# Troubleshooting (https://optakt.ai/docs/troubleshooting)

## The install stopped [#the-install-stopped]

The installer names the check that failed. Fix it and run `sudo optakt install` again (on a Mac, `optakt install`); it picks up where it stopped. The full log is in `/var/log/optakt-install.log`, or `~/Library/Logs/io.optakt.one/install.log` on a Mac.

## The bot doesn't answer [#the-bot-doesnt-answer]

- **It says *I don't know you yet*.** Link your Telegram account: admin app, Profile, `l`, then send the code to the bot. See [First conversation](/docs/first-conversation).
- **It says you are not a member.** An admin of the agent scope adds you under Members.
- **In a group,** mention the bot (`@your_bot`); other messages, replies to the bot included, are read as context only. The bot must be an administrator of the group. See [Spaces and teams](/docs/spaces).
- **Nothing at all.** Check that the service runs:

  ```bash
  systemctl status optakt-one
  journalctl -u optakt-one --since "-15 min"
  ```

  On a Mac, the logs are in `~/Library/Logs/io.optakt.one`.

## The service doesn't start [#the-service-doesnt-start]

The service checks its licence when it starts, and does not run without a valid one. The log says why. If a refused or expired key prevents it starting, rerun `curl -fsSL https://get.optakt.ai | bash`: the bootstrap asks for a replacement key. If the service is still running, replace it in the admin app under Settings with `l`. For a new key, write to [max@optakt.io](mailto:max@optakt.io).

## The licence has no room [#the-licence-has-no-room]

Creating a user, an agent scope or a space beyond what your licence allows is refused, with the limit named. Nothing that exists is removed. Archived ones count until they are deleted. See [Plans and licences](/docs/plans).

## A file arrives without a preview [#a-file-arrives-without-a-preview]

The converter for that file type failed. The original is still stored and your agent still gets the message, with the reason. Running the upgrade again reinstalls the converters:

```bash
sudo optakt upgrade
```

On a Mac, run `optakt upgrade` without sudo.

## Still stuck [#still-stuck]

Write to [max@optakt.io](mailto:max@optakt.io) with what you did, what you expected, and the relevant lines of the log.