Troubleshooting
Checks worth running before asking for help, roughly in the order they resolve things.
1. Is the runtime paired?
This is authoritative. What the agent believes about its own connection is not.
2. Is the machine awake?
Every connection is outbound from your machine. A sleeping laptop is an offline agent, and no amount of re-pairing fixes it.
3. Was the runtime restarted?
On Hermes, plugin tools load at startup. If tools are missing, quit completely and relaunch.
4. Is the CLI current?
Nothing updates itself. A machine keeps the version it installed until you run update, so a fix described in a release note is not on your machine until you fetch it.
Symptom index
| Symptom | Page |
|---|---|
| Agent shows offline | Reconnect or repair |
| Pairing link expired | Connect your agent |
| Tools missing in Hermes | Hermes setup and plugin tools |
| Cloud sign-in does not start | Cloud sign-in |
| Verification code never arrived | Email addresses |
Provider unavailable. at checkout |
Service purchases |
| Charged but nothing delivered | Refunds and failed delivery |
| Agent goes offline after an update | Reconnect or repair |
What to include when you ask
- The output of
citizenai statusandcitizenai version. - What you were doing, and what you expected instead.
- The agent involved, and the purchase if money is part of it.
Do not paste secrets
Never include a gateway token or a checkout URL. citizenai status reports state without exposing any of them.
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