# Troubleshooting

Check authorization and the runner label before changing workflow code.

## Job stays queued

- Confirm the GitHub App selected in the installation guide is installed and active for the repository running the workflow.
- Confirm the workflow uses the eligible Linux x64 label shown in the portal.
- Confirm the workspace has available allowance and that no other job is running.
- Check the GitHub Actions run page for the job's queue message. If Runzivo stops waiting, Runzivo records no execution charge for that local attempt. GitHub may still show the job as queued. Independently, GitHub fails a self-hosted job that remains queued for more than 24 hours. Rerun the job from GitHub only if its current state permits a rerun. Runzivo does not cancel or complete the GitHub job or its sibling jobs.

[Read the GitHub App installation guide](https://runzivo.dev/docs/github-app/)

[Review GitHub's self-hosted runner queue rules](https://docs.github.com/en/actions/reference/runners/self-hosted-runners#routing-precedence-for-self-hosted-runners)

## Runner is not eligible

A Runzivo label does not authorize a repository by itself. Check the GitHub App's selected-repository configuration in the portal, then reconnect the installation if it was recently changed.

## A job fails after it starts

Read the GitHub Actions logs first. Compare the failing command with a known run and verify any environment secret, permission, or external dependency the workflow requires. Do not include secrets in support information.

## Logs are unavailable after renaming a GitHub organization or repository

Runzivo stores the GitHub organization and repository names it receives from the GitHub App. After a rename, the job log view can show that GitHub did not return the logs, and the workspace switcher can show the old organization name. Runzivo picks up renames from GitHub. If job logs still do not load after a rename, refresh the stored repository name with the steps below. Renaming the workspace in portal Settings changes only its label in Runzivo.

- In GitHub, open the organization, then Settings, GitHub Apps, Runzivo, and Repository access.
- Remove the affected repository and save. Runzivo does not accept new jobs for that repository until you add it back.
- Add the repository back and save.
- Open the job in the portal again.

## Why was I signed out?

The customer portal ends a session after 14 days without activity, or 30 days after sign-in even if you have been active. Background refreshes in an open tab do not count as activity. A session also ends when you sign out, when the account is suspended, or when Runzivo staff sign the account out everywhere. Sign in again to continue.

When the session update shipped, every customer was signed out of the portal once. Signing in again starts a new session with the current limits.

If the portal asks you to confirm it's you, you are still signed in. It asks before sensitive actions when you have not signed in within the last 15 minutes.

[Read the sign-in and sessions guide](https://runzivo.dev/docs/sign-in/)

## CLI commands fail

See the CLI guide's own troubleshooting section for CLI-specific error messages.

[Read the rzv CLI guide](https://runzivo.dev/docs/cli/)

## Need help

Open a support ticket in the portal. Include the repository name, workflow run URL, job name, UTC time, and a redacted error excerpt. Do not send credentials or secret values.

[Open Support in the portal](https://app.runzivo.dev/support)

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