Troubleshooting

A model connection fails

Check the provider, key, base URL, exact model ID, account permission, quota, and network. A 401 or 403 usually needs credential or permission investigation; quota and rate-limit errors need an account or request-limit check. Do not treat every error as an invalid key.

A local CLI is not detected

Confirm the executable is installed, available to the desktop app, and usable from its own command-line environment. Finish its separate authentication flow, then return to OpenDesign and Rescan.

Media generation fails

Identify which media provider failed. Verify that service's credentials, supported model, available balance, and network independently of your chat model. Preserve the completed parts of the project.

The agent produced a plan but no artifact

Continue in the same project and ask it to create the editable files and requested output. A plan is useful for review, but it is not an exported artifact.

An animation plays, but there is no MP4

The editable source and rendered video are separate deliverables. Ask for the current source to be rendered to MP4 and wait for the actual video file. Avoid starting a second project just to finish a render.

The downloaded video still shows old content

Open the newly rendered MP4, check its filename and final scene, then download that file. Editing the HTML does not update an existing MP4 automatically.

Preview is silent

Check the player mute state and volume, then whether the source includes audio and the final MP4 contains an audio track. Browser autoplay restrictions may require a deliberate play click. A successful visual render does not prove audio was included.

Saving does not complete

Clicking Download is only the start of the save flow. Confirm the destination file exists and plays. If the system save window is unavailable, preserve the project and collect a screenshot of the window for support; do not mark the download as successful or regenerate the whole project unnecessarily.

A Cloud purchase or allowance is missing

Verify the signed-in account, workspace, selected model, and the purchase status. See Subscriptions and billing before making another payment.

What to include when asking for help

• App version and operating system.
• The creation type, current project, and exact step that failed.
• The error message and a redacted screenshot.
• Whether the problem affects the source preview, export, or both.
• The smallest reproducible action, without keys, passwords, or private files.

What does membership concurrency limit exceeded mean?

The plan’s simultaneous-agent limit has been reached. This does not by itself mean the key is invalid or credits are exhausted. Current individual limits are Go 10, Plus 20, and Pro/Max 30; verify current entitlements on the pricing page. Stop or wait for some tasks before retrying, including external API agents using the same account.

Long Working states or large HTML generations that stall

Website-clone jobs make multiple model and tool calls between visible messages; a long Working state alone does not prove a hang. Check whether messages, tool activity or files still change. If progress stops for a prolonged period, stop and retry. For a large HTML file that repeatedly stalls at one point, try another model or build it in smaller parts. Keep the source already produced.

Export diagnostics for support

Soon after the failure, open Settings → About and export logs or diagnostics. Include the app version, agent/model, exact error, reproduction steps, time and timezone. For usage disputes, also include the plan, workspace and Usage screenshot. Share these through private support channels; do not post account details, keys or unchecked logs publicly.