Capture stopped: the account needs to be reconnected

What you are seeing

On the Archives page, the archive's Source health reads Token expired or Token revoked, with the note Capture has stopped. Reconnect the account to resume. A banner above the table counts the sources that need reconnecting.

What it means

CivAll Archive captures through the network's API using an access token granted when the account was connected. That token can stop working for reasons that have nothing to do with CivAll:

• the network expired it on its normal schedule;
• someone changed the account password;
• an admin removed the app's permissions;
• the person who originally connected the account lost access to the page, or left the organization.

Revoked generally means someone or something withdrew access deliberately. Expired means the token aged out. The fix is the same.

Fix it

1. Go to Archive → Archives and find the affected archive.
2. Choose Reconnect on that row, then Reconnect account on the next screen.
3. In the sign-in window that opens, sign in to the network as a user who administers that page or profile, and approve the same permissions.
4. You are returned to the Archives page. Confirm the Source health badge has cleared.

The gap

This is the part worth understanding before it happens. While the token was dead, CivAll Archive received nothing. On most networks the API will not hand back content from that window afterward, so the gap is usually permanent. How much you lose is a function of how long the archive sat broken, which is entirely within your control.

Two habits prevent nearly all of it:

• Act on Expiring soon and Reconnect by date warnings while the archive is still capturing. Reconnecting before the deadline avoids a gap completely.
• Connect archives using an account that will outlast any one employee, and make sure more than one administrator can reconnect it.

Warning

If your agency is under a records request or litigation hold covering the period of the gap, tell whoever is managing that matter. A documented capture gap that you disclose is a manageable problem; one discovered later during production is not.

If reconnecting does not stick

If the archive falls back into an expired state shortly after a successful reconnect, the account's permissions on the network are usually the cause — the signing-in user may lack a role the capture requires. Confirm that user administers the page directly, then reconnect again. If it still will not hold, contact support@civall.com with the account name and the network, and we will look at the connection from our side.