Troubleshooting
Find your symptom in the table. Each entry names what to check and what to do next. For the ways to reach support, see Get help.
This page covers the Hyground web UI. For a reply that arrives but reads wrong, see Where answers go wrong.
| Symptom | What to do |
|---|---|
| Nothing happens after you send a message. | The agent may still write its reply. Enter then queues your message and marks it Queued. See Queue a message. |
| The reply stopped early. | Any user in a shared session can stop a reply. See Stop the agent's reply. A block titled Unable to process your message means the reply failed. Send your next message to continue. Contact your administrator if this repeats. |
| Hyground rejects a file you attach. | Hyground shows a warning that names the reason. A warning starts with File type not allowed or File already attached, or ends with exceeds 2 MB limit. See Which files can you attach?. |
| An attached file shows an error. | The upload failed. See Retry a failed upload. Contact your administrator if the upload keeps failing. |
| A tool call shows no result. | Reload the page: Hyground adds the responses when it loads the session. Without Show response after a reload, the tool ran and found nothing. An error text in Show response means the tool could not run. See Read what the tool returned and A tool fails. |
| Hyground shows Session Not Found. | The session does not exist, was deleted, or is not shared with you. Click Go to Home. Ask the owner to share the session. |
| An action fails after you confirm it. | You can only delete or unshare a session that you own. See What does the Sessions page show?. Ask the owner to run the action. A session that Hyground started has no owner. No user can unshare or delete it. See Who can see these sessions?. |
| The agent declines your request. | The agent works only with the tools that your installation provides. Ask the agent which of your systems it can reach. Contact your administrator to request another system. The agent also refuses a change to a system unless your administrator allowed that action. See Whose access the agent uses. |