Troubleshooting: when something does not work

Updated 2026-10-12
Alpha
Everyone
Every surface
Every plan

Start here

Most failures name themselves on screen. Read the message before changing anything: AGI distinguishes "this is switched off", "your plan does not include this", "this model cannot do this" and "this is broken", and the fix is different for each.

Check the status page before investigating your own account.

The page says this browser is too old

AGI runs in current versions of Chrome, Edge, Firefox and Safari. A browser too old to run it shows a notice at the top of the page naming those browsers, and a browser with JavaScript turned off shows a notice asking you to turn it on.

A chat will not load

"Chat could not be displayed" with Try again means the conversation failed to render, or, when it adds "Could not reach the server.", that the request failed on the way. Either way your messages are already saved, so retrying or opening another conversation loses nothing. "You are offline" means the browser lost its connection: reconnect and try again.

A message will not send

"Your previous message was still starting, so this one is back here. Send it again." Send it once more; nothing was lost.
"Your queued message was not sent: you switched chats before the reply finished." It was saved as a draft in the original chat. Its attachments were not kept, so re-attach them.
A plan-limited refusal names the plan, not a fault. On a paid plan, check the usage view in Settings for the current allowance and reset time.

A file was not attached

The composer refuses a file instead of sending your message without it, and names the file and the reason, such as too large, a type it cannot read, or too many files. Convert, split, or paste the contents as text.

A tool or connector did nothing

Connectors are coming soon. The connector steps below need a connected connector.

Under the website's Skip approvals default, eligible tools run automatically. A session may still wait for a destructive or unknown action, a saved Ask choice, or a workspace restriction. Check the approval prompt, the connector's Recent calls log, and its per-tool permissions: a tool set to Never run this tool is refused by your own setting.

A model is missing from the picker

The badge says which case it is: Upgrade (your plan), Coming soon (not live yet), or Unavailable right now (live but not answering). A workspace model policy can also remove models entirely, in which case they do not appear at all.

A retired model

A conversation saved with a model that no longer exists says so in place and continues on a named replacement. Nothing is lost, and you can pick a different model.

Voice will not start

The message names the cause: microphone denied, no microphone available, the browser cannot open a voice connection, or the connection failed or dropped. Grant the microphone permission in site settings, or try again on a network that allows the connection.

Search did not run

A web search that could not run shows as a failed search step in the reply, and the answer is written without live results. The model is told the search did not run and why, and is instructed to say which parts it could not confirm, so check the step before relying on anything time-sensitive. If the composer shows search as off for the model you picked, that model has no search path here, so pick one that has.

Searching your own conversations with Cmd/Ctrl+K reports a failed request as "Search failed. Please try again." If the search window itself cannot open, it shows "Search unavailable" instead; close it and open it again.

The help centre's search tells an index that could not be loaded apart from a query that matched nothing, so "nothing matched" really means nothing matched.

The CLI is coming soon, and these steps apply to an installed CLI.

agi login with no provider signs in to your AGI account. It shows a link and a code, opens the link in your browser, and waits while you approve the code there, signed in to the same account. If the wait stops with "Device code expired. Please run /login again." or "Authorization timed out", the code was not approved in time: run agi login again for a fresh one.

agi auth-status lists every credential the CLI holds and how each one authenticates; "No authentication configured." means nothing is stored yet. agi doctor runs the local preflight checks. The CLI keeps credentials in the operating system's credential store, or in owner-only files on Linux or when the keyring is turned off, and a credentials file that other accounts on the machine can read is refused, with the command that fixes it.

An extension will not connect

The Chrome extension is coming soon and the VS Code extension is coming soon. Until one is released there is no public build to connect, so use the web app.

Still stuck

Email contact@agiworkforce.com. Include your User ID from Settings, Account, and the Organization ID too if the problem is workspace-wide. The support page lists the available channels and response commitments.