Troubleshooting
Fix setup problems
Find the message that you see at sign-up or during setup, and fix its cause.
This page helps you when sign-up, log-in or setup stops with a message. Find the screen where you are, then find the message in its table. Each row says why the message shows and what to do.
Before you begin
Only owners and admins of the organization do the steps of setup. A member sees "Your organization's owner is still setting up Troopy." The member selects Check again after the owner finishes.
Troopy saves each step when you go on to the next one. If you close the page, setup opens again at the first step that is not done. Back opens an earlier step with what you saved there.
| Step | Screen | What you do |
|---|---|---|
| 1 | Your business | Give the name of the business, a logo, and the website or a description. |
| 2 | Your AI | Pick your AI plan and agree to the Terms. The computer starts its launch. |
| 3 | Your computer | Pick the colour of the computer of your troop. |
| 4 | Your troop | Pick where the names of your teammates come from. |
| 5 | Your Chief of Staff | Pick the face of your Chief of Staff. |
| 6 | About you | Answer 5 short screens of questions. |
| 7 | Launch | Wait for the computer. The launch takes about 2 minutes. |
| 8 | Connect | Sign your AI plan in on the computer. You can skip this step. |
A later workspace has a shorter setup: its business, its plan, its computer, the launch and the connection. The AI plan, the names, the face and the questions belong to the organization, so its first setup asks for them one time. See Pick a plan for a workspace.
Sign up and log in
| Message | Why | What to do |
|---|---|---|
| "Tell us your name" | The Name field is empty. | Type your name. |
| "Enter a valid email" | The Work email field holds no email address. | Type the whole address, for example you@company.com. |
| "Use at least 8 characters" | The password is too short. | Use a password of 8 to 200 characters. |
| "An account with this email already exists. Log in instead." | An account uses this email already. | Select Log in. If you forgot the password, reset it. |
| "Enter your email and password" | A field of the log-in form is empty. | Type your email and your password. |
| "That email and password don't match an account." | The email or the password is wrong. Troopy does not say which one. | Check both. If you forgot the password, reset it. |
| "Too many attempts. Wait 15 minutes and try again." | Your email had 10 failed log-ins in 15 minutes. | Wait 15 minutes, or reset the password. A new password ends the wait. |
| "That Google account can't be used here: its email isn't verified, or it's already linked to another account." | Google did not check the email, or another Google account uses this email in Troopy. | Use the Google account that you used before. Or log in with your email and password. |
| "Sign-in didn't finish. Try again." | The sign-in with Google stopped before its end. | Select Continue with Google again. |
| "Google sign-in isn't set up correctly on this server." | The problem is on the side of Troopy. | Write to the Troopy team. See Get help. |
Reset a forgotten password
- On the log-in page, select Forgot password?.
- In Work email, type the email of your account. Then select Send the link.
- Open the email "Reset your Troopy password", and select Choose a new password.
- Type a new password of 8 characters or more. Then select Save and log in.
The link works one time, for one hour. A new link ends the link before it. The new password signs out each other session of your account, and each app that you connected. Troopy then sends you an email about the change.
| What you see | Why | What to do |
|---|---|---|
| No email comes. | Troopy sends 3 links an hour to one email at most. The page says the same thing whether or not the email has an account. | Look in your spam folder, and check the address. Then select Send it again. |
| "Too many links were asked for from here. Wait an hour, and try again." | Your network asked for 10 links in one hour. | Wait one hour. |
| The page "This link doesn't work" | You used the link, the link is older than one hour, or a newer link replaced it. | Select Ask for a new link. |
| "This link to reset your password doesn't work any more. Ask for a new one." | The link ended before you saved, or you used it in another tab. | Ask for a new link. |
| The email "You sign in to Troopy with Google" | Your account signs in with Google, so it has no password. | Select Continue with Google on the log-in page. |
Accept an invite
The link of an invite opens a page that names the organization and the workspace. It also names the person who invited you, and the email of the invite.
- If you have no account, select Create an account to join. Use the email of the invite.
- If you have an account, select I already have an account, and log in.
- When you are logged in with the email of the invite, select Accept and join.
| Message | Why | What to do |
|---|---|---|
| "This invite link is no longer valid. Ask for a new one." | The invite is older than 7 days, an owner or admin revoked it, or someone accepted it. | Ask the person who invited you for a new invite. |
| "You are signed in as {you}. Sign in as {email} to accept." | You are logged in with another email than the email of the invite. | Select Switch account, and log in with the email of the invite. |
Step 1: your business
| Message | Why | What to do |
|---|---|---|
| "Enter your business's name" | Business name is empty. | Type the name of the business. |
| "Keep the name under 80 characters" | The name is too long. | Use a shorter name. |
| "Describe what the business does" | What does the business do? is empty. | Say what you sell, who buys it and where. |
| "Enter your website, or describe the business instead" | Website is empty. | Type the website, or select No website? Describe the business instead. |
| "That doesn't look like a website address. Try something like acme.com" | Troopy cannot read the text as an address. | Type the domain only, for example acme.com. |
| "Describe the business in 20 to 2000 characters" | The description is too short or too long. | Say what you sell, who buys it and where. |
| "The logo must be 512 KB or smaller." | The file is too large. | Use a smaller PNG, JPG or WebP file. |
| "The logo must be a PNG, JPEG or WebP image." | The file is of another type, for example SVG. | Save the logo as PNG, JPEG or WebP. |
| "Only owners and admins can set up Troopy." | Your role is not owner or admin. | Ask an owner or admin to do setup. |
After a message on this screen, pick the logo again before you select Continue. The form forgets the file that you picked.
