Troubleshooting

Symptom-by-symptom fixes: jobs stuck in queued, an empty dashboard, missing insights, blocked sign-in, and more.

Each section below is one symptom, with its causes in the order they are most worth checking. Most problems announce themselves somewhere: a banner in the dashboard, a notification in the bell, or a status in a modal. This table tells you where to look first.

A job targeting a Latchkey runner stays queued#

This is the universal symptom for anything that stops a runner from being provisioned. GitHub keeps a job in "queued" until a runner with a matching label picks it up, and when Latchkey blocks or cannot route a launch there is no error on GitHub's side; the job just waits. That means the diagnosis always happens on the Latchkey side. Triage in this order:

The dashboard shows no data#

An empty dashboard almost always means filters or timing, not lost data. Check in this order:

1. No repository selected. The filter bar drives every analytics page, and pages prompt you to pick a repository if nothing is selected. How to confirm: check the Repository selector in the filter bar at the top; if the filters are in a confusing state, Reset filters returns them to defaults.
2. Backfill still running. A newly enabled repository imports recent history first, and most teams see data within a few minutes. How to confirm: the backfill progress banner shows in the dashboard until the import completes; wait for it to clear before judging the pages.
3. No runs in the window. Backfill covers completed runs from the last 30 days, and the date-range filter must overlap actual activity. How to confirm: check the repository's recent workflow runs on GitHub; if the last run predates the backfill window, the pages stay empty until new runs happen. Widen the date-range picker before concluding data is missing.
4. App installed on the wrong org. If the GitHub App is not installed on the organization that owns the repositories, no events arrive at all. How to confirm: on GitHub, open the organization's Settings, then GitHub Apps, and check that Latchkey is listed there. Fix by installing on the right organization; see Install the GitHub App.

No AI insights are appearing#

Insight generation is automatic and event-driven; there is no button to press. The agent runs after the initial backfill of a newly monitored repository, when a workflow file changes on the analysis branch, on repeated consecutive failures, on a cost spike, and on performance degradation. So "no insights" usually means the trigger has not fired yet, or the agent is looking at a different branch than you are:

• Analysis still running or not yet triggered. Insights generate automatically after backfill completes. How to confirm: the Insights page shows a processing banner while the agent runs; give a new repository a few minutes.
• Wrong analysis branch. Analysis follows the analysis branch chosen in the Monitoring modal (the repository default branch by default); workflows that exist only on other branches are not analyzed. How to confirm: open the Monitoring modal and check the branch picker next to the repository. See Managing repositories.
• Legitimately little to say. Small or rarely run workflows can produce few recommendations; that is a finding, not a failure. Editing a workflow file retriggers analysis, so check back after your next workflow change.

Applying recommendations failed or dropped changes#

Recommendations are generated against the workflow file as it existed at analysis time. If the file has changed since (your edits, or a previously merged Latchkey PR), some recommendations no longer apply cleanly:

• Latchkey opens the PR with what still fits and lists the recommendations that need manual placement. The PR arrives titled "latchkey AI: Optimize <workflow> workflow" on a latchkey/optimize-... branch, and a success banner links you straight to it.
• If all selected recommendations were dropped, do not retry the stale set. Editing the workflow triggers a fresh analysis; wait for it to finish (the processing banner on the Insights page clears), then apply from the fresh set. See Optimization insights.

A payment failed and access is blocked#

A Past Due status means a payment failed: dashboard and API access are blocked and runner launches stop until the payment method is fixed in the Stripe portal, where payment methods, invoices (with PDFs), and subscription details are managed. If the subscription was Canceled instead, access is blocked but billing remains reachable so you can re-subscribe. Your data is retained in both cases. Statuses and their effects are listed in Managing your subscription.

I cannot use the dashboard on my phone#

That is by design for now: the dashboard is desktop-only, and mobile and tablet browsers see a blocking notice after sign-in. Notifications by email, Slack, and push, plus the weekly digest, keep you covered away from your desk.

I installed the app on my personal account#

Personal accounts are not supported. Latchkey automatically removed that installation, so there is nothing to clean up; retry onboarding and pick a GitHub organization. If you only have a personal account, create an organization first (free on GitHub) and move your repositories into it. Details in Install the GitHub App.

My trial ended and everything is blocked#

Your data is intact; the block is on access, not on storage. The dashboard is replaced by a "Your free trial has ended" screen, API access is blocked with the same message, and managed runner launches are blocked (jobs targeting latchkey-* labels stay queued on GitHub rather than erroring). Subscribe from the activation screen (or the Billing modal if you can reach it) and access, including runner launches, is restored immediately. The trial runs once per workspace, so subscribing or changing plans does not restart it. See Plans and the free trial.

Still stuck?#

The FAQ covers the quick answers. For anything else, head to Support or use Send Feedback in the dashboard sidebar; both reach the team directly.