# Troubleshooting (/docs/troubleshooting)

## No check appears on a PR [#no-check-appears-on-a-pr]

Check the Okae installation in your organisation's GitHub settings and confirm the repository is selected. Ask an owner to check whether the installation is suspended or needs updated permissions accepted.

Confirm service access with Okae. Installation alone doesn't activate processing. Open a new agreed PR or push a commit to an existing open PR after setup, then look for **Assess changes**.

If the result is still missing, send [hello@okae.ai](mailto:hello@okae.ai) the repository and PR URL, the commit SHA and the approximate update time. Don't send private source code, tokens or keys.

## Okae access required [#okae-access-required]

The repository owner doesn't currently have service access under the deployed access policy. Contact Okae with the organisation and repository name. Reinstalling the App or changing `okae.yml` cannot grant service access.

## A repository is missing [#a-repository-is-missing]

An organisation owner can open **Installed GitHub Apps → Okae → Configure** in GitHub and review repository selection. Verify that you're looking at the correct organisation and that the installation is active.

In real dashboard mode, repository lists come from the management API and require current organisation-owner and repository access. Check that you're signed in as an owner of the intended organisation. If the dashboard reports an access or connection error, include that error when contacting Okae.

The separate fixture preview shows fictional organisations and repositories. It doesn't verify your installation. Public dashboard hosting and verification of the hosted sign-in and installation flow are still pending; use GitHub's installation settings to check repository selection.

## Configuration error [#configuration-error]

Check the `okae.yml` on the PR's base branch, not just the proposed file on its source branch. Review the error in the check details against the [configuration reference](/docs/configuration).

Common causes are unknown keys, a string where a number or boolean is required, limits above the service ceilings, and absolute or parent-relative protected paths. The file must be a YAML mapping.

Have a person review the correction. Okae never automatically approves a PR with invalid configuration.

## Routine result without an approval [#routine-result-without-an-approval]

Shadow mode reports an assessment without submitting an approval review. Verify `enable_approvals` on the PR's base branch. The service operator's approval switch and current access checks also have to allow approval.

Check the actual GitHub reviews separately from the green check. Don't remove branch protections to make the result count.

## Processing failed [#processing-failed]

Read the check details and include its error ID, if present, when contacting Okae. A processing failure doesn't establish that the PR is routine. Continue with your normal human review process while the issue is investigated.

## Stop or remove Okae [#stop-or-remove-okae]

An authorised owner can suspend or uninstall the App in GitHub. To disable future approval reviews while retaining assessments, follow [approval mode](/docs/configuration#approval-mode). Changing configuration doesn't itself revoke approvals already on GitHub.