Step 2: your AI plan
| Message | Why | What to do |
|---|---|---|
| "Pick the AI plan your teammates will run on" | No plan is picked. | Select a plan. |
| "Agree to the Terms of Service to continue" | The box of the Terms is empty. | Read the Terms and the Privacy Policy, then tick the box. |
Launch my troop stays off until you tick the box of the Terms.
Step 7: the launch of the computer
The launch has 5 steps: Setting up your computer, Installing AI tools, Locking it down, Adding your workspaces and Final checks. It takes about 2 minutes. You can answer the questions of setup while it runs.
If a step stops, the screen marks it and says that the step "didn't finish". Troopy also emails the owners and admins "Your Troopy computer didn't start", one time in 24 hours at most.
- Select Try again. The launch starts again at the step that stopped.
- If the same step stops again, write to the Troopy team. Name the step that stopped.
A member sees "Your organization's owner is still launching Troopy." The page updates by itself when the computer is ready.
If the screen says "Your troop needs a computer of its own to work on", the launch did not start. Select Launch my troop.
Reset and start again
Owners and admins can launch the computer of the workspace again. Under the card, select Reset & start fresh, then Yes, reset. Setup then launches a new computer.
Step 8: connect your AI plan
The way to connect depends on the plan.
| Plan | How it connects |
|---|---|
| ChatGPT | Open the link of OpenAI, sign in, and enter the code that Troopy shows. First turn on "Enable device code sign-in for Codex" in your ChatGPT Security settings. |
| Claude | Open the link of Claude, and sign in. Then paste the code that Claude shows into Troopy. |
| Grok and GitHub Copilot | Open the link, sign in, and enter the code that Troopy shows. Troopy first installs the app of the plan on the computer. |
| Anthropic API and the other API plans | Paste an API key. Troopy checks the key with the provider, then keeps it only on your computer. |
| Message | Why | What to do |
|---|---|---|
| "That key was rejected. Check it and paste it again." | The provider refused the key. | Make a new key at the provider, and paste it. |
| "That key looks too short", "That key looks too long" or "An API key has no spaces or special characters" | The key is not whole, or it has extra characters. | Copy the whole key again, with no spaces. |
| "Paste the whole code" or "Paste the code exactly as it's shown" | The code of Claude is not whole. | Copy the whole code from the page of Claude. |
| "That code didn't work. Get a new link and try again." | Claude refused the code. | Select Get a new link, and sign in again. |
| "That sign-in has ended. Get a new link and try again." | The sign-in waited too long for its code. | Select Get a new link. |
| "The sign-in didn't start." | Your account does not allow sign-in with a device code, or the app of the plan did not start it. | Allow device code sign-in in the security settings of your account. Then get a new code or a new link. |
| "The code expired. Get a new one." | The code works for 15 minutes. | Select Get a new code. |
| "The sign-in didn't finish. Get a new code and try again." | The sign-in stopped before you approved it. | Select Get a new code. |
| "Installing its app on your computer didn't work. Try again." | The app of Grok or GitHub Copilot did not install. | Select Get a new code. |
| "Your computer is still being set up. Try again when it's ready." | The launch of the computer is not done. | Wait for step 7 to finish. |
| "Couldn't reach your computer. Try again in a minute." | The computer did not answer. | Try again in a minute. |
You can select Skip to Home. Then teammates cannot work until a plan connects. To connect it later, open Settings > AI > Models, and select Connect on the card of the plan.
After setup: a plan that signed out
Sometimes the sign-in of a plan lapses on the computer, and Troopy cannot renew it. The teammates that run on that plan then cannot work.
- Owners and admins get the email "{plan} signed out on your Troopy computer".
- In Settings > AI > Models, the card of the plan shows Sign-in lapsed.
To fix it, select Disconnect on the card of the plan. Then select Connect, and sign in again.
If the vendor of the computer loses it, Troopy launches a new computer. Setup then shows the launch again, and an owner or admin connects the AI plan again.
Emails about setup
| When it comes | What to do | |
|---|---|---|
| "Your troop is waiting for you" | A day after the sign-up, while setup is not done. The person who signed up gets it. | Select Finish setup. |
| "Sign in {plan}, and your troop starts" | A day after the sign-up, when the computer is ready and no plan signed in. | Select the button of the email, and connect the plan. |
| "Your Troopy computer didn't start" | A step of the launch stopped. | Select Try again. |
| "{plan} signed out on your Troopy computer" | The sign-in of a plan lapsed. | Disconnect the plan, then connect it again. |
| "Your troop is ready to work" | The first AI plan signed in. | Give your Chief of Staff its first work. |