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docs: add symptom-first troubleshooting hub and deep runbooks (#11196)
* docs(troubleshooting): add symptom-first troubleshooting runbooks * docs(troubleshooting): fix approvals command examples * docs(troubleshooting): wrap symptom cases in accordions * docs(automation): clarify userTimezone missing-key behavior * docs(troubleshooting): fix first-60-seconds ladder order
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Seb Slight
@@ -1,98 +1,265 @@
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---
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summary: "Troubleshooting hub: symptoms → checks → fixes"
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summary: "Symptom first troubleshooting hub for OpenClaw"
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read_when:
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- You see an error and want the fix path
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- The installer says “success” but the CLI doesn’t work
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- OpenClaw is not working and you need the fastest path to a fix
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- You want a triage flow before diving into deep runbooks
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title: "Troubleshooting"
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---
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# Troubleshooting
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If you only have 2 minutes, use this page as a triage front door.
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## First 60 seconds
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Run these in order:
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Run this exact ladder in order:
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```bash
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openclaw status
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openclaw status --all
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openclaw gateway probe
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openclaw logs --follow
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openclaw gateway status
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openclaw doctor
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openclaw channels status --probe
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openclaw logs --follow
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```
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If the gateway is reachable, deep probes:
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Good output in one line:
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```bash
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openclaw status --deep
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- `openclaw status` → shows configured channels and no obvious auth errors.
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- `openclaw status --all` → full report is present and shareable.
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- `openclaw gateway probe` → expected gateway target is reachable.
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- `openclaw gateway status` → `Runtime: running` and `RPC probe: ok`.
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- `openclaw doctor` → no blocking config/service errors.
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- `openclaw channels status --probe` → channels report `connected` or `ready`.
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- `openclaw logs --follow` → steady activity, no repeating fatal errors.
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## Decision tree
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```mermaid
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flowchart TD
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A[OpenClaw is not working] --> B{What breaks first}
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B --> C[No replies]
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B --> D[Dashboard or Control UI will not connect]
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B --> E[Gateway will not start or service not running]
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B --> F[Channel connects but messages do not flow]
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B --> G[Cron or heartbeat did not fire or did not deliver]
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B --> H[Node is paired but camera canvas screen exec fails]
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B --> I[Browser tool fails]
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C --> C1[/No replies section/]
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D --> D1[/Control UI section/]
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E --> E1[/Gateway section/]
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F --> F1[/Channel flow section/]
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G --> G1[/Automation section/]
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H --> H1[/Node tools section/]
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I --> I1[/Browser section/]
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```
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## Common “it broke” cases
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<AccordionGroup>
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<Accordion title="No replies">
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```bash
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openclaw status
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openclaw gateway status
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openclaw channels status --probe
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openclaw pairing list <channel>
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openclaw logs --follow
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```
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### `openclaw: command not found`
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Good output looks like:
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Almost always a Node/npm PATH issue. Start here:
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- `Runtime: running`
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- `RPC probe: ok`
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- Your channel shows connected/ready in `channels status --probe`
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- Sender appears approved (or DM policy is open/allowlist)
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- [Install (Node/npm PATH sanity)](/install#nodejs--npm-path-sanity)
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Common log signatures:
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### Installer fails (or you need full logs)
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- `drop guild message (mention required` → mention gating blocked the message in Discord.
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- `pairing request` → sender is unapproved and waiting for DM pairing approval.
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- `blocked` / `allowlist` in channel logs → sender, room, or group is filtered.
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Re-run the installer in verbose mode to see the full trace and npm output:
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Deep pages:
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```bash
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curl -fsSL https://openclaw.ai/install.sh | bash -s -- --verbose
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```
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- [/gateway/troubleshooting#no-replies](/gateway/troubleshooting#no-replies)
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- [/channels/troubleshooting](/channels/troubleshooting)
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- [/start/pairing](/start/pairing)
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For beta installs:
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</Accordion>
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```bash
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curl -fsSL https://openclaw.ai/install.sh | bash -s -- --beta --verbose
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```
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<Accordion title="Dashboard or Control UI will not connect">
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```bash
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openclaw status
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openclaw gateway status
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openclaw logs --follow
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openclaw doctor
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openclaw channels status --probe
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```
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You can also set `OPENCLAW_VERBOSE=1` instead of the flag.
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Good output looks like:
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### Gateway “unauthorized”, can’t connect, or keeps reconnecting
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- `Dashboard: http://...` is shown in `openclaw gateway status`
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- `RPC probe: ok`
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- No auth loop in logs
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- [Gateway troubleshooting](/gateway/troubleshooting)
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- [Gateway authentication](/gateway/authentication)
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Common log signatures:
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### Control UI fails on HTTP (device identity required)
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- `device identity required` → HTTP/non-secure context cannot complete device auth.
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- `unauthorized` / reconnect loop → wrong token/password or auth mode mismatch.
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- `gateway connect failed:` → UI is targeting the wrong URL/port or unreachable gateway.
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- [Gateway troubleshooting](/gateway/troubleshooting)
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- [Control UI](/web/control-ui#insecure-http)
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Deep pages:
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### `docs.openclaw.ai` shows an SSL error (Comcast/Xfinity)
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- [/gateway/troubleshooting#dashboard-control-ui-connectivity](/gateway/troubleshooting#dashboard-control-ui-connectivity)
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- [/web/control-ui](/web/control-ui)
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- [/gateway/authentication](/gateway/authentication)
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Some Comcast/Xfinity connections block `docs.openclaw.ai` via Xfinity Advanced Security.
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Disable Advanced Security or add `docs.openclaw.ai` to the allowlist, then retry.
