This article covers error messages for the GitHub integration for Guide themes and troubleshooting steps to take when you encounter issues adding or updating a theme.
You must be a Guide admin to manage the GitHub integration in Guide.
Failed to import theme
Make sure you have written the GitHub repository URL or [username]/[repository] correctly. Preferably copy and paste the repository URL from the address bar when viewing the repository.
- If you are fetching from a specific branch, make sure you have written the branch name correctly.
- Make sure you have access to the repository
- Make sure the Zendesk Guide app is authorized
Failed to update theme
Make sure you have access to the repository
Make sure you have access to the repository by going to https://github.com/settings/repositories. If you don’t see the repository it is either because your access has been revoked or the repo is deleted. Contact the administrator of the repo to find out
If your access has been revoked you will need the repo admin to give you access again.
If the repo has been deleted you cannot update the theme or connect it to another repo, but will have to initiate a new import from a repo that exists.
Make sure the Zendesk Guide app is authorized
Make sure the Zendesk Guide app is authorized for your account in GitHub. Go to https://github.com/settings/applications and check that the Zendesk Guide app has access to your account in the “Authorized OAuth Apps” tab.
If the Zendesk Guide app does not appear Authorized OAuth Apps, if might be because:
The authorization for the Zendesk Guide GitHub app has been revoked and you need to re-authorize it. You can do this by trying to update your theme again or if that does not work try adding the theme as a new theme and then try and update the theme you were trying to update.
- The GitHub organization that owns the repository does not allow authorization of the Zendesk Guide app. In that case you should contact the admin of the GitHub organization to allow authorization of the Zendesk Guide app for the ‘repo’ scope. Since this is the only scope GitHub provides that gives access to the code in a repo, there is no option for allowing a smaller scope.
Incorrect theme version number
The themes version number in the manifest.json file needs to be incremented as it is conflicting with the current version number. Increment the themes version number or ask the theme developer to do so.
Theme version number is not allowed
The themes version number in the manifest.json file does not comply with the versioning convention. Have the theme developer correct the themes version number to follow the versioning convention.
Cannot authorize using Internet Explorer
You cannot authenticate using Internet Explorer because GitHub no longer supports it, however, you can authenticate using another GitHub and Zendesk supported browser, such as Google Chrome, Firefox or Safari.
I have a "failed to import theme" error. I've checked url, permission and so on .. but the problem still remain. Another idea?
Would you be able to link us to this repository if it's public? That will help us to troubleshoot more effectively.
I'm integrating a new theme via github and seeing the changes in a virtual environment with ZAT. It is the second time in the day, that in the theme options, "update from github" stops appearing.
I have already been working for days with the update from github, but today it started to fail.
This sounds like it may be a caching issue. Can you try clearing your cookies and cache and seeing if that resolves your issue?
Hello guys, good afternoon!
So, I'm having problems to update an existing Zendesk Guide Theme that is integrated with a GitHub Repo, because the first upload was make by a different user than that it's trying to update it now.
It seems like Zendesk are associating the user and when another user try to update it, falls in an error.
Does anyone has passed through this kind of situation?
Thanks in advance!
I am creating a proactive ticket, so we can discuss the case.
Has this problem been resolved? I am still having issues import theme from Github and I followed the trouble shooting guide.
I encourage you to contact our support team and provide more details about your issue so that we can check.
I keep getting the incorrect URL error. We have Github Enterprise cloud and wondering if the integration supports this?
Based on Setting up the GitHub integration with your Guide theme, GitHub Enterprise is not supported.
I'm trying to upload a Zendesk theme from GitHub.
I tried many ways and the error is always the same:
To take into account:
I went through the troubleshooting guide from bottom to end and I just cannot get it right.
Please If you could assist on this one it'd be great.
Thanks so much!
Are you still running in to this issue? If so, let me know and I can take a look in more detail. If you're comfortable sharing your repo here, that'd be great. Otherwise, I can pull this in to a private ticket so we can troubleshoot further.
Sorry for not updating this matter sooner!
Yes, i was able to solve it.
The issue was that i gave Zendesk permission to access the repo from a test GH user (same organization) and apparently Zendesk only allows one OAuth connection.
As soon as I removed the OAuth coming from that user in GitHub OAuth section i was able to re-sync with the desired user. My bad.
Thanks for the follow up!!!
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