Troubleshooting

Common issues and how to resolve them.

Connection Issues

"Unable to connect" error

1. Check your internet connection
2. Try refreshing the page (web app) or restarting the app
3. Check status.coals.ai for any service outages
4. If using a VPN, try disabling it temporarily

Conversations not syncing

• Ensure you're signed in with the same COALS account on all devices
• Check that you have an active internet connection
• Try signing out and signing back in
• On mobile, ensure the app isn't restricted from background data

Desktop App Issues

App won't open on macOS

If you get a "damaged or can't be verified" message:

1. Open System Preferences > Privacy & Security
2. Look for a message about AtomC being blocked
3. Click Open Anyway

This happens because the direct download isn't signed with the Mac App Store. The App Store version doesn't have this issue.

App is slow or unresponsive

1. Close and reopen the app
2. Check for app updates (Help > Check for Updates)
3. Ensure your system meets the minimum requirements
4. Try clearing the app cache (Settings > Clear Cache)

Mobile App Issues

Push notifications not working

1. Go to iOS Settings > AtomC > Notifications
2. Ensure notifications are enabled
3. Check that "Allow Notifications" is turned on
4. Try toggling notifications off and on again

App crashes on launch

1. Force-close the app and reopen it
2. Check the App Store for updates
3. If the issue persists, delete and reinstall the app (your data is stored in the cloud and won't be lost)

Web App Issues

Page won't load

1. Try a hard refresh: Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows/Linux)
2. Clear your browser cache for atomc.coals.ai
3. Try a different browser
4. Disable browser extensions that might interfere

Copy button not working

Some browsers restrict clipboard access. Ensure the site has clipboard permissions, or manually select and copy text.

Credits & Billing

"Credit limit exceeded"

You've used your monthly credit allocation. Options:

• Wait for your credits to reset at the start of your billing cycle
• Purchase a credit pack from the upgrade screen
• Upgrade to a higher plan for more monthly credits

Check your current usage in the app — desktop shows it in the header, mobile on the account screen.

Agent Issues

Agent not responding

• Agents have a time limit. If an agent is taking too long, it may have timed out.
• Try rephrasing your request to be more specific
• For complex tasks, the system automatically routes to the best-fit agent — you don't need to pick one manually

Still Need Help?

If none of the above solutions work, reach out through the COALS platform support channels with:

• Your device and OS version
• The platform you're using (web, desktop, mobile)
• A description of the issue
• Any error messages you're seeing