Troubleshooting and getting help
Turn a confusing failure into a reproducible report.
Reviewed 6 October 2026 · 2 min read
Before you start
Start with the smallest reproduction. Screenshots help layout issues; errors and timestamps help runtime failures.
Exclude passwords, tokens and unrelated personal content.
Step by step
- Record device, OS, app version, mode and project.
- List steps, expected behavior and actual behavior.
- Attach a relevant screenshot or short log excerpt.
- Repeat the same reproduction after a focused recovery step.
Try this
Bug: Windows, Helios [version], Work mode. Open project A, hide workspace, switch to Chat and back. Expected hidden; actual reopened. Repeats every time. Trace saved state and test this sequence after fixing it.
Check the result
- The environment and feature are identified.
- Steps are short enough to repeat.
- The result includes limitations, not just “fixed”.
If something goes wrong
Offline computer: check power/connection. Input denied: check lock/permissions. Project 403: check account/membership. Blank preview: inspect process/port/console. Slow response: measure request/rendering.
For missing features, check availability before assuming corruption.
Ask Helios about Helios
The helios_docs tool searches the bundled product guides in Chat and Work. Ask how to import a project, configure permissions or use a connected computer. Documentation does not prove that a device is online or permitted; live device readiness must be checked separately.
Projects, Friends and settings metadata is preloaded after sign-in and cached. Local changes invalidate it; a periodic account-specific revision check detects project and collaboration changes on other devices. Conversation contents load on demand.