Operate

Troubleshooting

Resolve connection, queueing, workflow, and usage questions.

A job keeps waiting for a runner

Check these in order:

1. The repository is included in the Sprintbox GitHub App installation's access list.
2. The installation is connected to the intended Sprintbox workspace and any organization approval is complete.
3. runs-on uses a supported, enabled label with the correct spelling, size, image, and architecture.
4. The workspace is active and its billing setup is complete.
5. The workspace has available concurrency. Other active jobs and matrix entries may use it.

Look at Active jobs in Sprintbox to distinguish waiting for concurrency from provisioning. An empty active list does not mean a completed workflow has disappeared; use GitHub Actions for history.

An unavailable profile or capacity shortage can prevent a runner from starting. Standard and premium do not silently replace each other. Contact support with the workflow URL if the request does not progress.

Connecting GitHub returns to the wrong place

Start from Connect GitHub in the intended Sprintbox workspace and complete the GitHub redirect in the same browser profile. Verify the GitHub identity shown before installing the app. An existing installation may already belong to another Sprintbox workspace; do not repeatedly reinstall it to move it.

An organization administrator may need to approve access. The administrator also needs the relevant Sprintbox workspace permissions to complete the connection.

A job starts but fails

Open the failing step in GitHub Actions. Check the required operating system, architecture, language version, package installation, secrets, and permissions. If an image does not include a required dependency, install it explicitly in your workflow.

If a job is stopped unexpectedly, check its own timeout-minutes and the service limits below. For long jobs, contact support before assuming GitHub's maximum timeout is also Sprintbox's maximum.

Usage does not match GitHub elapsed time

Compare the job rather than the complete multi-job workflow, allow for readiness and completion handling, and account for minute rounding. See Usage and billing. Workspace usage totals cover all connected accounts.

Ask for help

Contact support@sprintbox.sh with your workspace name, repository and workflow URL, requested label, approximate time, and the relevant error text. Omit secrets, tokens, and credentials from logs you share.