Troubleshooting

Find the message you see, then follow the advice. If nothing helps, see Report a problem. Support: support@truchsess.com

Reaching the box

What you see	What to do
The browser cannot open https://myai.local/.	Check that your computer is on the office network. Some networks do not resolve `.local` names: open the box’s address from your router’s list of devices instead, with `https://`.
The browser warns that the connection is not private.	Normal once per device. Compare the fingerprint with the one on the Sign in screen or the box’s screen, then accept. See Check the certificate.
“This appliance is currently using local HTTP. Use it only on the trusted office network until HTTPS is configured.”	You opened the box without `https://`. Use https://myai.local/.
“Company OS is unavailable”	The portal cannot reach its own service. Wait a minute and reload. If an update is running, wait until it ends.
“Starting the assistant” does not go away.	Wait two minutes and reload. If it stays, the AI provider key may be wrong: the administrator checks it with Change AI provider.

Signing in

What you see	What to do
“Email or password is incorrect.”	Check the e-mail and the password. Upper and lower case count. A disabled account also gets this message: ask your administrator.
“Too many login attempts. Wait 15 minutes and try again.”	Wait 15 minutes.
“Change the temporary password before continuing.”	Set your own password on Change your temporary password.
“The security token is missing or expired. Refresh the page and try again.”	Reload the page.
You are signed out after some hours.	A session lasts 12 hours. Sign in again.
“Enter this in the office, on the local address.”	You are on the remote address. Do this in the office on https://myai.local/. See Remote access.
“Your e-mail is not a member of this Truchsess. Ask your admin.”	The remote address lets in only active accounts of the box. Your account may be unknown, disabled or removed, or its e-mail address was changed. Ask your administrator.
Forgot your password.	Ask your administrator for a one-time password. See Users. The administrator’s own password: see Administrator password.
You were signed out right after a password change.	Changing your password signs out your other browsers. Sign in with the new password.

Tasks

What you see	What to do
“No package is installed, so there is no agent to give work to.”	The administrator installs a worker. See First worker.
“This worker is not ready yet. Your admin needs to connect … under Administration > Connections.”	The administrator adds the connection. See Connections.
“This looks like a key or password. It was not sent to the AI.”	Remove the key or password from the message. The administrator stores it under Connections.
“Budget exhausted: …” and Send is greyed out.	Wait for the next period, or the administrator raises the budget or requests a top-up. See Budget.
Send is greyed out with a note about the data rule.	The worker’s model does not meet the box’s data rule. The administrator changes the lane’s model or the rule. See AI providers and lanes.
“… is larger than 48 KB; put a link to it in the message instead.”	Attach smaller text files, or put a link in the message.
“… is not a text file; the work chat takes text files up to 48 KB.”	Only text files can be attached.
“That message is too long. Shorten it and try again.”	A message can have up to 12,000 characters.
A run shows “Failed:” and “Request timed out before a response was generated.”	The step took too long. Split the task into smaller tasks.
A run shows “Refused by …”.	The administrator refused an action. Read the reason.
A run stays “Waiting for your approval”.	The administrator decides on the tab Approvals.
A run shows “Waiting for the owner’s check” and no result.	The result waits for the administrator’s check. You see it once it is accepted.
“Sent back once already: accept it, or cancel the run.”	A run can be sent back only once. Accept it, or cancel the run and start a new task.
“Write what the package should change first.”	Send back needs a note.
“Write a reason first: this action always needs one.”	This action is at “Always asks, with a reason”. Write a reason, then confirm.
A row in Autonomy levels shows “Fixed”.	That kind of action cannot be raised.
A worker’s answer says it could not hand work over (not granted, already part of the chain, too many open, too deep, the local model, or the budget).	The limits of hand-offs. See Hand-offs between workers. For “The owner did not grant it”, the administrator allows Hand work to one other installed package for that worker.
A new task shows “Created, waiting for the worker” for a long time.	Other tasks wait for work they handed over. It starts when one of them finishes.
“The reply names a file that is not among this run’s files: …”	The worker mentioned a file it did not save. Ask it again to save the file.

Administration

What you see	What to do
“No publisher is trusted yet. Every install fails closed until one is registered.”	Register the publisher’s key. See Trusted publishers.
Inspection says “NOT trusted on this appliance”.	The same: register the publisher, then inspect again.
A permission shows under “Declined (declared but not allowed)”.	The owner policy does not allow it. Allow it in Owner policy before installing.
“Answer the questions above first.”	Answer every required install question.
“GitHub is not connected on this appliance. Connect it under Administration > Connections, then install again.”	Connect GitHub first.
“The GitHub connection lists no repositories yet. Press Refresh under Administration > Connections.”	Choose repositories on GitHub, then Refresh.
“This appliance has no products yet. Add one on the Products tab, then install again.”	Add a product.
An install shows “failed” and “Not running”.	Read the error on the row. Press Retry, or Remove it and start again. See Packages.
An install failed with “duplicate permission”.	Fixed in the current release: update the box (see Updates), then press Retry on the row.
The store card says “The store still holds an install from this box that never finished.”	Press Install: it takes that install over with your answers. See Store.
A removed store install says “The store could not be reached to check whether it still holds this install.”	Press Check with the store again when the box is online.
Chat says “The subscription for … has ended. Subscribe again to use this worker.”	The function’s subscription ended; the worker is stopped and its files are kept. The administrator subscribes again. See Store.
“GitHub has not granted … to this box yet.”	Follow the steps on the card. See Connections.
“Check for updates first: the last check is too old to know the newest release.”	Press Check for updates, then Update now.
“An update is already running or waiting; wait for it to finish.”	Wait.
“The download from GitHub is too slow or stopped. Nothing was changed. Try again later.”	Try again later.
“Portal restarting, reconnecting”	Normal during an update or a restore. Wait.
“No recovery key yet: the box makes no backup until one exists.”	Create the recovery key. See Backup.
“This recovery key does not open this backup. …”	Use the key that was current when the backup was made.
“This backup comes from a newer release (…). Update this box first, then restore.”	Update the box, then restore.
An upload (a backup file, a package file or knowledge files) is refused.	The box says why in words, for example a wrong setup code, or that you are not signed in. Fix it, then try again. A file above the upload limit can still end with a connection error.
“The download broke after …: the connection to the box was lost. Nothing was saved.”	Check that the computer is still on the office network, then press Download again.
After a restore, Enter these again says “Connect an AI provider”.	The button is Change AI provider in the panel People and access.
“Tick “I have read what passes through Cloudflare” to switch remote access on.”	Tick the box, then Switch on.
Not from a run (unattributed) is above 0.	AI use happened outside a task. Tell support.