[{"data":1,"prerenderedAt":705},["ShallowReactive",2],{"help-category-\u002Ftroubleshooting\u002Ffind-and-share-diagnostic-logs":3,"help-article-\u002Ftroubleshooting\u002Ffind-and-share-diagnostic-logs":4,"related-articles-\u002Ftroubleshooting\u002Ffind-and-share-diagnostic-logs":143},[],{"id":5,"title":6,"body":7,"category":128,"description":129,"draft":130,"extension":131,"meta":132,"navigation":133,"order":134,"path":135,"relatedArticles":136,"seo":137,"slug":138,"stem":139,"updatedAt":140,"__hash__":141,"excerpt":129,"searchText":142},"help\u002Fhelp\u002Ftroubleshooting\u002F12.find-and-share-diagnostic-logs.md","Find and share diagnostic logs",{"type":8,"value":9,"toc":121},"minimark",[10,14,19,35,38,68,72,79,82,86,93,96,99,118],[11,12,13],"p",{},"When you need to diagnose a problem or send logs to support, MultiClaw stores them in two places: the desktop app log and the gateway log.",[15,16,18],"h2",{"id":17},"desktop-app-log","Desktop app log",[11,20,21,22,26,27,30,31,34],{},"Go to ",[23,24,25],"strong",{},"Settings > General",", scroll to the ",[23,28,29],{},"App Logs"," card, and click ",[23,32,33],{},"Open Logs"," to open the log folder.",[11,36,37],{},"The log file records app startup, IPC calls, update events, and gateway connection events. If you need to find it manually, the default paths are:",[39,40,41,52,60],"ul",{},[42,43,44,47,48],"li",{},[23,45,46],{},"macOS:"," ",[49,50,51],"code",{},"~\u002FLibrary\u002FLogs\u002FMultiClaw\u002Fmulticlaw.log",[42,53,54,47,57],{},[23,55,56],{},"Windows:",[49,58,59],{},"%APPDATA%\\MultiClaw\\logs\\multiclaw.log",[42,61,62,47,65],{},[23,63,64],{},"Linux:",[49,66,67],{},"~\u002F.config\u002FMultiClaw\u002Flogs\u002Fmulticlaw.log",[15,69,71],{"id":70},"gateway-log","Gateway log",[11,73,74,75,78],{},"The gateway log is located at ",[49,76,77],{},"~\u002F.openclaw\u002Flogs\u002Fgateway.log",", or inside whichever data directory you configured for OpenClaw.",[11,80,81],{},"This log records agent task execution, model API calls, WebSocket events, and file-watch events.",[15,83,85],{"id":84},"share-logs-with-support","Share logs with support",[87,88,90],"callout",{"type":89},"warning",[11,91,92],{},"Log files may contain conversation context, task inputs, file paths, and other information related to your agents' activities. Open the log file and review its contents before sharing. Do not share logs that contain information you are not comfortable disclosing.",[11,94,95],{},"The desktop app attempts to redact API keys from logs, but you should still scan the file before sending.",[11,97,98],{},"Before attaching logs to a support ticket:",[100,101,102,105,112,115],"ol",{},[42,103,104],{},"Compress the log folder as a ZIP file.",[42,106,107,108,111],{},"Note your MultiClaw version from ",[23,109,110],{},"Help > About",".",[42,113,114],{},"Note your OS version.",[42,116,117],{},"Write a short description of what you were doing when the problem occurred.",[11,119,120],{},"Having these four items ready makes it easier to diagnose most issues when a support channel becomes available.",{"title":122,"searchDepth":123,"depth":123,"links":124},"",2,[125,126,127],{"id":17,"depth":123,"text":18},{"id":70,"depth":123,"text":71},{"id":84,"depth":123,"text":85},"troubleshooting","Locate the desktop app and gateway logs and share them safely with support.",false,"md",{},true,12,"\u002Ftroubleshooting\u002Ffind-and-share-diagnostic-logs",[],{"title":6,"description":129},"find-and-share-diagnostic-logs","help\u002Ftroubleshooting\u002F12.find-and-share-diagnostic-logs","2026-03-30","1-9-d0pY85gt2n8lO6GVgHIqGXDwsRhPx0cjpiGrAa0","Find and share diagnostic logs Locate the desktop app and gateway logs and share them safely with support.",[144,282,523],{"id":145,"title":146,"body":147,"category":128,"description":272,"draft":130,"extension":131,"meta":273,"navigation":133,"order":274,"path":275,"relatedArticles":276,"seo":277,"slug":278,"stem":279,"updatedAt":140,"__hash__":280,"excerpt":272,"searchText":281},"help\u002Fhelp\u002Ftroubleshooting\u002F01.agent-shows-disconnected.md","Agent shows 'Disconnected'",{"type":8,"value":148,"toc":263},[149,164,168,177,181,184,188,198,202,211,215,229,233,241,245,254],[11,150,151,152,155,156,159,160,163],{},"The ",[23,153,154],{},"Disconnected"," badge appears