Update troubleshoot-ai-agents-issues.md

Author: lavanyakr01

support/dynamics-365/sales/troubleshoot-ai-agents-issues.md

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+---
+title: Troubleshoot issues with sales AI agents
+description: Provides resolutions for the known issues that are related to AI agents in Dynamics 365 Sales.
+author: 
+ms.author: 
+ms.reviewer: 
+ms.date: 08/07/2025
+ms.custom: 
+---
+# Troubleshoot issues with sales AI agents
 
+This article helps you troubleshoot and resolve issues related to AI agents in Microsoft Dynamics 365 Sales.
+
+## Sales AI agent is stuck during the activation process
+
+Symptoms: 
+
+- When you try to test or start the agent, or apply changes after editing the agent configuration, the agent is stuck in the **Starting Agent**, **Starting Test**, or **Applying changes** state for more than 10 minutes.
+- You see an error message that says "Something went wrong. Please try again." or "Couldn't start the agent. Please try again."
+- You see that the agent state is reset to its previous state, such as **Draft** or **On**.
+
+
+Cause:
+The agent is unable to start the Power Automate flow that activates the agent. To identify if the issue is related to the Power Automate flow, go to `<ORGURL>/api/data/v9.0/callbackregistrations?$filter=entityname eq 'msdyn_salesagentprofile'&$select=name,filteringattributes,softdeletestatus`
+
+If there are no results OR if `softdeletestatus` is 1, then the issue is related to the Power Automate flow.
+
+Resolution:
+
+1. Go to the [Power Automate portal](https://make.powerautomate.com).
+2. Select the environment in which the agent is being published.
+3. Go to **My Flows**.
+4. Open the **Activate Sales Agent Profile Flow** flow.
+5. Turn it off and then turn it on again.
+6. Go to `<ORGURL>/api/data/v9.0/callbackregistrations?$filter=entityname eq 'msdyn_salesagentprofile'&$select=name,filteringattributes,softdeletestatus`.
+1. Check if the `softdeletestatus` is 0. 
+1. Open the Sales Hub app and start the agent.