Troubleshoot a task that cannot finish

Start with the last recorded action and its error. A model connection, an unreadable file, a denied permission, and a failed workflow need different fixes. Keep the original task open so its inputs and the steps already completed remain available.

The app will not install or open

Check that the installer matches your device: macOS Apple Silicon, Windows x64, or Linux x64. Download again from the official release page if the download was incomplete.

If your operating system or organization blocks the installer, note the exact message and ask your administrator or contact the team. Keep the normal security controls in place while the issue is investigated.

A model connection fails

Open Settings → Models and check the selected account. For your own keys, test the matching provider connection. Confirm the key is active, the provider account can use the selected model, and any configured base URL is correct.

A connection test checks access at that moment. A later task can still encounter a network interruption, provider limit, or unavailable model. Preserve the error and retry once the specific cause is resolved. Do not include the key in a screenshot or support message.

Proto cannot read a file

Confirm the file still exists at the named location and that your user account can open it. For legacy Office files, save a .docx, .xlsx, or .pptx copy. For password-protected documents, provide an accessible copy you are authorized to use.

For a large or scanned document, start with the pages relevant to the question. Ask Proto to identify unreadable sections. For spreadsheets, recalculate and save first if the problem is an old formula result rather than a missing cell.

An ERP.AI action is unavailable

Check the selected organization and app, then confirm your account can perform the action in ERP.AI. Review Settings → Security if the task involves deletion or changes to roles, access, or invitations. Those categories have separate controls.

If access is missing, resolve it with the app administrator. Changing the wording of the request cannot supply that access.

A workflow is saved but does not run

Ask Proto to inspect the existing workflow’s trigger, enabled state, provider connection, and most recent execution. A saved definition alone does not demonstrate a successful run. If the workflow awaits a provider credential or sign-in, complete that step before testing again.

Avoid creating a replacement workflow until you know whether the original was saved. For a timed-out send or write, check the destination before retrying so one intended action does not become two.

What to include in a support request

Share the Proto version, operating system and architecture, selected account type, exact error, and a short sequence that reproduces the problem. Include a small synthetic example when possible. Describe what completed before the failure and whether the destination already shows a change. Remove credentials and customer information from supporting material.