Troubleshooting & FAQ

Find solutions to common issues and answers to frequently asked questions about the Lumen NaaS Portal.

Circuits

Automations

Notifications

API Issues

Account

Billing

Circuit Issues

Circuit shows "Error" or won't connect

Possible causes:

Invalid Circuit ID - verify the exact ID from Lumen

Expired or invalid API token

Token doesn't have permissions for this circuit

Network connectivity issues to Lumen API

Solutions:

Double-check your Circuit ID matches exactly (including case)

Edit the circuit and re-enter your API token

Contact Lumen support to verify token permissions

Check the Events page for specific error messages

Bandwidth display not updating

Check these items:

Is a manual override active? (Lock icon will be filled)

Is the automation enabled? (Power icon should be green)

Check Events page for execution errors

Verify the schedule or trigger conditions are met

If bandwidth changed but display is stale:

Wait 5 seconds for auto-refresh, or refresh the page

Check browser console for JavaScript errors

Cannot delete a circuit

Possible causes:

Network error during deletion

Session expired - you need to log in again

An automation is actively executing on this circuit

Solutions:

Refresh the page and try again

Disable all automations using this circuit first

Wait for any active executions to complete

Manual override won't clear

Steps to clear:

Click the lock icon on the circuit card

In the modal, click "Clear Override"

Wait for confirmation

If the button doesn't respond, refresh the page and try again.

Automation Issues

Automation not triggering

Checklist:

Is the automation enabled? (Toggle the power icon)

Are the trigger conditions correctly configured?

For schedules: Is the timezone correct?

For schedules: Are the correct days selected?

For monitors: Is the host reachable from our servers?

For webhooks: Is the webhook URL correct?

Debugging steps:

Check the Events page for any execution attempts

Try manually triggering the automation (play button)

Verify circuit is registered and accessible

Action skipped due to priority

This occurs when another automation with higher priority is controlling the circuit.

To resolve:

Go to the circuit's Priority List (list icon)

See which automation currently has control (check mark)

Wait for that automation to release control, OR

Adjust priorities by dragging automations to reorder

Higher priority (top of list) automations always take precedence.

Schedule trigger not working at correct time

Common causes:

Incorrect timezone selected

Daylight saving time adjustment

Start time is after end time (spans midnight)

Solutions:

Edit the automation and verify the timezone matches your location

Check your system timezone vs. the automation timezone

For overnight schedules, ensure start time < end time

Monitor trigger showing false positives/negatives

Adjust these settings:

Retries: Increase to 3-5 to avoid transient failures

Timeout: Increase if host responds slowly (try 10-15 seconds)

Host: Ensure the IP/hostname is correct and pingable

Our monitoring runs from our server infrastructure. The host must be reachable from the internet.

Cannot save automation - validation error

Check these fields:

Automation name is required and non-empty

Trigger configuration is complete (all required fields filled)

At least one circuit is selected in the action

Bandwidth value is a positive number

Look for red error messages below input fields indicating what's missing.

Notification Issues

Not receiving email notifications

Verify Postmark configuration:

Go to Account → Notifiers

Check your Postmark server token is correct

Verify sender email is configured and verified in Postmark

Check spam/junk folder in your email

In the automation:

Ensure a Postmark notifier is selected (not "No Notifier")

Check recipient email addresses are valid

Slack notifications not posting

Verify configuration:

Go to Account → Notifiers

Check the Slack webhook URL is correct

Test the webhook URL directly with a curl command

Verify the Slack app is still installed in your workspace

Common issues:

Webhook URL was rotated - update in Notifiers settings

Channel was deleted or archived

Slack app permissions changed

Teams notifications failing

Verify configuration:

Go to Account → Notifiers

Check the Teams webhook URL is correct

Verify the connector is still active in your Teams channel

Microsoft has deprecated Office 365 Connectors. Consider migrating to Power Automate workflows.

API Issues

API returns 401 Unauthorized

Check your API key:

Ensure the header is X-API-Key (case-insensitive)

Include the full key: lumen_xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx

Verify the key hasn't been revoked in Account → API Keys

Check for extra whitespace or quotes around the key

API returns 429 Too Many Requests

You've exceeded the rate limit. Standard limit is 100 requests/minute per API key.

Solutions:

Reduce request frequency

Implement exponential backoff

Check X-RateLimit-Reset header for when limit resets

Contact support for increased limits on Enterprise plans

Webhook not triggering automation

Verify webhook setup:

URL format: /api/webhooks/{webhookId}/success or /failure

Method must be POST

Webhook ID matches the one shown in automation config

Automation must be enabled

Test with curl:

curl -X POST https://naas.lumen.com/api/webhooks/YOUR_ID/success

Account Issues

Cannot log in

For email/password:

Verify email address is correct

Use "Forgot Password" to reset if needed

Check for caps lock or keyboard language

For OAuth (Google/Microsoft):

Clear browser cookies and try again

Ensure you're using the same account you registered with

Check if your organization blocks OAuth apps

Session keeps expiring

Possible causes:

Browser blocking cookies

Multiple tabs causing session conflicts

VPN or network changing IP frequently

Solutions:

Enable cookies for this site

Use incognito/private browsing to test

Try a different browser

Cannot connect OAuth account

If you get an error linking Google or Microsoft:

The OAuth account may already be linked to another account

Your organization may block third-party app access

Try logging out of all Google/Microsoft accounts first

Billing Issues

Payment failed

Common reasons:

Card expired or declined

Insufficient funds

Bank blocked the transaction

To resolve:

Go to Account → Billing → Manage Subscription

Update your payment method

Contact your bank if the card is valid

Cannot access paid features after upgrade

Try these steps:

Refresh the page

Log out and log back in

Check Account → Billing to verify plan status

Wait a few minutes for payment to process

If issues persist, contact support with your payment confirmation.

Frequently Asked Questions

How many automations can run simultaneously?

There's no limit on simultaneous executions. Multiple automations can trigger and run at the same time. For circuits, the priority system determines which automation takes control when conflicts occur.

How quickly do bandwidth changes take effect?

Bandwidth changes are sent to Lumen immediately when an automation executes. The actual circuit change typically completes within 1-2 seconds. The UI refreshes every 5 seconds to show the new status.

Can I use the same circuit in multiple automations?

Yes! A circuit can be referenced by multiple automations. Use the Priority List to control which automation takes precedence when conflicts occur. The automation with the lowest priority number (highest precedence) wins.

What happens if my automation fails?

Failed automations are logged to the Events page with error details. The failure notifier (if configured) will send a notification. The circuit remains at its current bandwidth until the next successful execution.

Is there an SLA for the service?

Enterprise plans include SLA guarantees. Standard plans operate on a best-effort basis with historical uptime exceeding 99.9%. Contact sales for specific SLA requirements.

Can I export my data?

Yes! You can export events as CSV from the Events page. For full data export (circuits, automations, configurations), contact support for a data export request.

How do I delete my account?

Go to Account → Profile and scroll to the "Danger Zone" section. Click "Delete Account" and follow the confirmation steps. This action is irreversible and will delete all your data.

Still Need Help?

Contact Support

Can't find the answer you're looking for? Our support team is here to help.

Email Support Browse Documentation

Enterprise customers: Use your dedicated support channel for priority assistance.