---
title: "Troubleshooting"
description: "What to do when Codewhale shows a problem, starting from the words on screen, on the desktop and on your phone."
works_on: [desktop, phone]
---

# Troubleshooting

Start from what you see.

**Works on:** the desktop app and the phone app. Web: not available yet.

## "Codewhale may still be open on “…”."

![Codewhale may still be open on “old-laptop.local”, with Open here and Quit](images/startup-open-elsewhere.png)

Codewhale found signs that it's open on a computer with that name. That
happens when it didn't close cleanly before this computer's name changed,
or when your files are shared with another computer. If Codewhale isn't
open there, choose **Open here**. If it is, choose **Quit**, quit it on that
computer, and open it here again.

A second copy you open while Codewhale is already running brings the open
window forward instead.

## "Codewhale couldn’t open."

"Another copy may still be starting. Try again in a moment." Choose
**Quit** and open Codewhale again in a moment.

## "Codewhale can't open this folder."

This shows on the launch card, marked Blocked, with the reason under it. It
means Codewhale couldn't start working in this folder, for example because
another copy of Codewhale is using it. Press **Choose another folder**, or
act on the reason:

| Reason under the heading | What to do |
| --- | --- |
| "Another Codewhale is already running, in a window or a terminal. Quit it, then retry." | Quit the other Codewhale, then open this one again. |
| "The operating system blocked access to the app’s files. Check the app’s folder access, then try again." | Allow Codewhale to use its folders in your system's privacy settings, then open it again. |
| "Another Codewhale session is already working in this folder, maybe in a terminal. Close it, or open a different folder." | Close Codewhale in the other window or terminal. |
| "The workspace stopped three times in a minute. Try again; your history is kept." | Quit Codewhale and open it again. Your conversations stay. |
| "Codewhale could not start." or "Codewhale is not responding." | Quit Codewhale and open it again. If it keeps happening, see [Diagnostics](diagnostics.md). |

## "Reconnecting" under the composer

Codewhale lost its connection to the work in this window and is starting it
again by itself, usually within a few seconds. The conversation picks up
where it was; you don't need to do anything. A reply that was being written
may end with "This reply stopped early"; send the message again if you need
the rest.

If it stops three times within a minute, Codewhale stops trying and shows
"The workspace stopped three times in a minute. Try again; your history is
kept." Quit Codewhale and open it again.

## "Codewhale was updated. Reload to continue."

Codewhale was updated while it was open. Press **Reload**. Your
conversations stay.

## "Connect a model to start."

No model is connected yet. See [Connect a model](models.md).

## "Stop running tasks and quit?"

Something is still working when you quit: a reply, a helper agent or a
command. Choose **Stop and quit** to stop it, or **Cancel** to let it
finish.

## "This window stopped unexpectedly."

"Your conversations are safe. Reload to keep working." Choose **Reload**. If
it keeps happening, choose **Copy diagnostics** and send the report to
support. See [Diagnostics](diagnostics.md).

## "This window isn't responding."

Choose **Wait** to give it time, or **Reload**. Your conversations are safe.

## "Codewhale ran into a problem and needs to restart."

Choose **Restart**. To tell support, choose **Copy diagnostics** first.

## A message isn't sent while an update waits

You chose to update when the current work finishes, so new work waits until
Codewhale restarts: "Codewhale updates when the current work finishes. New
work waits until then." Your message stays in the composer; send it after
the restart. See [Updates](updates.md).

## "The download didn't match what was published, so Codewhale didn't keep it."

Codewhale threw the update away because it wasn't exactly what was
published. Choose **Try again**, or check for updates later. See
[Updates](updates.md).

## On the web

Not available yet.

## On your phone

| What you see | What to do |
| --- | --- |
| "Sign in to see your conversations" | You're signed out. Sign in from the prompt. See [Sign in](sign-in.md). |
| "Sign in again to keep going" | Your sign-in ran out. Sign in again; your conversations stay in your account. |
| "Couldn't load your conversations. Check your connection and try again." | Check your connection, then press **Try again**. |
| "This no longer needs an answer" on an approval | Someone already answered it, or the request ended. Press **Open conversation** to see what happened. |
| "Reconnecting" on an approval | The phone lost its connection for a moment and is getting it back. Wait a few seconds. |

More in [Codewhale on your phone](phone.md).

## Related

- [Get started](get-started.md)
- [Talk with the whale](conversation.md)
- [Diagnostics](diagnostics.md)
- [Updates](updates.md)

Previous: [Keyboard shortcuts](shortcuts.md) · Next: [Updates](updates.md)