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.
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 |
| Live view will not load | Watching a session |
| Signup waiting for a human | Taking over |
| Verification code never arrived | When a signup fails |
Provider unavailable. at checkout |
Service purchases |
| Charged but nothing delivered | Refunds and failed delivery |
| Signup never starts at all | The signup worker |
What to include when you ask
- The output of
citizenai status. - 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, a reveal link, or a checkout URL. citizenai status reports state without exposing any of them.
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