When the desk will not connect

Opening an app's session normally shows a short wait and then your app. If it stops with a message instead, the desk is telling you something it cannot sort out by itself. Each message below means one thing and has one next step.

The session is not running

The session is not running. appears in the middle of the page with Retry and Back. Select Retry — it is safe, and nothing you have built is affected.

This means the desk could not bring the app's session up. There are two common causes, and the line under the message tells you which one you got: fetching your app's files took too long, or they did not arrive. Both are temporary and both are worth another attempt. If it happens twice in a row, Get help and report a problem.

A rarer line says the app's workspace has files but no usable project. AppHandle stopped instead of deleting the only copy of your work. Nothing is lost, but the session cannot start on its own: Get help and report a problem and we will repair the workspace.

Your session is already open

Your session is already open with "Try again in a moment." and Retry. This app's session is already running somewhere — most often in another tab or window of your own. Nothing is wrong with your app and there is nothing to change on your side; close the other tab if you have one, or wait a moment and select Retry.

This app is open as someone else

This app is open as someone else means another person is working in this app's session right now. Only one person works in a live session at a time, so that the work and the minutes are counted under the right name.

If you meant to be the one working, select Take over this session. Taking it over ends the session that is open now and starts a fresh one for you; your code and the conversation stay. Be aware of what that does to the other person: taking the session over stops what they were doing in it. If you are not sure, wait and try again later instead.

Connecting to the agent…

Connecting to the agent… and Reconnecting to the agent… appear as a quiet line at the top of the chat while the desk re-establishes its link. Reconnecting is normal after a reload, a dropped connection, or a brief interruption, and the desk keeps trying on its own.

If you type while it is reconnecting, the desk keeps what you wrote and tells you so: "Not connected to the agent. Your message is still in the box; it will send once the connection is back." You do not need to copy it anywhere or send it again.

Preview unavailable

Preview unavailable with "You do not have access to this app's live preview. Reload the page to sign in again." means the desk is no longer signed in as someone who can see this app. Reload the page and sign in again if you are asked to.

This is not a build in progress, so waiting will not change it.

The Issues card on the app page

The app's page has an Issues card: "Problems the platform detected with this app — failed saves, paused schedules, and similar." When there is nothing to report it says "No issues detected. We'll list problems here when something needs your attention."

Read anything that appears there. It is where the platform puts the things it noticed and could not finish by itself, for example:

A save of your latest changes that has not gone through yet (the desk keeps trying, and the line says whether anything is needed from you).
A scheduled job that kept failing or was refused, so it stopped running.
A file that was too large to be saved with your app, so it was left out.
A domain claim that expired before it was verified, which frees the address for someone else to claim.

Each line carries its own explanation, a count when it has happened more than once, and the time it was last seen. The ✕ beside a line clears it once you have read it — clearing it does not fix anything, so read first.

When publishing fails

Publishing builds the app and then puts the new version live. When that does not go through, the publish panel shows The build failed. or Deploy failed. Try again., and we email you about it.

The build failed. The version that was already live stays live, so visitors keep seeing your last working app. Nothing is lost: publish again once the app builds. If the app is not building at all, start with When a build does not work.
Deploy failed. Try again. This is also what you get when the app is not open in a session — publishing needs the app's session to be running. Open the app, wait for it to come up, then publish again.

For what the addresses and access settings mean, see Publish your app and A published app will not open.

If none of this resolves it, Get help and report a problem.