td>Snowflake worksheet errors during script execution</td><td>Missing ACCOUNTADMIN privileges</td><td>Switch role and re-run script</td></tr><tr><td>Verify button grayed out</td><td>Script output not yet validated</td><td>Refresh browser, re-run verification</td></tr></tbody></table>

***

#### **D. Post-Setup Operations**

<table><thead><tr><th>Symptom</th><th width="248.8828125">Likely Cause</th><th>Resolution</th></tr></thead><tbody><tr><td>Connections failing to validate</td><td>Old service objects or role mismatch</td><td>Recreate connection; confirm correct user/role grants</td></tr><tr><td>Scheduled jobs not running</td><td>EXECUTE TASK not granted or schedules cleared during update</td><td>Re-grant EXECUTE TASK, re-enable scheduling</td></tr><tr><td>Connector secrets missing after update</td><td>Reinstall resets stored secrets</td><td>Re-enter credentials in each connector setup</td></tr></tbody></table>

***

#### **E. Update & Uninstallation**

| Symptom                                      | Likely Cause              | Resolution                                                           |
| -------------------------------------------- | ------------------------- | -------------------------------------------------------------------- |
| Reinstall fails with duplicate object errors | Old resources not revoked | Manually remove grants except BIND SERVICE ENDPOINT and EXECUTE TASK |
| After reinstall, app URL changed             | Expected behavior         | Use the new URL generated after reinstall                            |

***

#### **F. General Support**

| Topic                                         | Contact                                      | Response Target        |
| --------------------------------------------- | -------------------------------------------- | ---------------------- |
| Marketplace Access / App Approval             | MadConnect Support                           | Within 24 hours        |
| Technical Errors / Snowflake Privilege Issues | MadConnect Support (<support@madconnect.ai>) | <24 business hours     |
| Account Invites / Billing                     | MadConnect Admin                             | Within 2 business days |


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