Find a Fix by Symptom
Find what you see, then follow the fix. If your problem is not here, solve it with AI.
Signing in
| What you see | What to do | More |
|---|---|---|
| Wrong password, or "account not found" | Check the Region. Your account belongs to one region: Singapore, Hong Kong or Indonesia | Sign-in Problems |
| Forgot the password | Click Forgot password? under the Sign in button | Sign-in Problems |
| Signed in, but no data | You may be in the wrong institution. Switch institution | Sign-in Problems |
| Never received the invitation email | Ask your institution administrator to send it again | Sign-in Problems |
| Chat says your Claude or Codex session expired | Sign in again under Settings › General › Models | Models and Reasoning Effort |
Chat and the AI
| What you see | What to do | More |
|---|---|---|
| Message shows Offline — sends automatically when the connection is back | Nothing. It sends when the network returns. Up to 10 messages can wait | Offline Queue and Retries |
| Status says Connection lost, reconnecting | Wait. It retries by itself | Offline Queue and Retries |
| Chat says the conversation was interrupted | Send your message again | Offline Queue and Retries |
| Chat says it can no longer restore its context | Start a new chat. The old messages stay readable | Offline Queue and Retries |
| The AI seems to have forgotten something from much earlier | Long chats are compacted. Repeat the detail, or start a new chat for a new topic | Long Chats and Automatic Compaction |
| The AI is waiting and nothing happens | Look for a card marked Waiting on you and answer it | Tool Steps, Approvals and Decisions |
| The AI went the wrong way | Type a correction while it works, or click Stop | Steering, Stopping and Taking Back |
Web pages
| What you see | What to do | More |
|---|---|---|
| The AI stopped at a sign-in, verification or payment page | Do that step yourself in the tab, then tell the AI to continue | Let the Agent Use Web Pages |
| A page does not load | Check the internet in another browser. If you use a proxy or VPN, check it is running or turn it off fully | Network and Proxy |
| The Care Workspace tab stays empty | Right-click the tab › Reload | Network and Proxy |
Skills and scheduled tasks
| What you see | What to do | More |
|---|---|---|
| The AI does not use your skill | Make the description say when to use it, in the words you type. Or run it directly with /name | What Makes a Good Skill |
| A skill you edited outside Cowork still behaves the old way | Ask the AI to "reload skills", or start a new chat | Built-in Skills |
| A scheduled task did not run | Tasks run only while Cowork is open. A missed time is not made up later | Scheduled Tasks |
Installing and updating
| What you see | What to do | More |
|---|---|---|
| Windows shows Windows protected your PC | Click More info › Run anyway | Windows Notes |
| Cowork disappeared when you closed the window (Windows) | It is still running in the system tray. Click the tray icon | Windows Notes |
| Not sure if you have the latest version | Open Settings › About. When a new version is ready, Update appears in the address bar | Install and Update |