# Troubleshooting

What to do when a bot is stuck, a message shows ⚠, the app can't connect, an update fails, This PC or voice won't work, and how to contact support.

Canonical page: https://themachine.myapps.ai/docs/desktop/troubleshooting

Find your problem below. Most things are fixed with **Stop**, **Kick**, or a
new thread.

## A bot is stuck

The timer keeps counting but nothing happens.

### Stop

Click **Stop** in the chat header, or send **stop**.
### Kick

If it's still stuck, click **Kick** in the chat header (it appears on long
turns). Kick is also in the bot's profile card (click the bot's face in the
chat header), and when you right-click the bot in the sidebar. Kick stops
the turn, reconnects to the bot's computer, and reloads the thread. If needed,
it restarts the computer. Files are kept.
### Restart the computer

Open [the bot's computer](/docs/desktop/cloud-computer/overview) and click
**Restart** on the **Computer** tab.
### Start a new thread

If the thread keeps getting stuck, start a new one. Download any files you
need from the old one first.

![The Kick button in the chat header during a long turn](/images/docs/desktop/kick.webp)

## A message shows ⚠

A bot reply starting with **⚠** means Machine couldn't do what you asked.

### "Machine Desktop ran into an issue"

When the AI model's provider fails behind the scenes, the reply is a calm
line instead of the technical error:

*⚠ Machine Desktop ran into an issue, please try again or message support if
this happens again*

(In the phone app it says *Machine ran into an issue*.) This isn't something
you did, and there's nothing in your account to fix. Send your message again,
or pick another model. If it keeps happening, [contact
support](#contact-support). The full error is kept in the app's log, so
sending support your diagnostics gives them the details.

### Other messages

Other errors keep their own wording. When the cause is clear, Machine Desktop
adds a short next step after a dash, like adding credits, signing in again,
waiting a minute, compacting the thread, reconnecting an app, or picking
another model. Common ones:

| Message | What to do |
|---|---|
| *Could not reach this bot's computer* | Try again. If it keeps happening, use **Kick**. |
| *Cursor models run on the Cursor plan of the person who started this thread* | Pick a different model, or start your own thread. See [Use your own subscription](/docs/desktop/models/own-subscriptions). |
| *Your Claude subscription runs only in threads you started* | Same as above. |
| *Claude isn't signed in for this session* | Sign in to Claude for the session on the web, then send again. |
| A This PC message about a folder, or the computer being offline | See [This PC problems](#this-pc-problems). |

To try again, use **Regenerate response** on the reply, or edit and resend
your message. See [Message actions](/docs/desktop/chat/message-actions).

The bot's sidebar dot turns red after a failed turn. It clears when you send
another message.

## The bot's answer isn't good enough

- **Be more specific.** See [Write good requests](/docs/desktop/chat/writing-requests).
- **Try a more capable model.** See [Choose a model](/docs/desktop/models/choosing-a-model).
- **Raise the effort.** See [Reasoning effort](/docs/desktop/models/reasoning-effort).
- **Start fresh** in a new thread if the conversation has gone off track.

## A long thread is slow or expensive

The model re-reads the whole thread every time. When the usage chip in the
header turns amber or red, open **Export conversation → Compact this
thread**, or start a new thread. See [Find, share, and
export](/docs/desktop/chat/find-share-export).

## "Machine is unreachable right now"

Check your internet connection, then click **Try again**. You stay signed in
while offline. If you use a VPN or a company network, it may be blocking
Machine: try without it, or ask your IT team.

## New threads from the web don't show up

Click **Refresh threads** at the top of the sidebar.

## I can't sign in

See [Sign in](/docs/desktop/get-started/sign-in) for every sign-in message
and what to do.

## Updates

| Problem | What to do |
|---|---|
| *No update has been published for this platform yet* | You already have the newest version for your system. |
| *Couldn't reach the update server* | Check your connection, VPN, or firewall, then click **Try again**. |
| An update keeps failing | Download the latest version from the [download page](/download) and install it over the old one. Your sign-in and settings are kept. |
| No update ever appears, and you installed from the Microsoft Store | The Microsoft Store updates this copy, not the app. Check for updates in the Store. |

See [Updates](/docs/desktop/get-started/updates).

