Troubleshoot connections and operations

A device is offline or missing

1. Confirm the workspace and group. Invited members also need group access.
2. Check power, network and whether the device agent is running. In temporary mode, check whether the program exited.
3. Verify the installation content came from the current group and review download or service errors.
4. Allow the status to update. If the device was removed or disabled, ask an administrator whether reinstallation is needed.

Revisit the Windows, macOS or Linux / BSD guide if installation is unclear. Creating duplicate device records usually does not resolve connectivity.

A desktop is black or input fails

• No picture: confirm a graphical session is available and select the correct display. On a Mac, check screen recording authorization.
• Visible screen without control: check desktop-control permission and, on a Mac, Accessibility authorization.
• Unresponsive input: focus the remote screen and check whether the local browser intercepted the shortcut.
• Delayed screen: check both network connections and try reducing image quality.

After changing system permissions, restart the agent if prompted and reconnect. Do not use an old session alone to judge whether the new authorization worked.

Files or terminal access is denied

Check file read, file write or terminal permissions separately from desktop access. File operations also depend on target directory permissions and the tool's transfer limits.

After a disconnection, inspect the remote outcome before retrying: an upload may be partly complete and a command may still be running. If an MCP overwrite reports a digest mismatch, read and review the file again instead of bypassing the conflict check.

Chat or MCP cannot operate a device

For built-in Chat, check whether it is enabled, model availability, workspace balance, Chat groups and member permissions. For external MCP clients, check the real endpoint, key expiry, tool scopes and client source status.

If MCP connects but tools are missing, refresh discovery and check key permissions. Renew an expired screenshot or session instead of repeating the same request. See MCP setup and Access keys for details.

Report a useful issue

If the problem continues, open a support ticket. Include the time and timezone, target operating system, browser or client version, steps, expected outcome, actual error and whether all devices are affected.

Attach a redacted error screenshot if helpful. Do not submit complete keys, group connection information from installation commands, passwords or unrelated file contents. Administrators can compare events at the same time in Operations and Security audit.