# Troubleshooting Decision Tree

> Choose the next troubleshooting page from one symptom.

Source: https://docs.thalovant.com/troubleshooting/decision-tree/

---
Use this page when you want one next step.

Start with the visible symptom. Change one thing at a time.

  <p><strong>Choose the closest symptom.</strong></p>
  
    <button type="button" aria-pressed="false" data-troubleshooter-choice data-result-title="Billing and Plans" data-result-href="/workspace/billing-and-plans/" data-result-summary="Start with Billing when the action is locked, disabled, unavailable, says upgrade required, or you cannot add another item.">A button is locked</button>
    <button type="button" aria-pressed="false" data-troubleshooter-choice data-result-title="Connections" data-result-href="/concepts/clients/" data-result-summary="Start with Connections when the client is offline, cannot connect, disappeared, or setup material is missing.">My client is offline</button>
    <button type="button" aria-pressed="false" data-troubleshooter-choice data-result-title="Access rules" data-result-href="/concepts/access-rules/" data-result-summary="Start with Access rules when access is denied, blocked, too wide, too narrow, or the client can do too much.">Access is denied</button>
    <button type="button" aria-pressed="false" data-troubleshooter-choice data-result-title="Topology" data-result-href="/concepts/topology/" data-result-summary="Start with Topology when the map is stale, empty, not showing an item, or Dashboard and Topology disagree.">Topology looks wrong</button>
    <button type="button" aria-pressed="false" data-troubleshooter-choice data-result-title="Runtime" data-result-href="/concepts/runtime/" data-result-summary="Start with Runtime when language, location, speech, voice, time zone, or blocked skill behavior looks wrong.">Language or voice is wrong</button>
    <button type="button" aria-pressed="false" data-troubleshooter-choice data-result-title="Profile and Security" data-result-href="/account/profile-security/" data-result-summary="Start with Profile when two-step sign-in, recovery codes, active browsers, or connection file access blocks you.">Security blocked me</button>
  
  
    <h2 data-troubleshooter-title>Next Page</h2>
    <p data-troubleshooter-output>Pick a symptom to see the owner page and first check.</p>
    <a className="docs-troubleshooter-link" data-troubleshooter-link href="/account/get-support/">Prepare a support request</a>
  

## Fast Table

| Symptom you can see | First page | What to check |
| --- | --- | --- |
| Button is locked or disabled | [Billing](/workspace/billing-and-plans/) | Plan, current usage, feature availability, and help options. |
| Cannot create a hub | [Billing](/workspace/billing-and-plans/) | Hub limit, address access, paid Skill Store access, and plan messages. |
| Client offline or not connected | [Connections](/concepts/clients/) | Active state, hub choice, setup link, and last update. |
| Setup link expired or exposed | [Connect a Client](/manage/connect-a-client/) | Whether to create a fresh one-time setup link. |
| Connection file missing or exposed | [Connections](/concepts/clients/) | Whether to re-download, pause, lock, or recreate the client. |
| Access too wide or too narrow | [Access rules](/concepts/access-rules/) | Linked clients, allowed actions, blocked actions, and purpose. |
| Skill, runtime, or hub update available | [Manage Updates](/manage/manage-updates/) | Update owner, release target, sync state, and Billing access. |
| Wrong language or wrong location | [Runtime](/concepts/runtime/) | Skill set assignment and runtime config for the affected hub. |
| Topology is stale or missing a client | [Topology](/concepts/topology/) | Connected, stale, missing, and warning states. |
| Account blocks connection file access | [Profile](/account/profile-security/) | Two-step sign-in, sessions, and recovery codes. |

## If It Still Fails

Collect:

- the page where you saw the issue;
- the hub, client, or access-rule set name;
- the visible status text;
- whether the [status page](https://status.thalovant.com/) shows an incident for broad issues;
- whether Dashboard and Topology agree;
- what you tried.

  Avoid changing plan, client, access rules, and runtime settings in the same pass. Multiple changes make the result hard to trust.

Prepare support request