# Frequently asked questions

> Quickly locate common problems with installation, the browser extension, the knowledge base, Agent connections, and media tasks.

- Source: https://beav.pro/en/docs/troubleshooting

## The desktop app will not open

Check that the package matches your operating system and architecture. macOS on Apple Silicon uses `aarch64` and Intel uses `x64`; most Windows and Linux machines use `x64`. On Linux, prefer the AppImage, while Debian, Ubuntu, and derivatives can also use DEB. Before re-downloading, confirm whether the original file is complete.

## The browser extension will not connect

Keep Beav running, confirm the extension is enabled, reload the extension, and refresh the page. Full steps: [Browser extension troubleshooting](https://beav.pro/en/docs/browser-extension/troubleshooting).

## The saved content cannot be found

Check the current workspace and the knowledge base filters. Search by the source title or link, and look at the extension's task history. If it reports a partial success, follow the error: wait for the page to finish loading, or capture once more.

## Phone upload will not open or receipt is unconfirmed

Keep Beav running on an awake computer, with both devices on the same reachable local network. Scan and pair again after changing networks, pairing expiry, or clearing browser data. For uncertain receipt, use **Check Result**, then **Retry Original Submission** if needed. Handle accepted but failed captures on their desktop cards. See [Upload note links from your phone](https://beav.pro/en/docs/workflows/phone-upload).

## Asset drops or phone pickup fail

Drop onto the asset library area, close an existing naming dialog, and drop again after switching spaces or folders. Phone pickup needs a reachable local network and a running computer; QR links last 30 minutes. Look for downloaded documents and ZIP files in the phone's file manager. See [Share assets to your phone and drop files into Beav](https://beav.pro/en/docs/workflows/asset-sharing).

## The Agent read the website but did not connect to Beav

First confirm the Agent runs on the same computer as Beav. A web or cloud Agent cannot read the local discovery file. Then check that the ACP Gateway is enabled, Beav is running, and the token is provided through an environment variable.

## The Agent starts a new session every time

Ask the Agent to save and reuse the `sessionId` or `acpSessionId` from the previous response. Do not drop the session ID while continuing the same creation goal.

## A media task runs for a long time

Check the task status and events first, and do not resubmit the same generation. If it hits `awaiting_approval`, handle the approval. Details: [Performance and long tasks](https://beav.pro/en/docs/troubleshooting/long-running-tasks).

## The result appeared, but the file cannot be found

First confirm that the current space is the one where you started the task; after you switch spaces, task results stay in the original space. Then open the original chat and check **Manuscripts → This chat** on the right for that chat's attachments, generated results, and publishing packages. A link or text in chat does not mean it was saved as an asset or manuscript; ask the AI to save it explicitly when you need it.

## Moving files, organizing categories, or opening sources fails

These actions apply to Beav desktop 2.8.13 and later. Check whether the space and source allow writes. Refresh after category conflicts and resolve duplicate names before moving. After partial success, retry only the failed selection. Removing a linked-directory entry leaves originals intact, but trashing files inside it affects computer originals. Older assets do not gain source relationships automatically; deleting an original knowledge note retains asset copies. See the [file-management guide](https://beav.pro/en/docs/workflows/file-management).

## Sign-in, credits, or model setup problems

For redemption codes, top-up orders, and configuring or failing to save third-party or local models, see [Account, credits, and model settings](https://beav.pro/en/docs/troubleshooting/account-and-models).

## Problems with local mini tools or the editor

Both the **More** menu in the top-right corner of a mini tool window and the editor's title bar offer **Report a problem**, and you can attach redacted logs when you submit. For using mini tools, see [Built-in mini tools](https://beav.pro/en/docs/workflows/mini-tools); for editing, see [Video editing and smart talking-head cuts](https://beav.pro/en/docs/workflows/video-editing).