Troubleshooting Decision Tree

Use this page when something looks wrong and you do not yet know whether the cause is plan limits, a client, permissions, runtime, Live Map, or account security.

Start with the visible symptom. A good troubleshooting path changes one thing at a time and checks the result before moving on.

Start Here If

• you only know the symptom;
• search gave you several possible pages;
• you are not sure whether the issue belongs to Billing, Clients, Permissions, Runtime, Live Map, or Profile;
• you need a single next page before changing settings.

Last reviewed

April 26, 2026. Review this page when troubleshooting ownership, product status labels, or first-response paths change.

Start with the symptom, choose the owner page, then collect context only if the issue remains.

Guided Troubleshooter

Use the tool below when you want the next page without reading the whole table.

Choose the symptom closest to what you see.

A button is lockedMy client is offlineAccess is deniedLive Map looks wrongLanguage or voice is wrongSecurity blocked me

Next Page

Pick a symptom to see the owner page and first check.

Prepare a help request

First Question

flowchart TD
  Symptom((Visible symptom)) --> Locked{Is an action locked?}
  Locked -->|Yes| Billing[Open Billing]
  Locked -->|No| ClientState{Is a client missing, offline, or stale?}
  ClientState -->|Yes| Clients[Open Clients]
  ClientState -->|No| Access{Is access too wide or too narrow?}
  Access -->|Yes| Permissions[Open Permissions]
  Access -->|No| Runtime{Are language, location, speech, or skills unexpected?}
  Runtime -->|Yes| RuntimePage[Open Runtime]
  Runtime -->|No| Map{Is Live Map different from Dashboard?}
  Map -->|Yes| LiveMap[Open Live Map]
  Map -->|No| Profile{Is a connection file or sign-in blocked?}
  Profile -->|Yes| ProfilePage[Open Profile]
  Profile -->|No| Notes[Collect names, status, page, and time]

  classDef start fill:#171d25,stroke:#818dd1,color:#e8edf5,stroke-width:2px
  classDef decision fill:#211b2c,stroke:#d37784,color:#e8edf5,stroke-width:2px
  classDef page fill:#141d2c,stroke:#6170c0,color:#e8edf5,stroke-width:2px
  classDef done fill:#10251f,stroke:#2ea47f,color:#e8edf5,stroke-width:2px
  class Symptom start
  class Locked,ClientState,Access,Runtime,Map,Profile decision
  class Billing,Clients,Permissions,RuntimePage,LiveMap,ProfilePage page
  class Notes done

Symptom Table

Symptom you can see	First page	What to check
Button is locked or disabled	Billing	Plan, current usage, feature availability, and help options.
Cannot create a hub	Billing	Hub limit, address access, paid skills, and plan messages.
Client offline or not connected	Clients	Active state, hub choice, connection file, and last update.
Connection file missing or exposed	Clients	Whether to re-download, pause, lock, or recreate the client.
Access too wide or too narrow	Permissions	Linked clients, allowed actions, blocked actions, and purpose.
Wrong language or wrong location	Runtime	Skill set assignment and runtime config for the affected hub.
Live Map is stale or missing a client	Live Map	Connected, stale, missing, and warning states.
Account blocks connection file access	Profile	Two-step sign-in, sessions, and recovery codes.

Branch Checks

Locked action

1. Open Billing.
2. Read the plan card and the message beside the locked action.
3. Compare current usage with the limit.
4. Return to the original page only after you know the plan allows the action.

Client state

1. Open Clients.
2. Confirm the client exists, is active, and is attached to the expected hub.
3. Confirm the connection file is in the right place and has not been exposed.
4. Check Permissions before assuming Live Map is wrong.

Access mismatch

1. Open Permissions.
2. Read the permission set name and linked clients.
3. Confirm allowed actions are narrow.
4. Split unrelated clients into separate permission sets.

Runtime mismatch

1. Open Skills and find the skill set assigned to the hub.
2. Open Runtime config for that skill set.
3. Check language, location, speech, and blocked skills.
4. Save only the smallest change needed, then check Dashboard and Live Map.

Live status

1. Open Dashboard and note the attention item.
2. Open Live Map and find the hub or client.
3. Compare connected, stale, missing, and warning states.
4. Move back to Clients or Permissions based on the state.

Evidence to Capture

Before asking for help, collect:

• the page where you saw the issue;
• the hub, client, or permission set name;
• the visible status text;
• whether Dashboard and Live Map agree;
• the last time you refreshed or retried;
• whether a plan message or account security message appeared.

Caution

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

Done When

Troubleshooting is done when the symptom belongs to one clear owner page and the next action is specific.

1. Name the symptom. Use the words shown in the product.
2. Choose the first page. Start with the table above.
3. Check the item. Use the item name and visible status.
4. Move only when the page looks correct. Then use Common Issues for the next check.

Open common issues