## This PC problems

| Problem | What to do |
|---|---|
| Messages wait and the thread says to choose a folder | Click **Choose folder** and share one. |
| Status shows **Offline** or **Needs reconnecting** | Make sure Machine Desktop is running and online. Restart it if needed. |
| Status shows **Connected from another window** | Another copy of Machine Desktop on this computer took over the connection. Close the extra copy. |
| **Stopped on this computer** | A full stop happened. Send your next message to carry on. |
| The bot can't see the screen or click, on a Mac | Allow **Screen Recording** and **Accessibility**, then restart the app. See [Mac permissions](/docs/desktop/this-pc/mac-permissions). |
| *"Stop could not be confirmed"* | Machine Desktop ended the work forcefully. Press and release **Ctrl**, **Alt**, and **Shift** in case a key is held down. |
| The Stop shortcut doesn't work | Another app has it. Use the Stop button or the on-screen **Stop**. |
| *"… is offline (asleep, or Machine Desktop is closed there), so nothing was sent…"* | The thread works on another computer, and that computer is asleep or Machine Desktop is closed there. Wake it and send again, or move the thread to **Cloud** in Machine Desktop on that computer. |
| Work stops when the computer goes to sleep | Turn on **Keep this PC awake** in the folder menu, and keep the computer plugged in. See [Keep this PC awake](/docs/desktop/this-pc/overview#keep-this-pc-awake). |
| The bot needs to be signed in to a website | Sign in yourself with **Saved sign-ins** in the folder menu. See [Saved sign-ins](/docs/desktop/this-pc/overview#saved-sign-ins). |

## Chrome extension problems

| The extension says | What to do |
|---|---|
| **Machine Desktop is not running** | Open Machine Desktop, then click **Try again** in the extension. |
| **Machine Desktop not set up** | Open a This PC thread in Machine Desktop once, then click **Try again**. |
| The bot doesn't use my browser | Say **"use my browser"** in your message, and make sure Chrome is open on the right tab. |

See [Use your own Chrome](/docs/desktop/this-pc/chrome-extension).

## Voice doesn't work

- Check **Settings → General → Microphone** and click **Test**.
- Make sure Machine Desktop can use the microphone in your system's privacy
  settings. If an error shows **Open settings**, click it.
- Switch **Dictation engine** to **Whisper on Machine (cloud)**.

See [Voice](/docs/desktop/chat/voice).

## Notifications don't appear

- Check the bot's **Alerts → Notifications** is on.
- Check your computer allows notifications from Machine Desktop, and that Do
  Not Disturb or Focus is off.
- Make sure Machine Desktop is running (in the tray or Dock).

See [Notifications](/docs/desktop/settings/notifications).

## A connected app isn't working

Disconnect it and connect it again in **Tools → Connected apps**. See
[Connected apps](/docs/desktop/integrations/connected-apps).

## An automation failed

Open it in **Tools → Automations**, read the error, fix the cause, and click
**Run now**. See [Manage automations](/docs/desktop/automations/manage).

## A deployment failed

Open **Tools → Deployments**, click **Logs** on the deployment, and ask the
bot to fix what the logs show. Then **Redeploy**. See
[Deployments](/docs/desktop/deployments).

## The app shows "Something went wrong on this screen"

Click **Reload**. If it keeps happening, click **Copy details** and send them
to support.

## The window is blank

If Machine Desktop opens to an empty window, quit it completely (from the
tray or Dock) and open it again. If it stays blank, Machine Desktop keeps a
log of what went wrong that support can use. Send them the file
`renderer.log` from:

| System | Folder |
|---|---|
| Windows | `%APPDATA%\Machine Desktop\logs` (paste this into File Explorer's address bar) |
| Mac | `~/Library/Logs/Machine Desktop` (in Finder, choose **Go → Go to Folder…** and paste it) |

The log holds the app's errors and warnings, plus short notes about messages
being sent and the bot's computer waking. It isn't a copy of your
conversations, but have a quick look before you share it. When it gets
large, the older part moves to `renderer.log.1`.

## Contact support

Collect this first:

1. **Diagnostics:** **Settings → General → Diagnostics → Export
   Diagnostics…**, on Machine Desktop. Choose where to save the file
   (`machinebot-diagnostics.json`, in your Downloads folder unless you pick
   another place). It holds the app's name and version, your system
   (Windows or Mac), the app's Electron version, and the time you exported
   it. No conversations, files, or passwords.
2. **The conversation ID**, for a problem in a specific thread: right-click
   the bot and choose **Copy conversation ID**.
3. **What you did, what you expected, and what happened.** A screenshot
   helps.

Then contact Machine support with those details. Click your name at the
bottom of the sidebar and choose **Help Center** for help and contact
options.