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1.13. Troubleshooting On-Premise Worker Services

Updated: 17 Sep 2026, 05:06 PM EDT

Start with the System Health page (Admin > System > System Health). It reports whether the queue worker is processing jobs, whether the task scheduler is running (and if not, when it last ran), the number of failed jobs, and whether each mailbox is fetching, all in one place. If System Health shows the worker and scheduler as healthy, the problem is likely elsewhere — see the mailbox troubleshooting pages for your mailbox type.

Admin > Settings > Workers has actions to restart workers and clear any cache locks that might be preventing mail processing.

If your HelpSpot instance is hosted on-premise, you can also check the status of the services directly on your HelpSpot server.

• For Windows servers, open Windows services and look for HelpSpotQueue and HelpSpotSchedule. They should both be set to automatic and should both be running.
• For Linux servers, you can run the command sudo systemctl status supervisor to get the status of the queue service processes (two by default). You will also want to check your crontab and make sure that the schedule:run command is correctly configured.

In either case, if the Windows services or Linux processes are missing or refuse to stay running, you can submit a support request for direct assistance to resolve those issues.

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