Troubleshooting

Start with the narrowest boundary that can explain the symptom:

Correct organization and channel.
Correct host, URL, app, file, tenant, or phone.
Current activity or pending approval.
Effective tool policy and credential readiness.
Local helper and OS permission.
VPN, proxy, firewall, external service, or usage limit.

Open the activity stack and status bar before retrying. Repeated retries can duplicate external writes, payments, calls, or background work.

Symptom	Check
Sign-in will not complete	Verify internet, system clock, default browser handoff, and whether your account can sign in to the Altostrat web surface.
No organizations appear	Confirm the invitation was accepted and has not been revoked.
Expected resources are missing	Check the active organization, channel, visibility, and whether first sync is still running.
Organization switch looks stale	Wait for scoped data to refresh; if it does not, restart Studio and sign in again. Do not act until the displayed organization is correct.

Workspace and search

Symptom	Check
An editor keeps being replaced	Keep or pin the preview editor, or change preview behavior under Settings → Workspace.
Artifacts workspace is hidden	Press `Mod+Shift+B`.
Bottom panel is hidden	Press `Mod+J`.
Search will not open	Press `Mod+K` outside a focused terminal; a focused terminal uses `Mod+K` to clear.
Search cannot find an item	Check organization and channel, search a related term, and inspect the dedicated Hosts, Files, Procedures, or Connectors surface.
New chat shortcut does nothing outside Studio	Enable and register a global accelerator under Settings → Workspace; resolve any conflict shown there.

Channels and policy

Symptom	Check
A shared channel is missing	Confirm channel membership and that the channel is not archived.
A member cannot edit channel settings	Only channel owners and admins can edit shared settings.
Copilot cannot see a tool in one channel	Compare organization, member, and channel policy. A channel can narrow access.
A tool is listed but dispatch is denied	Policy changed after the conversation discovered it. Start a fresh chat or refresh tools after correcting policy.
The chat board card is in the wrong column	Update the conversation status or drag it to the intended column.

Terminal, RDP, and host access

Symptom	Check
A terminal fails before authentication	Verify address, protocol, port, VPN, jump host, firewall, and that the local helper is running.
Authentication fails	Confirm the named Key Chain entry, username, key, external account state, and host mapping.
SSH host key changed	Stop and verify the new fingerprint through a trusted path before accepting it.
RDP opens but input or frames stall	Check credentials, target reachability, session activity, and local helper; close and reopen only after confirming a second session is safe.
Remote file save is denied	Check absolute path, remote owner/mode, active credential, and whether the file changed remotely.

Copilot

Symptom	Check
Copilot uses the wrong target	Steer immediately, attach the exact object, and restate organization, channel, tenant, and host.
Copilot cannot use tools	Check mode, organization/member/channel policy, local helper, and required credentials. Ask mode is read-only.
A run stops at 30 turns	Continue explicitly or adjust Settings → AI → Max agent turns. The default cap is 30.
A long conversation is slow or expensive	Run `/compact` with focus instructions, remove unnecessary attachments, and consider 200K context.
Enter queues when you meant to redirect	Use `Command/Ctrl+Enter` for the opposite action or change Follow-up behavior in Settings.
Autopilot is on unexpectedly	Disable it from the composer or Settings → AI before continuing.
Cost details seem wrong	Open Usage → Per-chat and inspect model and token records; Auto can use multiple models in one chat.
The model selector is disabled or a model is missing	Check organization Model access policy. A managed model default also applies to existing chats and cannot be bypassed with `/model`.
Changing Bedrock region did not change an OpenAI request	The region setting applies only to Bedrock-backed workflows. Check AI provider and data flow.

Browser and Computer Use

Symptom	Check
Browser live view says Reconnecting	Keep the tab open, check local helper and network, then inspect the browser activity item.
Copilot is on the wrong website or tenant	Take over, correct the account and URL, release control, and restate the boundary.
Browser approval is hidden	Close picture-in-picture and return to the conversation; Studio normally focuses it when an intent needs review.
macOS screen cannot be observed	Grant Screen Recording under Settings → Computer Use, select Re-check, then restart Studio.
macOS click or type fails	Grant Accessibility and confirm the target window has not moved or closed.

Connectors and MCP

Symptom	Check
Integration shows `needs-auth`	Complete Settings → Profile → Connect your accounts or create the required Key Chain entry.
401 or refresh failure	Re-authorize and confirm client configuration and personal/shared credential mode.
403	Check external permission plus organization, member, and channel policy.
MCP connects with no tools	Refresh discovery, inspect the published catalog, and confirm individual tools are enabled.
Dashboard calls the wrong tenant	Disable the source until base URL, credential, and channel are corrected.

Dashboards and apps

Symptom	Check
Widget stays in loading	Confirm source readiness, authentication, response schema, variables, transforms, and refresh interval.
Panels disagree	Compare time window, unit, filter, aggregation, and last refresh.
A generated app is disabled	Review its current revision, exact capability request, and allowed origins.
An old grant no longer works	The capability hash changed; review and grant the new set instead of reusing the old approval.
A recent edit broke the dashboard	Open history and restore the last known-good version.

Files and organization memory

Symptom	Check
A generated artifact is missing	Search title/content, confirm organization, inspect recent Files, and open the originating chat if known.
Copilot finds an app that is not running	Organization memory stores last-known state. Verify host, workspace, process, port, URL, and revision.
A replay is empty or incomplete	Confirm the session produced output and completed recording; a replay contains only captured data.

