# Troubleshooting and support

Diagnose the failing stage without repeated payments or destructive workarounds.

## Download or startup failure

Check architecture, full checksum, signature and release requirements. If a link requires access to a private source repository, report it: customers should not need that access. Never disable antivirus, sandboxing or signature verification just to launch an unverified build.

## Black viewport or tiny interface

Pause simulation. Confirm the world, floor and dependencies actually loaded, and that the camera looks at the scene. Check the renderer and driver separately from camera placement. On the native ARM64 launcher, `workcell-foundry run --ui-scale 125` increases interface size.

## AI cannot send or activate

Check network, secure credential storage and `/status`. A locked keyring, unavailable runtime, expired entitlement and quota exhaustion are different failures. Recheck a pending payment from the same installation. Do not keep buying subscriptions or substitute personal provider credentials.

## Send a useful private report

Use [Support](/support/) with app version, platform/architecture, the failing step, exact redacted error and expected result. Keep the private request reference and return to check the reply; support does not currently send email notifications. Do not send tokens, cards, personal data or proprietary projects.

## Security concerns

For suspected compromise or exposed credentials, use the [security reporting guidance](/security/). Stop sharing the affected credential and use authorized revocation. Do not post exploit details or customer information in a public issue.