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Troubleshooting

When an error appears, do not repeat the action. Save the first error message and screen, then look below.

The first error is often the most useful clue. Repeated attempts can bury it under later errors. Find your symptom below. If unresolved, prepare the details at the end and contact us.

Three first checks

  1. Capture the first error message and screen.
  2. Check internet connectivity and administrator access.
  3. Close the center completely and relaunch once.

Installation

The installer appears stuck

Progress can pause while components download. If it does not move after a few minutes, check the internet connection. Do not repeatedly rerun installation. Save the screen and time, then contact us.

Administrator access is denied

Installation needs permission to install software and Windows services. Check that you selected Yesin the permission prompt. On a company PC, use an administrator account or ask IT.

Security software blocks installation

For the official installer, allow service registration. If the source is uncertain, do not run the file; delete it.

The PC shut down during installation

Run the same installer again. Existing components are skipped. To be confirmed Rerun behavior will be verified against the final build.

Authorization and tokens

The verification email has not arrived

Check spam and the email address for typos. If another request after a few minutes still fails, try another address or contact us.

TurtleGate connection or token error

Do not paste tokens into chat or support requests. Check the network and that the entire token was copied correctly, including accidental leading/trailing spaces. Save the first error and failure time, then contact us.

It says Already signed in

One email ID can sign in to only one center at a time. Close the center on the other computer first.

The authorization server is unreachable

The center waits for authorization and retries when connectivity returns. Check internet and firewall access and wait briefly. The team connection service does not open during this time.

It says the free trial has already ended

The trial is available once per email ID for its lifetime. Changing PCs does not restart it for that ID. To continue, see Pricing.

Using the center

The center opens but the team is missing

Check authorization and the connection service, then close and reopen the center.

The agent indicator is red

Red means that agent's work failed. Check its latest room message and, if needed, use Stop and Resetto restart. All indicator meanings are in Screen-by-screen help.

An agent does not reply

Check its state. Green (working) may mean a lengthy task; gray (off) means it is not running. If unresponsive for a long time, stop it and try speaking again.

It repeats itself or forgets earlier context

Long working context can make an agent lose earlier information. Resetto clear the conversation and have it reread records. Keep important decisions recorded.

The record room will not open

Check whether it fails both initially and when reopened. Save the first error. Do not attach data files to email or chat.

Settings disappeared after restarting

Installation may be incomplete or permissions insufficient. Installation Step 2and check again before contacting us.

External connections (optional)

ngrok authentication token error

Do not post the token. Copy it again from the ngrok dashboard or issue a replacement, enter it, and save the first error text.

Connection test fails

Installation Step 4to check the sequence: install, obtain token, enter it in the center, test. External access is optional if you do not use it.

Other known issues

  1. Codex rejects center record creation/search (reported OpenAI-side issue)

    Posted: 2026-11-04 · Status: Confirmed; workaround under test

    Symptom: Creating or searching center records from Codex is rejected with Parameters failed connector schema validation … pattern '\S' . Values of two or more characters, such as titles, authors, trace IDs, and queries, are blocked. The same functions work in ChatGPT and Claude.

    Cause: The OpenAI app-connector validation server misinterprets the input rule \S(one or more non-whitespace characters) as allowing one character only. The request is blocked before reaching TurtleCenter Edge. Old Edge input rules retained by the OpenAI app are involved. Current Edge has no \S rule.

    Reported to OpenAI: OpenAI Codex issue #55107 · Filed October 18, 2026; unresolved

    Action: Refreshing the app resolved ChatGPT. For Codex, a direct Edge connection that bypasses the OpenAI app is under test. Results will be added here.

If you still need help

Ask a questionto contact us. Include the time, Windows and TurtleCenter versions, first error, last step before failure, and screenshot to speed investigation. Do not send passwords, tokens, API keys, sign-in credential files, or original databases.