--- title: How to troubleshoot connector actions slug: troubleshotting/how-to-troubleshoot-connector-actions createdAt: 2026-11-10T14:16:11.513Z --- Use this topic when a **connector action** fails in a playbook run, returns unexpected data, or worked previously and now fails after a configuration or connector update. Follow these steps to validate the asset, test the action, read error details, confirm connector version, rule out TLS issues, and compare results to the third-party API. *** ## Choose your path | Goal | Where to go | | --------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- | | Confirm credentials and endpoint before running playbooks | [Test connector assets](https://docs.swimlane.com/turbine-user-guide/test-connector-assets) — **Test Connection** | | Debug one action with sample inputs | [Discovered Outputs and Testing](https://docs.swimlane.com/turbine-user-guide/discovered-outputs-and-testing) — **Test** tab on the action | | Debug a full playbook test run | [Test Console](https://docs.swimlane.com/test-console) — **Runs** tab | | Check whether a newer connector is available | [Library](https://docs.swimlane.com/turbine-user-guide/library) / **ORCHESTRATION > Connectors** | | Connector-specific auth and parameters | Connector configuration on [docs.swimlane.com/connectors](https://docs.swimlane.com/connectors/solarwinds-service-desk) (search by connector name) | | Follow the full troubleshooting sequence | Continue with this topic | *** ## Prerequisites | Requirement | Details | | ------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Permissions | Ability to edit the playbook and the connector **asset** used by the failing action. To use **Test Connection**, your role may need **Assets → Test** (see [Test connector assets](https://docs.swimlane.com/turbine-user-guide/test-connector-assets)). | | Asset | A connector-backed asset (not a custom key asset) selected on the failing action. | | Vendor access | For advanced checks, ability to call the vendor API from Postman or curl using the vendor’s documentation (same network path as production, if possible). | *** ## Overview: where failures usually occur Connector actions call an external system through Swimlane Turbine. A failure is usually in one of these areas: | Area | What you might see | | -------------------------- | --------------------------------------------------------------------------- | | **Asset configuration** | Test Connection fails; wrong URL, token, or OAuth settings | | **Action inputs** | Test action fails with validation or HTTP 400 from the vendor | | **Third-party API** | Error status codes and messages in action **Error** outputs | | **Connector version** | Behavior changed after an update; **Update available** on the connector | | **TLS / SSL** | Certificate or handshake errors (common with private CAs or TLS inspection) | | **Playbook orchestration** | Run cancelled, timeout, or failure before the connector step runs | Start with the asset and a single action test before reviewing an entire playbook run. *** ## Step 1 — Validate the connector asset Connection testing checks credentials, base URL, and related asset parameters **without** running the full playbook. 1. Navigate to **ORCHESTRATION > Assets**. 2. Open the asset used by the failing action in **Edit Asset** mode. 3. On the **Configuration** tab, review parameters (URL, tokens, OAuth, proxy settings if applicable). 4. Click **Test Connection**. 5. Wait for the result. | Result | Next step | | ----------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Test was successful** | Continue to [Step 2 — Test the connector action](#step-2--test-the-connector-action). | | **Test was failed** | On the **History** tab, open **View** in **Details** for the failed test and note the diagnostic message. Fix asset configuration or see [Common symptoms](#common-symptoms-and-fixes). | :::BlockQuote **Note:** **Test Connection** is not available for all asset types. Custom assets do not support connection testing. Some connectors require a supported test action in the connector manifest. See [Test connector assets — When a connector does not support testing](https://docs.swimlane.com/turbine-user-guide/test-connector-assets). Connection testing is different from **View & Test** on the asset **Usage** tab: Usage runs a specific playbook action; Configuration **Test Connection** validates the asset only. ::: *** ## Step 2 — Test the connector action Testing one action isolates playbook logic from a single API call. 1. Open the playbook in the canvas. 