Troubleshooting
Symptom to fix, across every surface. Find the message you are seeing, apply the fix, and get back to work.
Chat fixes
Chat, hosted or embedded.
| Symptom | Fix |
|---|---|
| A banner says: You’re offline. Some features may be unavailable. | Your browser lost its network connection, so hosted features pause. Restore the connection, then press Try reconnecting. The banner also clears itself the moment you are back online. |
| A full-screen ERROR page says: Something went wrong. | The page crashed and the recovery screen took over. Press Reload to reset the section you were in with fresh state, or Back to Home to start over from the root. If it keeps happening, expand the error details on that screen and paste them into a bug report. |
| A reply fails with: Our servers are under heavy load at the moment. | The model returned an empty or interrupted reply, so Wingman shows this banner instead of a blank answer. Retry the message — Axelera Auto also moves to a healthy model automatically when one keeps replying empty, so the next attempt usually succeeds. Within a single turn, Axelera Auto gives up on a model that has sent nothing for its first-reply budget and lets the next model answer in the same stream, and the abandoned attempt is never charged to your allowance; Axelera carries it. Sometimes the full reply arrives moments later; if the conversation still looks stuck, reload the page before retrying. |
| A reply shows the grey note: No response was returned. Try regenerating or rephrasing the message. | The model finished the turn without any text, which also happens when it declines a request. Regenerate the message, or rephrase it if the request may fall outside the usage policy. |
| A reply fails with: The request could not be completed. Please try again. | An Axelera-managed model could not answer this turn. Wingman shows only this sentence and keeps the provider error details on the server. Retry the message, and report the time and the model you used if it keeps failing. |
| A conversation is named Default Topic in the history sidebar or on the home screen. | The automatic title could not be generated when that chat started — usually the same temporary model hiccup as above. The conversation content is intact, and the same placeholder now appears everywhere that chat is listed rather than showing an empty row. Open the conversation’s ··· menu and choose Smart Rename to generate a title now, or Rename to type your own. |
| Chat asks me to sign in again or keeps signing me out. | Click the Wingman Home button at the top center, confirm the Account panel still says Signed in, and open Chat again. A fresh handoff usually recovers on its own. If the loop continues, report it: the hosted deployment may need attention. |
| Chat says my device list is empty, but axdevice sees my Axelera card. | That is expected: hosted Chat runs in the cloud and cannot see your computer, your Voyager SDK install, or your devices. Your local setup is fine. Open the desktop app and use Agent Dev for anything that touches the card; keep Chat for planning and knowledge. |
| An old bookmarked link opens somewhere unexpected. | Old /page/... links redirect automatically to the document’s current location. Nothing is lost — just update the bookmark to the address you land on. |
Desktop and dashboard fixes
Desktop app and dashboard.
| Symptom | Fix |
|---|---|
A screen says: Our servers are under heavy load, with error code BACKEND_UNREACHABLE. | The app could not reach the Axelera services at startup. Press Retry Connection to reload. If it persists, press Report Issue — the report carries redacted diagnostics that help us find the cause. |
| The dashboard goes black with a disconnect animation. | The live connection to the backend dropped. Move the mouse to reveal the controls and press Dismiss to continue, or wait — the screen recovers when the connection returns. |
| Agent Dev shows an expanded Fix now connection button. | Click Fix now. It walks through the exact repair: installing the missing CLI, signing in to it, or approving the Wingman connection in your browser. A compact green dot means the selected provider is ready; a compact amber dot opens diagnostics for an inconclusive check. |
| A dashboard page looks stuck or stale. | Press Ctrl + Shift + P and run Axelera: Reload Dashboard. It reloads the dashboard pages without restarting the app. |
| Local backend or Docker services are misbehaving. | Press Ctrl + Shift + P and run Axelera: Restart Backend & Docker, or use the restart icon in the Wingman sidebar title. It restarts the local services and reconnects the dashboard. |
| I need direct hardware execution. | Use the Linux app on a machine connected to Axelera silicon. Browser chat can plan the work, but it does not run device pipelines. |
Account, tool, and provider fixes
Accounts, tools, and providers.
| Symptom | Fix |
|---|---|
| My assistant cannot see Wingman tools. | Confirm the hosted MCP server is registered in Claude, Codex, or Gemini, then complete the browser authorization prompt. |
| The app opens but context is missing. | Check Library and memory settings. Add the project files or documents you want Wingman to use. |
| A provider or model is unavailable. | Open Settings, then provider or service model settings. Confirm credentials, scopes, and organization access. |
| A reply is refused with: Your credits are used up for this period. | The account has spent its credits. Open Settings, then Credits, to see your grants and when they renew. Axelera Mercury 1.0 keeps answering without using credits, a provider you configured with your own API key is unaffected, and your Axelera contact can add a top-up. |
| Replies come from Axelera Mercury 1.0 although the team still has credits. | The account still has credits, but this seat has reached the monthly cap set for it and may not draw more of them this month, so your requests continue on Axelera Mercury 1.0, which draws on no credits, and Chat says so in the line above the message box. The cap resets at the start of each month, and your account administrator can raise it before then. Settings, then Credits, shows the cap and what you have used against it. |
| A reply says Axelera Mercury 1.0 has reached its fair-use limit for today. | Free Axelera Mercury 1.0 chat has a daily ceiling that resets at 00:00 UTC. It is the same on every plan and is set high enough that ordinary use never meets it. Axelera Venus 1.0 and Axelera Earth 1.0 draw on credits and are available now. |
| A reply is refused with: This conversation is longer than your remaining credits can fund in one turn. | The context this turn would send costs more than the credits left on the account can cover, so nothing was sent and nothing was charged. Start a new chat with less context, or add credits. A long conversation or a long Agent Dev session on Axelera Venus 1.0 or Axelera Earth 1.0 is refused only for this reason; the size of one turn is no longer capped while the account can fund it. |
| A request on Axelera Mercury 1.0 is refused for costing more credits than one turn may spend. | Free Axelera Mercury 1.0 chat has a fixed per-turn size, so a very long prompt is not sent and nothing is charged. Shorten it, start a new chat, or switch to Axelera Venus 1.0 or Axelera Earth 1.0, which draw on credits and are not held to that size. |