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</Accordion>
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- Xfinity Advanced Security help: [https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security](https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security)
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- Quick sanity checks: try a mobile hotspot or VPN to confirm it’s ISP-level filtering
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<Accordion title="Gateway will not start or service installed but not running">
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```bash
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openclaw status
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openclaw gateway status
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openclaw logs --follow
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openclaw doctor
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openclaw channels status --probe
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```
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### Service says running, but RPC probe fails
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Good output looks like:
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- [Gateway troubleshooting](/gateway/troubleshooting)
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- [Background process / service](/gateway/background-process)
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- `Service: ... (loaded)`
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- `Runtime: running`
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- `RPC probe: ok`
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### Model/auth failures (rate limit, billing, “all models failed”)
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Common log signatures:
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- [Models](/cli/models)
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- [OAuth / auth concepts](/concepts/oauth)
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- `Gateway start blocked: set gateway.mode=local` → gateway mode is unset/remote.
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- `refusing to bind gateway ... without auth` → non-loopback bind without token/password.
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- `another gateway instance is already listening` or `EADDRINUSE` → port already taken.
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### `/model` says `model not allowed`
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Deep pages:
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This usually means `agents.defaults.models` is configured as an allowlist. When it’s non-empty,
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only those provider/model keys can be selected.
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- [/gateway/troubleshooting#gateway-service-not-running](/gateway/troubleshooting#gateway-service-not-running)
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- [/gateway/background-process](/gateway/background-process)
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- [/gateway/configuration](/gateway/configuration)
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- Check the allowlist: `openclaw config get agents.defaults.models`
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- Add the model you want (or clear the allowlist) and retry `/model`
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- Use `/models` to browse the allowed providers/models
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</Accordion>
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### When filing an issue
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<Accordion title="Channel connects but messages do not flow">
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```bash
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openclaw status
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openclaw gateway status
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openclaw logs --follow
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openclaw doctor
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openclaw channels status --probe
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```
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Paste a safe report:
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Good output looks like:
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```bash
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openclaw status --all
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```
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- Channel transport is connected.
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- Pairing/allowlist checks pass.
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- Mentions are detected where required.
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If you can, include the relevant log tail from `openclaw logs --follow`.
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Common log signatures:
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- `mention required` → group mention gating blocked processing.
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- `pairing` / `pending` → DM sender is not approved yet.
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- `not_in_channel`, `missing_scope`, `Forbidden`, `401/403` → channel permission token issue.
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Deep pages:
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- [/gateway/troubleshooting#channel-connected-messages-not-flowing](/gateway/troubleshooting#channel-connected-messages-not-flowing)
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- [/channels/troubleshooting](/channels/troubleshooting)
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</Accordion>
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<Accordion title="Cron or heartbeat did not fire or did not deliver">
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```bash
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openclaw status
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openclaw gateway status
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openclaw cron status
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openclaw cron list
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openclaw cron runs --id <jobId> --limit 20
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openclaw logs --follow
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```
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Good output looks like:
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- `cron.status` shows enabled with a next wake.
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- `cron runs` shows recent `ok` entries.
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- Heartbeat is enabled and not outside active hours.
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Common log signatures:
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- `cron: scheduler disabled; jobs will not run automatically` → cron is disabled.
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- `heartbeat skipped` with `reason=quiet-hours` → outside configured active hours.
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- `requests-in-flight` → main lane busy; heartbeat wake was deferred.
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- `unknown accountId` → heartbeat delivery target account does not exist.
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Deep pages:
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- [/gateway/troubleshooting#cron-and-heartbeat-delivery](/gateway/troubleshooting#cron-and-heartbeat-delivery)
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- [/automation/troubleshooting](/automation/troubleshooting)
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- [/gateway/heartbeat](/gateway/heartbeat)
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</Accordion>
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<Accordion title="Node is paired but tool fails camera canvas screen exec">
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```bash
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openclaw status
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openclaw gateway status
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openclaw nodes status
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openclaw nodes describe --node <idOrNameOrIp>
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openclaw logs --follow
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```
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Good output looks like:
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- Node is listed as connected and paired for role `node`.
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- Capability exists for the command you are invoking.
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- Permission state is granted for the tool.
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Common log signatures:
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- `NODE_BACKGROUND_UNAVAILABLE` → bring node app to foreground.
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- `*_PERMISSION_REQUIRED` → OS permission was denied/missing.
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- `SYSTEM_RUN_DENIED: approval required` → exec approval is pending.
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- `SYSTEM_RUN_DENIED: allowlist miss` → command not on exec allowlist.
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Deep pages:
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- [/gateway/troubleshooting#node-paired-tool-fails](/gateway/troubleshooting#node-paired-tool-fails)
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- [/nodes/troubleshooting](/nodes/troubleshooting)
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- [/tools/exec-approvals](/tools/exec-approvals)
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</Accordion>
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<Accordion title="Browser tool fails">
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```bash
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openclaw status
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openclaw gateway status
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openclaw browser status
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openclaw logs --follow
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openclaw doctor
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```
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Good output looks like:
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- Browser status shows `running: true` and a chosen browser/profile.
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- `openclaw` profile starts or `chrome` relay has an attached tab.
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Common log signatures:
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- `Failed to start Chrome CDP on port` → local browser launch failed.
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- `browser.executablePath not found` → configured binary path is wrong.
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- `Chrome extension relay is running, but no tab is connected` → extension not attached.
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- `Browser attachOnly is enabled ... not reachable` → attach-only profile has no live CDP target.
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Deep pages:
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- [/gateway/troubleshooting#browser-tool-fails](/gateway/troubleshooting#browser-tool-fails)
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- [/tools/browser-linux-troubleshooting](/tools/browser-linux-troubleshooting)
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- [/tools/chrome-extension](/tools/chrome-extension)
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</Accordion>
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</AccordionGroup>
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