2. Select the failing **connector action** and click **Configure**. 3. Open the **Test** tab. 4. Enter **test inputs** (or use **From Previous Run** if available). 5. Confirm the correct **asset** is selected on the action. 6. Click **Test**. 7. Review the **Result** pane and the **Discovered Outputs** tab. ### Read error details HTTP native actions, script actions, and **connectors** expose a base **Error** output when a test or run fails. Use it to see status codes and messages from the vendor or connector. Example expressions (replace `MyConnectorAction` with your action name): ```text $actions.MyConnectorAction.result.error.errorMessage $actions.MyConnectorAction.result.error.statusCode ``` For more examples, see [Discovered Outputs and Testing — Error outputs](https://docs.swimlane.com/turbine-user-guide/discovered-outputs-and-testing). | Test result | Next step | | ------------------------------------------ | --------------------------------------------------------------------------------------------------------------------- | | Test **succeeds**, run **fails** | Compare test inputs vs production inputs (Step 6). Review the failed **playbook run** (Step 3). | | Test **fails** with auth errors (401/403) | Fix asset credentials; confirm permissions in the vendor admin console and in the connector doc on docs.swimlane.com. | | Test **fails** with TLS/certificate errors | See [Step 5 — TLS and SSL](#step-5--tls-and-ssl). | *** ## Step 3 — Review the playbook run When the failure appears only during a full run: 1. Open the playbook and start or locate the run (**Test Console** or production runs, depending on your workflow). 2. Open the **Runs** tab (Test Console) or the run details view for the failed execution. 3. Expand the step with **Fail** status. 4. Copy the **Message**, **Error**, and any nested JSON shown for that step. 5. Note the **run ID** and time (UTC if sharing with Support). To re-test with the same data, use **Run again** on a previous test run. See [Test Console — Re-running tests](https://docs.swimlane.com/test-console). :::BlockQuote **Note:** A run may show **Fail** because it was **cancelled** from the Test Console. The error text is typically `Playbook run cancelled`. ::: *** ## Step 4 — Confirm connector version and updates A recent connector publish can change inputs, defaults, or API behavior. 1. Navigate to **ORCHESTRATION > Connectors** (or open **Swimlane Content** / **Library** from the admin experience your tenant uses). 2. Locate the connector by name. 3. Note the **installed version**. 4. If **Update available** appears, open the connector in Swimlane Content and review release notes before updating. 5. Compare with the connector’s configuration article on docs.swimlane.com (`https://docs.swimlane.com/connectors/`). After updating a connector, if playbook runs behave unexpectedly, remove old connector actions from the canvas and add the action again from the updated connector so the action definition matches the new version. See [Connectors — update available](https://docs.swimlane.com/turbine/orchestration/connectors_classic.htm). | Situation | What to do | | ------------------------------------------------- | ---------------------------------------------------------------------------------------------------- | | Update available; issue started after upgrade | Review release notes; retest **Test Connection** and action **Test**; refresh actions on the canvas. | | No update; issue started without connector change | Focus on asset credentials, vendor outage, or input mapping (Steps 1–2 and 6). | | Unsure which version is installed | Record version from **Connectors** and include it when contacting Support. | *** ## Step 5 — TLS and SSL Certificate problems often appear as handshake failures, `UNABLE_TO_VERIFY_LEAF_SIGNATURE`, expired certificate messages, or errors mentioning **self-signed** certificates. ### Connector assets 1. Confirm the asset **base URL** uses the correct scheme (`https` vs `http`) and hostname. 2. Run **Test Connection** (Step 1). 3. If your organization uses a **private CA** or **TLS inspection**, work with your network team so Turbine can trust the certificate chain presented to the connector (your deployment documentation or Support can advise for your hosting model). ### HTTP Request native actions If you use an **HTTP Request** action (not a marketplace connector) against the same API: 1. Open the action **Configure** panel. 2. Open request **Settings**. 