Troubleshooting
Find your on-screen symptom, understand its cause and next step, and know when to contact an Admin or operator.
Find the message you see, then follow its steps. When reporting a problem, include the time, action, and error—not passwords, keys, or confidential conversations. Placeholders such as {name} and {n} become actual names or numbers on screen.
You can only set a password after signing in
Choose your own password
Cause: an Admin set your current password and also knows it. You must choose your own before using work pages.
Enter the password from the Admin under Current password, then fill New password and New password again and select Change password. Use at least 12 characters. If the initial password fails, ask an Admin to set a new password.
Sign-in attempts are temporarily blocked
Too many sign-in attempts from this address. Wait a minute and try again.
Cause: too many sign-in attempts from one network address in a short time. Wait a minute instead of repeatedly submitting. If it recurs, give the operator the time and message and ask them to check sign-in address identification settings.
Your password works but you cannot enter an organization
This account has not been added to any organisation
Cause: the account exists but has no organization membership. Ask an organization Admin to invite you using your email. Adding an existing account does not change its password.
An Office or Subject is missing from the list
That Office could not be found / That Subject could not be found
Cause: it may be deleted or outside your visibility. The message does not distinguish these. Check your organization in Me › Switch organization first. If you should have access, ask the Office manager to select you in Settings › Visibility › Visible to, or ask an Admin whether the Subject still exists and works in an Office you can see.
An Embodiment is silent but not in error
You may see Idle, thinking, or working without a new message.
Cause: unaddressed Embodiments do not receive this request. Those receiving it may decide they have nothing to add. Thinking or working does not mean ignoring you.
Select Watch their work to check what its latest turn received and which tools it used. When you need an answer, address it explicitly with @name and a clear question. Silence alone is not a reason to reapply.
An Embodiment shows an error
Error
Cause: an error was recorded, unlike choosing not to speak. Go to Subjects › Embodiments, select its Manage, and read Why it failed and Current logs. Resolve model connections or settings according to the error. Use Reapply if settings need updating; it keeps memory and skills. If it still fails, give the error to the operator rather than repeatedly sending the same request.
An Embodiment stays starting or keeps restarting
Starting / {n} restarts
Cause: startup is unfinished or operation keeps being interrupted. The state alone does not explain which. Select Manage › Sync to refresh state, then check Why it failed. For repeated restarts, Previous container's logs is usually more useful than Current logs. Ask the operator to investigate the logs.
Usage limits stop an Office
paused
Cause: if Workbench › Needs you identifies a usage limit, the Office or organization has reached its limit for the past 24 hours. Not every paused state means a usage problem.
Wait for older usage to leave the window, or ask an Admin or Owner to check Organization › Models & spend › Open the spend report › Token limits and decide whether to adjust the relevant limit. Raising only the Office limit cannot lift an organization-level pause.
A turn has no result and newer messages cannot proceed
Office settings shows Unresolved room turns, with Checks stopped without a usable reply; this turn's Hermes session was not reported missing. or Hermes reports this turn's session is missing.
Cause: the system cannot confirm whether that request completed or whether tools already acted. A turn here is one cycle of processing a message batch, not simply a missing reply.
- Have a Manager listed in the Office’s visibility list, or an Admin or Owner, open this section.
- Check the Embodiment, saved message batch, and fingerprint.
- Once you accept the unknown outcome, check I accept skipping this batch without replaying it and select Resume newer messages.
The browser is read-only or controlled by someone else
controlled by {name} / Read-only right now. Take control to click, type and scroll; the Embodiments keep their hands off while you hold it.
Cause: control is exclusive and separate for each browser seat. Check the selected seat in Browser. Ask the current controller to select Release, then select Take control when free. Release when done. Control automatically releases after more than 15 idle minutes.
Telegram has not started relaying
Waiting for you to finish creating the bot in Telegram. or The bot is ready. Add it to your group — the link is in your chat with the setup bot. Telegram will ask to add it as an administrator; without that it cannot see the conversation.
Cause: connection is unfinished. Follow the card to create the bot and add it to the correct group, then return to Settings › Telegram and select Confirm this group.
If connected but unanswered, mention the bot or reply to its message in the group. Ordinary chat adds context without asking for an answer. If content is not relaying either, check Last problem: {error} and give the actual error to the operator. See Telegram.
The Telegram bot was removed from the group
The bot was removed from the group, so nothing is being relayed. Connect again to restore it.
Cause: the group removed the bot. Select Connect Telegram in Settings › Telegram and complete adding and confirming again. Do not summon the Embodiment again.
The Telegram card says the server is not configured
Telegram is not set up on this server yet.
Cause: the deployment has no usable Telegram settings. Ask the operator to enable them. Changing groups or repeatedly connecting will not supply server configuration.
A research key no longer works
Expired, Revoked, or Unavailable
Cause: expiry and revocation are key states. Unavailability may also reflect changes in holder eligibility, a required password change, Office visibility, research settings, or workspace binding.
Open the key details in Edgewright › Research keys and read the binding reason. Finish your password change first and check your tool uses the correct key. Expired or revoked keys need reissuing. If Office research is off, ask someone authorized to enable it. Do not borrow a colleague’s key to bypass refusal. See Research keys.
The Office research engine is unavailable
Engine unavailable: neither this Office’s members nor their research keys can reach the engine until the deployment is fixed.
Cause: this Office’s engine is unavailable in the current deployment. Reissuing keys will not fix it. Ask the operator to repair it, including the Office and time of occurrence.
This Soulhall does not offer Edgewright. Whoever runs it can set the engine up; until then there is nothing to connect here. means the deployment itself does not provide a research engine.
Uploads are rejected by a size limit
{size} bytes is over this deployment's limit of {max} bytes or file too large for this deployment
Cause: the file or upload request exceeds this deployment’s limit. Bytes measure file size, not model usage. Upload a smaller file or ask the operator to confirm the allowed size. Do not assume another deployment’s limit applies.
Adding a Subject, Office, or Embodiment is rejected
You already have {used} of the {limit} {what}s your allowance covers. Delete one you no longer need, or ask an owner to raise it.
Cause: current counts reached your member allowance. Delete unused Subjects or Offices, or dismiss Embodiments no longer working. You can also ask an Admin or Owner to adjust your allowance. Clearing conversation context does not free these places.
Spend is not recorded or the report has no numbers
Spend is not being recorded right now. / Nothing has been counted yet. This is not a $0 bill.
Cause: no usable spend counts are available. This does not show that the model has no cost. Ask an Admin to check Organization › Models & spend › Open the spend report and the operator to check metering.
If you see only No spend recorded in this window., check your selected time range first. The report estimates model calls, not the provider’s full bill.
The screen stops updating live
The live connection dropped; what you see may be out of date.
Cause: the browser’s live-update connection dropped. This message alone does not prove Embodiments stopped working. Check your network and reload. If it persists, give the operator the time and message. Do not judge work outcomes from a frozen screen.
A notice says memory writing is off
Memory writing is switched off on this server: what the Embodiments learn is kept, but not added to their memory until it is turned on.
Cause: deployment settings disable memory writing; you did not forget to save. Ask the operator whether it should be enabled. Until then, do not treat pending content as knowledge Embodiments can already recall. See Knowledge.