#Troubleshooting

Common issues and how to resolve them.

#No provider configured

#Symptom

A specialist responds with No provider configured or a similar error when you send a message.

#Cause

No LLM provider API key has been set up in the app. Without at least one configured provider, specialists cannot generate responses.

#Solution

1. Open Settings and go to Connections
2. Configure at least one provider by entering a valid API key
3. Return to your channel and try sending the message again

See Connections for setup instructions.

#Provider returns an error

#Symptom

The specialist message card displays an error referencing the provider, such as an authentication failure or rate limit message.

#Cause

The API key may be invalid, the credentials may have expired, or the provider is rate limiting your requests. This can also happen if your account with the provider has run out of credits.

#Solution

1. Open Settings and go to Connections
2. Verify your API key is correct and has not been revoked
3. Check that your provider account has available credits or quota
4. If the issue persists, try switching to a different model

#Model not available

#Symptom

An error message states the model is not available or that no endpoints were found for it.

#Cause

The selected model is not supported by any of your currently connected providers. Each provider offers a specific set of models.

#Solution

1. Check which providers support the model you want to use
2. If you already have a matching provider connected, verify the API key is valid
3. Switch to a different model that your current providers support, or connect an additional provider

#Amazon Bedrock model access

#Symptom

An error mentions that model use case details have not been submitted, or that access to the model is not granted.

#Cause

AWS Bedrock requires you to submit a model use case form before certain models become available. Until the form is approved, those models cannot be used.

#Solution

1. Open the AWS Bedrock console in your browser
2. Navigate to the model you want to use and submit the required use case form
3. Wait approximately 15 minutes for the request to be processed
4. Return to the app and retry your message

#Specialist says "No specialists are connected"

#Symptom

You send a message in a channel and receive a response saying No specialists are connected or the message is not picked up by any specialist.

#Cause

The channel does not have any specialists added to it. Messages in a channel are only handled by specialists that are members of that channel.

#Solution

1. Mention a specialist directly using @ followed by their name
2. Alternatively, open the right panel and go to the Members tab to add a specialist to the channel

See Using Specialists for more details.

#Session expired

#Symptom

The app stops responding to actions or displays authentication errors.

#Cause

Your login session token has expired. The app refreshes tokens automatically in the background, but this can occasionally fail due to network issues or extended inactivity.

#Solution

1. Log out of the app
2. Log back in

The session will be re-established with a fresh token.

#App not updating

#Symptom

The update notification does not appear, or the download fails partway through.

#Cause

A network issue or firewall rule may be blocking the connection to the update server.

#Solution

1. Check that your internet connection is working
2. If you are behind a corporate firewall, confirm that outbound connections to the update server are allowed
3. Try again after a few minutes

See Updating for more information on how updates work.

#Secure credential storage unavailable

#Symptom

An error appears about permission being denied when accessing secure storage, or credentials fail to save.

#Cause

The operating system keychain is disabled, locked, or the app does not have permission to access it. The app uses the OS keychain to store sensitive data like API keys.

#Solution

1. Verify that your OS keychain is unlocked (Keychain Access on macOS, Credential Manager on Windows)
2. Re-enable keychain access for the app if it was previously denied
3. Restart the app

#Search returns no results

#Symptom

Opening search with Cmd+K (or Ctrl+K on Windows and Linux) and typing a query shows No results found.

#Cause

Search covers channels, DMs, and workspace members. It does not search message content. If your query does not match a channel name, DM, or member name, no results will appear.

#Solution

1. Search for the exact name of a channel, DM, or workspace member
2. If you are looking for a specific conversation, browse the sidebar to locate it manually