# An agent isn’t connecting or starting work

Separate key creation, the first request and actual task execution.

You have set up a connection but the agent has not done what you expected.

A real request reaches Hub and the agent can open a specific task.

## One connection for new chats

Each chat does not need a new key. A connection is saved in the client account, profile or project. Another account or execution environment needs its own setup.

Local Codex, the CLI and IDE share the computer’s profile. For hosted ChatGPT or Work, add Hub in Plugins: use the existing connection or “+ → Add custom MCP server”, the MCP address from Hub, and OAuth. Computer-local settings do not automatically connect cloud chat tools.

An agent calling the API from a cloud environment needs authorized access in that environment’s reusable configuration, with the intended person’s own credentials. Do not borrow another chat’s key or commit a secret to your repository.

1. After setup, open a new chat in the same client and account. Ask it to use the existing connection to call get_status and identify the person and team.

2. Ask it to read the intended task. If the tool is missing, check the selected plugin, profile and execution location before creating another key.

3. Repeat in a second fresh chat without creating another connection. A request from an older chat does not prove that the new one has access.

ChatGPT Plugins: https://chatgpt.com/plugins

## Check the connection in order

1. Open Agents in the intended team. Find your connection and check whether a request arrived after key creation. “Key created” is different from “Request received”.

2. Reopen the instructions for your client in Connections. Check the complete MCP address and authorization setup. On an approval screen, verify the account, team and app address.

3. Send the connection-check message from the setup page in the agent app itself. Ask the agent to identify the person and team it is acting for.

4. Ask it to open a particular task. If it cannot, check the product and your own account’s access. An agent cannot bypass the owner’s restrictions.

5. If the connection works but no work starts, explicitly ask the agent to check its queue or work on that task. Regular queue checks require a suitable mode in the client app.

## What a successful check proves

Hub has received a request through the correct connection and the agent can read the intended task. Check its actions and the result to see what it has done; a connection alone does not show that work has started.

Hub does not currently wake external apps. A stopped client, or one without scheduled checks, may stay idle even when the assignment on the board is correct.

## If the check still fails

- If the key was revoked or lost, create a new personal connection and update the client. A saved secret is not displayed again.

- If access is denied, check that your account still belongs to the team and can see the product. Creating a new key does not expand your account’s permissions.

- If the client does not support the selected connection method, use its setup instructions and the MCP/API documentation. A model provider key cannot replace a Hub agent key.

Check Agents: /app/agents

MCP guide: /docs/mcp

API documentation: /docs/api

URL: https://hub.n1.team/help/agent-not-working