# Something is wrong

> Start from what you can see or hear, and open the one page that owns it.

Source: https://docs.thalovant.com/troubleshooting/symptom-index/

---
Start from the symptom, not the cause. Find the line that matches what you can
see or hear, open the one page it names, and change one thing at a time.

## It Does Not Answer Me

These are the common ones, most common first.

  **Check this first, on the phone.** Open **Settings → What's running**. It
  shows seven things in one list — your hub, Microphone, Wake word, Speech
  recognition, Voice, Notification, Background battery — and says which one is
  not ready. Most of the entries below are faster to confirm there than to
  diagnose by ear.

### Nothing happens when I say the wake word

**Cause.** The microphone isn't allowed, the wake word model didn't load, or
the phrase isn't reaching the detector clearly.

**Fix.** Open **Settings → What's running**. If **Microphone** says *Not allowed*,
tap it. If **Wake word** says *Not loaded*, close the app fully and open it
again. If both are ready, lower **How sure it must be** — lower wakes more
easily and hears its name from further away.

**Verify.** Say "Hey Jarvis" from about a metre away. The screen shows it's
listening, and it beeps if **Beep when it wakes** is on.

### It wakes up, then says nothing

**Cause.** The hub isn't admitting this connection yet, or isn't answering.

**Fix.** If you created the connection in the last two minutes, wait — a new
connection takes about ninety seconds to reach the hub, and during that window
the device is paired and the hub still refuses it. After that, open
**Settings → What's running** and read **Your hub**: *Not answering* is a hub
problem, *Not paired yet* is a setup problem. For a hub that isn't answering,
check [Topology](/concepts/topology/); for one that refuses a paired device,
check [Access rules](/concepts/access-rules/).

**Verify.** Ask "Hey Jarvis, what time is it?" — a question no configuration
can break.

### It answers, but in the wrong language

**Cause.** The language follows the hub's runtime setting and the client's own
setting, and those two can disagree.

**Fix.** Set the language on the client first — **Settings → Language** in the
app. If the answer is still wrong, the hub is answering in its own language:
open [Runtime](/concepts/runtime/).

**Verify.** Ask the same question twice and hear the same language both times.

### It wakes up when nobody spoke to it

**Cause.** The wake word threshold is low enough that speech from a television
or another conversation crosses it.

**Fix.** Raise **How sure it must be** in **Settings**. Higher ignores the
television at the cost of needing a clearer "Hey Jarvis".

**Verify.** Leave it in the room with the television for ten minutes and count
the wakes.

### It hears me but answers something unrelated

**Cause.** The sentence matched a different skill's phrasing, or the skill you
expected isn't installed on this hub.

**Fix.** Ask ["What can I say?"](/concepts/hub-intents/) — that page shows
everything this hub understands and the phrases that reach each skill. If the
skill you wanted isn't listed, it isn't installed.

**Verify.** Use a phrase from that list word for word, then vary it.

### I have to repeat myself in a noisy room

**Cause.** Distance and background noise, not a setting.

**Fix.** Within about two metres, speak at a normal volume, and pause briefly
after "Hey Jarvis" before the question. Lowering **How sure it must be** helps
at distance and costs you false wakes.

## Something in the Workspace Looks Wrong

| What you see | Open | Check first |
| --- | --- | --- |
| Button is locked or says upgrade required | [Billing](/workspace/billing-and-plans/) | Which allowance is full. The Free plan allows one connection and one API token. |
| Client is offline, missing, or not connected | [Connections](/concepts/clients/) | Active state, hub, setup link, and last update. |
| Topology is stale, empty, or missing a client | [Topology](/concepts/topology/) | Filters, connected state, and client health. |
| Permission denied, or a client has too much access | [Access rules](/concepts/access-rules/) | Allowed actions, blocked actions, and purpose. |
| Setup link expired | [Connect a Client](/manage/connect-a-client/) | Create a fresh one-time setup link. |
| Connection file is missing or exposed | [Connections](/concepts/clients/) | Re-download, pause, lock, or recreate the client. |
| Wrong language, location, or voice | [Runtime](/concepts/runtime/) | Skill set and runtime config. |
| Skill, runtime, or hub update available | [Manage Updates](/manage/manage-updates/) | Update owner and target. |
| Cannot create a hub or add another item | [Known Limits](/help/known-limits/) | Current limits. |
| Account or security blocked you | [Profile and Security](/account/profile-security/) | Two-step sign-in and active browser. |

## Something in Your Own Code Looks Wrong

| What you see | Open | Check first |
| --- | --- | --- |
| SDK or MCP fails while authenticating | [SDK Compatibility](/developers/sdks/#supported-versions) | Installed version, transport support, and the selected identity. |
| Client reports a changed hub identity | [Identity Files](/developers/identity-files/) | Confirm the change through support; do not delete the SDK's saved keys to bypass the error. |
| Separate apps using the same connection interrupt each other | [Connect a Client](/manage/connect-a-client/#connection-files) | Give independently running clients separate connection identities. |
| The hub refused `ovos.intent.list`, or an intent list has names but no sentences | [What Can I Ask?](/concepts/hub-intents/) | The connection's message types, and the hub's live state. |

## Several Things Are Down at Once

Check [status.thalovant.com](https://status.thalovant.com/) before changing
anything. If an incident is open, your setup isn't the problem and changing it
will only make the next check harder to read.

## Still Stuck?

Collect these first — a request with them usually gets one useful reply
instead of three clarifying ones:

- what you said or clicked, word for word;
- what happened instead, including the exact message on screen;
- the hub name and the connection name;
- when it last worked;
- for the phone app, a photo or screenshot of **Settings → What's running**.

Get support