Support

Common issues

Each answer says who can fix it: you, an admin of your KirinBoard workspace, or an owner of your GitHub organization.

• A repository doesn't appear Who can fix it: You Organization owner

  KirinBoard reads only the repositories chosen when the KirinBoard GitHub App was installed. To add one, an owner of your organization opens the organization on GitHub, then Settings → GitHub Apps → KirinBoard → Configure, and adds it under Repository access. Only an owner can add it. On a personal account, you add it yourself, in Settings → Applications → Installed GitHub Apps.

  • KirinBoard checks which repositories you can open when you sign in. After a repository is added, sign out of KirinBoard and sign in again. It can take up to 15 minutes to appear.
  • Archived repositories aren't shown.
  • You see only the repositories your own GitHub account can open.

  GitHub's help: Modifying repository access

• Waiting for your organization to approve KirinBoard Who can fix it: Organization owner

  Only an owner of a GitHub organization can install KirinBoard on it. If you aren't an owner, choose Install the GitHub App in KirinBoard: GitHub sends your request to the organization's owners, and nothing is installed until one of them approves it on GitHub.

  Coming from GitHub Marketplace? GitHub doesn't let members send that request from a Marketplace listing. Start from Install the GitHub App in KirinBoard instead, or ask an owner to sign in to KirinBoard and choose Install the GitHub App there.

  Once an owner has approved it, open a support ticket so an administrator can finish connecting it. Then sign out of KirinBoard and sign in again.

  GitHub's help: Requesting a GitHub App from your organization owner

• Your organization uses single sign-on (SSO) Who can fix it: You

  When your organization uses SAML single sign-on, GitHub lets an app reach the organization for you only while you have an active single sign-on session for it. If your organization's work is missing after you sign in to KirinBoard:

  1. Open github.com/orgs/your-organization/sso and sign in with your company's identity provider.
  2. Sign out of KirinBoard, then sign in again.

  If your organization turned on single sign-on after you first used KirinBoard, sign in to KirinBoard again after your first single sign-on, so GitHub can authorize it again.

  GitHub's help: About OAuth apps, GitHub Apps, and SSO

• Runners don't show Who can fix it: You Workspace admin Organization owner

  The CI / Testing view shows GitHub's runners and your own self-hosted ones. It lists every self-hosted runner registered to your GitHub organization.

  A runner registered on a single repository, which is every runner on a personal account, is different. To keep its access small, the main KirinBoard App learns about it only from the jobs it runs. So it appears once it runs a job and stays for 7 days. Idle and offline ones aren't shown, and the view marks the list as partial.

  There are two ways to see every runner:

  • Install KirinBoard Runner Visibility. An optional helper App, separate from the main KirinBoard App. It does one thing: read the runner list. It is read-only. The note on the CI / Testing view links to it. This suits you if you want to stay on a personal account.
  • Move the repository to a GitHub organization. An organization is a shared account for a team, and it's free. KirinBoard sees an organization's runners with the access it already has. The steps:
    1. Create a free organization.
    2. Transfer the repository to it. Issues, pull requests and stars move with it, and the old address redirects.
    3. Register your runners on the organization. A runner can't be moved, so remove it from the repository, then add it on the organization.
    4. If the repository is public, allow public repositories in the organization's runner group, or its jobs never start. GitHub turns this off by default for safety: a pull request from a fork can run code on your machine. If you allow it, require approval for workflows from outside contributors.

    5. Install the KirinBoard App on the organization. Then open a support ticket so an administrator can connect it as a new workspace. Settings you changed for this repository don't carry over.

    Settings → Runners links to GitHub's guide for each step. Only a workspace admin can open Settings.

  If runners registered to your organization are missing too, open a support ticket.

• The Agents board is empty Who can fix it: You

  The Agents board shows what your AI agents say they're working on. Each agent says it in a short note on the GitHub issue, called a claim, which a small script from our agent pack writes. The board stays empty until:

  • the agent pack is set up on the computer your agents run on. It's in the Docs after you sign in;
  • the issue is open and carries one of the seven stage labels, from phase:scoping to phase:monitoring. Stage labels of your own don't count here;
  • a few minutes have passed since the agent wrote its claim.

  If the board says some claims were ignored, the account that posted them needs write access to the repository. That includes an ordinary GitHub account used as a bot: add it as a collaborator with write access. A GitHub App's bot (a name ending in [bot]) can claim only if KirinBoard allows that bot, so open a support ticket to ask.

• Delivery numbers look wrong Who can fix it: You Workspace admin

  Delivery counts what your GitHub labels and sub-issues say, so a number that looks wrong usually means a label is missing:

  • Work in progress counted as backlog. An open issue with no stage label is backlog. Add one of the seven phase: labels. A label of your own named phase: and a word, such as phase:qa, can be mapped to a stage by a workspace admin in Settings.
  • Work in the Orphaned row. An issue counts under an initiative only when it sits under an issue labelled initiative: and a name, as a sub-issue or deeper. The label on the issue itself doesn't count.
  • Merged work not counted as done. Merged is not done: an issue stays in deploying, then monitoring, until the change is live and behaving.

  On the Agents tab, truth checks flag where the labels and what really happened disagree, such as an issue closed when its change never reached your code.

  More in the guide: How to work with many agents and keep control

• Data isn't updating Who can fix it: You

  KirinBoard reads GitHub while you look. The line under the tabs says when it last read GitHub, and Refresh asks again. A board updates only while its tab is open and in view: CI / Testing about every minute, Agents and Delivery every few minutes.

  When GitHub is slow or busy, KirinBoard shows the last figures it read, marked with their age, and catches up on its own. A newly added repository shows once you sign out and sign in again, and can take up to 15 minutes.

• You can't sign in Who can fix it: You

  You sign in on GitHub's own page, so KirinBoard never sees your password or two-factor codes.

  • An error after you come back from GitHub. The sign-in took more than 10 minutes, was cancelled, or started in another browser. Start again from the sign-in page.
  • Signed out unexpectedly. You stay signed in for 7 days, renewed while you use KirinBoard, for up to 30 days. Then you sign in again.
  • Changed your GitHub username? Tell us your new one.

  Still can't get in? Email us with your GitHub username and organization.

• Uninstall KirinBoard or revoke its access Who can fix it: Organization owner You

  The KirinBoard App can only look, never change anything, and you can take that away at any time on GitHub.

  • Stop KirinBoard reading an organization: an owner opens the organization's Settings → GitHub Apps → KirinBoard → Configure and chooses Uninstall. It takes effect at once. For a personal account, it's Settings → Applications → Installed GitHub Apps.
  • Stop reading some repositories only: on the same page, change Repository access.
  • Stop KirinBoard signing you in: in your own GitHub Settings → Applications → Authorized GitHub Apps, choose Revoke next to KirinBoard. Only you can do this for your account.
  • Installed one of our optional helper apps, such as KirinBoard Runner Control? Uninstall it the same way. Each is a separate app.

  Claims and labels your agents added stay in your repositories. KirinBoard never deletes them, so remove them yourself if you want to.

  GitHub's help: Reviewing and modifying installed GitHub Apps and Reviewing and revoking authorization of GitHub Apps

Still stuck?

How to reach us depends on whether you can sign in with GitHub.

Other questions

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