Apps troubleshooting
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Most problems in the AI Agent apps come from the agent rather than the app: the agent is busy, installing an update, offline, or your account doesn't have access to it. So start by checking the agent's status in the AI Agent module in Performance Hub. If the agent itself has a problem, see Troubleshooting.
Installing
| Problem | What to do |
|---|---|
| Windows shows a SmartScreen warning when you run the installer | The installer isn't code-signed yet. Click More info, then Run anyway. See Install on Windows. |
| macOS asks whether you're sure you want to open the app | macOS asks this the first time you open any app downloaded from the internet. Click Open. |
| You have an Intel-based Mac | The Mac app is for Macs with Apple silicon only. On an Intel-based Mac, use your agent in Performance Hub in your browser. |
| The Windows app isn't the latest version | The Windows app doesn't update itself. Download the installer again and run it: it upgrades the app in place. |
Desktop app messages
| Message | What to do |
|---|---|
| No Agents yet: "Your Performance Hub account doesn't have access to any Agents. Ask your facility admin to add you." | Ask your facility administrator, or the agent's owner, to give you access. See Access control. |
| "That sign-in link has expired. Please sign in again." | Sign in again from the app. A sign-in started in the app has to be finished within 10 minutes. |
| "Could not open your browser to sign in." | Check that your computer has a default browser set, then click Open browser again. |
| "Could not reach Performance Hub. Check your connection." or "Performance Hub did not respond in time." | Check your internet connection, and any proxy or firewall your network uses, then try again. |
| "Your Performance Hub session has ended. Sign in again to continue." | Sign in again. Your chats are kept on the agent. |
| "This Agent is offline or still starting up. Check it is powered on and connected, then try again." | Check the agent's status in Performance Hub. For a Physical Agent, check its power and network. See The device shows Offline. |
| "This Agent is not connected to Performance Hub yet. Try again in a few minutes." | The agent was added or paired recently. Wait a few minutes, then try again. |
| Your Agent is installing an update | Nothing to do. The agent is back automatically in a few minutes. |
| "This Agent needs an update before the desktop app can use it." | The agent updates automatically. Try again later, or use the agent in Performance Hub in the meantime. See Software updates. |
| "You no longer have access to this Agent. Ask its owner or your facility admin." | Ask the agent's owner or your facility administrator for access. See Access control. |
| "This Agent is no longer registered with Performance Hub." | The agent was removed from Performance Hub. Choose another agent with Switch Agent. |
| "You can't manage this Agent's Connected Apps" | Your access to this agent doesn't include managing its connections. Ask the agent's owner or your facility administrator. |
| "AI models are temporarily unreachable — reconnecting automatically…" | Nothing to do. The agent reconnects by itself. |
iPhone app messages
| Message | What to do |
|---|---|
| No AI Agents available | Your account can't use any agents. Pair an agent with Performance Hub, or ask your administrator to give you access (see Access control), then tap Check Again. |
| "Sign-in was cancelled." or "Sign-in did not complete. Try again." | Tap Sign in with Performance Hub again and finish signing in. |
| "Your Performance Hub session expired. Sign in again." | Sign in again. |
| Cannot reach server: "Check that the AI Agent device is powered on and online." | Check the agent's status in Performance Hub. See The device shows Offline. |
| "The AI Agent is temporarily unreachable. It may be offline or installing an update — try again in a moment." | Wait a moment, then try again. |
| "The AI Agent took too long to respond…" | Check that the agent is online, then try again. |
| "The server endpoint was not found. The AI Agent may need a software update." | Update the agent from Performance Hub. See Software updates. |
| "This device is offline. Connect to the internet, then try again." | Your iPhone has no connection. Connect to Wi-Fi or mobile data. |
| "Offline - viewing cached version" | The app is showing what it saved earlier. It reconnects by itself when your iPhone is back online. |
Notifications don't arrive on iPhone
- Check that notifications are allowed for AI Agent in the iPhone's Settings.
- In the app's Settings, check Response Complete Alerts under Interaction.
- Check that the agent is online.
See also If notifications aren't arriving.
When to contact support
If an app still can't reach an agent that Performance Hub shows as online, contact support. Say which app and version you use (on iPhone, the App card in Settings shows the version), the agent's name and facility, the exact message, and roughly when it started.
Related pages
- AI Agent apps
- Desktop app (Mac and Windows)
- iPhone app
- Troubleshooting: problems with the agent itself