3. Review **Verify SSL** (certificate verification). It is **on** by default. Use **Verify SSL** off only as a **temporary** test to confirm a certificate-trust issue—not as a permanent production setting. *** ## Step 6 — Compare test inputs and production behavior Action **Test** uses the inputs on the **Test** tab. A playbook run uses live trigger data, variables, and expressions. | Check | Why it matters | | ----------------------------------- | ------------------------------------------------------------------------------------------------------------------- | | Required fields empty in the run | Vendor returns 400-series errors that look like connector failures | | Wrong asset (staging vs production) | Same action title but different credentials | | Expressions and JSONata | Typo or null reference changes the payload sent to the vendor | | Timeouts | Large responses or slow vendor APIs may timeout in Swimlane while a manual Postman call succeeds with a longer wait | Re-run the action test with inputs copied from the failed run when possible. *** ## Step 7 — Validate the third-party API (Postman or curl) This step shows whether the vendor accepts the same request **outside** Swimlane. 1. From the failed action test or run output, note HTTP method, path, headers (excluding secrets), and body structure. 2. Open the **vendor’s official API documentation** (not only the Swimlane connector page). 3. In Postman or curl, send the equivalent request using the same credentials as the asset. 4. Compare **status code** and **response body** to the action **Error** output. | Postman / curl | Swimlane action | Likely conclusion | | -------------- | --------------- | ------------------------------------------------------------------------------------------------------------------ | | Fails | Fails | Credentials, vendor issue, or incorrect request for the API | | Succeeds | Fails | Asset mapping, action inputs, connector version, or Swimlane configuration—gather run ID and open a Support ticket | | Succeeds | Succeeds | Intermittent or data-specific—capture a failing run ID and timestamp | :::BlockQuote **Important:** Do not paste live API keys, passwords, or personal data into public tickets or screenshots. Redact secrets before sharing with Support. ::: *** ## Common symptoms and fixes | Symptom | Things to try | | ------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **401 Unauthorized** / **403 Forbidden** | Rotate and re-enter token; confirm API roles/scopes in vendor console; read **Troubleshooting tips** on the connector’s docs.swimlane.com page | | **Certificate** or **SSL** errors | Step 5; confirm corporate proxy or TLS inspection | | **Test Connection** succeeds, action fails | Wrong action inputs; missing path/query parameters; Step 6 | | **Update available** on connector | Step 4; refresh actions on canvas after update | | **Timeout** | Reduce payload size; split work across actions; confirm vendor SLA | | **429** / rate limit | Slow playbook; add delay; reduce parallel runs | | **Test Connection** disabled | Connector may not support testing—use action **Test** tab instead; see [Test connector assets](https://docs.swimlane.com/turbine-user-guide/test-connector-assets) | *** ## When to contact Swimlane Support Open a ticket when Steps 1–7 point to a platform issue, or when you need help after ruling out asset and vendor causes. Include: | Item | Example | | ------------------------------ | ---------------------------------------------------------------------------------- | | Tenant URL / region | `https://us1.swimlane.app` (or your vanity URL) | | Playbook name | | | **Run ID** | UUID from the failed run | | Connector name and **version** | From **ORCHESTRATION > Connectors** | | Asset name | Used on the failing action | | Action name | As shown on the canvas | | Error text | From run details or `$actions...result.error` | | Timestamps | When the failure occurred (include timezone) | | Postman retest | Same request **succeeds** / **fails** outside Swimlane (no secrets in attachments) | Attach screenshots of the failed run step and action test **Error** output with sensitive fields redacted. *** ## See also - [Test connector assets](https://docs.swimlane.com/turbine-user-guide/test-connector-assets) - [Discovered Outputs and Testing](https://docs.swimlane.com/turbine-user-guide/discovered-outputs-and-testing) - [Outputs](https://docs.swimlane.com/outputs) - [Test Console](https://docs.swimlane.com/test-console) - [Library](https://docs.swimlane.com/turbine-user-guide/library) - [Turbine connectors (user guide)](https://docs.swimlane.com/turbine-user-guide/turbine-connectors) - Connector catalog: `https://docs.swimlane.com/connectors/` (search for your integration)