Org Brain

Symptom	Check
Org Brain is unavailable	Ask the owner to review activation, organization eligibility, and billing in Administration → Organization → Org Brain. Check the installed app and effective tool policy too.
Search works but a synthesized answer is unavailable	Synthesis has separate consent and provider-policy controls. Follow the displayed reason; do not use raw search to bypass a synthesis refusal.
A recent shared source is missing	Check source support, source settings, visibility, and whether indexing has caught up. Private memory is a separate retrieval path.
A citation no longer opens	The source may have changed, been removed, or become inaccessible. Reopen the current authorized source and verify its contents.
A remembered answer disagrees with live state	Treat the source as dated evidence. Verify the live target and update the shared fact at its correct scope.

See Org Brain for supported sources and activation controls, and Memories and search for personal memory.

Digital workers and approvals

Symptom	Check
A worker is waiting for a person	Open the desktop Inbox or browser Work → My approvals. Review the evidence and respond or hand the task off.
An expected task is missing	Confirm organization and channel membership, assignment, and worker state. The conversation chat board and worker boards are separate surfaces.
A worker is waiting on budget	Review the displayed reason, organization credit and model policy, and worker limits. Resume through the supported work-item action after resolving the cause.
A worker cannot use a local desktop tool	Cloud workers have a different execution environment. Verify the worker’s supported tool catalog and organization credentials.

See Digital workers for states, triggers, human gates, and recovery.

Managed Remote Desktop

Managed endpoints use a separate enrollment, access, consent, and session flow from the RDP host protocol. Check Managed Remote Desktop for deployment and platform availability when the symptom concerns an enrolled endpoint, an access request, consent, or session control. Use the host-access checks above for a direct RDP connection.

Calls and Audio Use

Symptom	Check
No microphone	Select the correct device and grant microphone permission.
Audio Use hears only you	Grant macOS system-audio/Screen Recording or configure Stereo Mix/virtual audio on Windows.
Call connected but no workspace opened	Enable automatic opening in Settings → Calls or open it manually.
Transcription will not start	Check permissions, Calls setting, usage balance, and transcription hard limits.
Poor call quality	Inspect the call workspace diagnostics and WebRTC network state, then test another device or network.

Usage and billing

Symptom	Check
Top up is unavailable	Confirm the responsible billing owner is signed in.
Payment completed but balance is stale	Refresh balance and invoices; finish any Stripe authentication tab. Do not submit again until status is known.
Usage is blocked with balance remaining	Inspect hard limits and the active allowance window.
Per-chat data is missing for another member	Per-chat drill-down is intentionally self-only. Use authorized aggregate views instead.

Firmware staging

Symptom	Check
TFTP server will not start	Select a root directory, choose an available port, and use a non-privileged port such as 6969 on macOS unless elevated.
Device cannot download	Confirm displayed RFC 1918 address, UDP port, host firewall, same routed network, filename, and device TFTP syntax.
Unexpected file exposure	Stop the server immediately and remove unrelated files from the root. TFTP has no authentication.

Studio Remote

Symptom	Check
Phone control is missing	Use the latest production desktop app in Electron; Studio Remote is not exposed in staging/browser environments.
Pairing fails	Generate a new code and verify both devices can reach relay services.
Mobile chat works but a local tool fails	Keep the paired desktop awake, signed in, and connected to the target network.
A phone should no longer have access	Revoke it from Current connections on the desktop.

Collect support evidence

Include:

Studio version and operating system.
Organization ID and channel name, without private content.
Time and time zone.
Exact surface, target type, and expected result.
Activity and status state.
Redacted log excerpt and reproducible steps.

Remove tokens, passwords, private keys, session cookies, sensitive customer data, and complete credential-bearing URLs before sharing logs or screenshots.

System requirements

Review supported platforms, network paths, permissions, and feature-specific needs.

Settings

Review workspace, profile, AI, permissions, calls, firmware, Billing, and Key Chain.

Start here

Build support agents

Operate and intervene

Team and administration

Reference

Workspace and search

Channels and policy

Terminal, RDP, and host access

Copilot

Browser and Computer Use

Connectors and MCP

Dashboards and apps

Files and organization memory

Org Brain

Digital workers and approvals

Managed Remote Desktop

Calls and Audio Use

Usage and billing

Firmware staging

Studio Remote

Collect support evidence

System requirements

Settings

​Sign-in and scope

​Workspace and search

​Channels and policy

​Terminal, RDP, and host access

​Copilot

​Browser and Computer Use

​Connectors and MCP

​Dashboards and apps

​Files and organization memory

​Org Brain

​Digital workers and approvals

​Managed Remote Desktop

​Calls and Audio Use

​Usage and billing

​Firmware staging

​Studio Remote

​Collect support evidence

​Related

System requirements

Settings

Sign-in and scope

Workspace and search

Channels and policy

Terminal, RDP, and host access

Copilot

Browser and Computer Use

Connectors and MCP

Dashboards and apps

Files and organization memory

Org Brain

Digital workers and approvals

Managed Remote Desktop

Calls and Audio Use

Usage and billing

Firmware staging

Studio Remote

Collect support evidence

Related