when the local OpenClaw gateway cannot reach MultiClaw Cloud. In most cases, the gateway has stopped — open ",[23,157,158],{},"Settings > Gateway"," and click ",[23,161,162],{},"Start gateway"," to fix it.",[15,165,167],{"id":166},"gateway-is-not-running","Gateway is not running",[11,169,170,171,173,174,176],{},"This is the most common cause. Go to ",[23,172,158],{}," and check the gateway status. If it shows as stopped, click ",[23,175,162],{}," and wait a few seconds for the agent status to update.",[15,178,180],{"id":179},"internet-connection-is-unavailable","Internet connection is unavailable",[11,182,183],{},"The gateway requires internet access to reach MultiClaw Cloud. Verify your machine can load a webpage. If your network is down, the agent will reconnect automatically once connectivity is restored.",[15,185,187],{"id":186},"multiclaw-cloud-is-experiencing-an-outage","MultiClaw Cloud is experiencing an outage",[11,189,190,191,197],{},"If your gateway is running and you have internet access, check ",[192,193,194],"a",{"href":194,"rel":195},"https:\u002F\u002Fstatus.multiclaw.io",[196],"nofollow"," for any active incidents. No action is needed on your end — the gateway will reconnect once the service recovers.",[15,199,201],{"id":200},"workspace-session-has-expired","Workspace session has expired",[11,203,204,205,26,207,210],{},"Your session can expire after a period of inactivity. Go to ",[23,206,25],{},[23,208,209],{},"Account"," card, and sign in again. The gateway will re-authenticate and the agent should show as connected within a few seconds.",[15,212,214],{"id":213},"firewall-or-proxy-blocking-the-connection","Firewall or proxy blocking the connection",[11,216,217,218,221,222,225,226,111],{},"Some corporate firewalls block outbound WebSocket connections. The gateway connects to MultiClaw Cloud over port ",[23,219,220],{},"443"," using the ",[23,223,224],{},"WSS"," protocol. Ask your IT administrator to allow outbound WSS traffic on port 443 to ",[49,227,228],{},"*.multiclaw.io",[15,230,232],{"id":231},"auth-token-has-expired-or-been-revoked","Auth token has expired or been revoked",[11,234,235,236,26,238,240],{},"If signing in again does not help, your local auth token may be corrupted or revoked. Go to ",[23,237,25],{},[23,239,209],{}," card, sign out completely, then sign back in. This replaces the stored token and typically resolves the issue.",[15,242,244],{"id":243},"gateway-is-running-but-agent-stays-disconnected","Gateway is running but agent stays disconnected",[11,246,247,248,159,250,253],{},"Transient WebSocket errors can leave the gateway in a stuck state. Go to ",[23,249,158],{},[23,251,252],{},"Restart gateway",". The gateway reconnects with exponential back-off — waiting 30–60 seconds after a brief network interruption often resolves it without a manual restart.",[87,255,257],{"type":256},"tip",[11,258,259,260,262],{},"If none of the steps above work, check the gateway log at ",[49,261,77],{}," for error messages that may point to the cause.",{"title":122,"searchDepth":123,"depth":123,"links":264},[265,266,267,268,269,270,271],{"id":166,"depth":123,"text":167},{"id":179,"depth":123,"text":180},{"id":186,"depth":123,"text":187},{"id":200,"depth":123,"text":201},{"id":213,"depth":123,"text":214},{"id":231,"depth":123,"text":232},{"id":243,"depth":123,"text":244},"Fix a disconnected agent status caused by gateway, network, session, or firewall issues.",{},1,"\u002Ftroubleshooting\u002Fagent-shows-disconnected",[],{"title":146,"description":272},"agent-shows-disconnected","help\u002Ftroubleshooting\u002F01.agent-shows-disconnected","9zuPiU2Ea9ivpf9-W_pFwN6PdgHplZxnykc7tldh_5k","Agent shows 'Disconnected' Fix a disconnected agent status caused by gateway, network, session, or firewall issues.",{"id":283,"title":284,"body":285,"category":128,"description":514,"draft":130,"extension":131,"meta":515,"navigation":133,"order":123,"path":516,"relatedArticles":517,"seo":518,"slug":519,"stem":520,"updatedAt":140,"__hash__":521,"excerpt":514,"searchText":522},"help\u002Fhelp\u002Ftroubleshooting\u002F02.gateway-fails-to-start.md","Gateway fails to start",{"type":8,"value":286,"toc":506},[287,316,320,326,331,365,369,372,376,394,398,401,405,430,434,437,441,466,470,473,477,496,500],[11,288,289,290,293,294,297,298,300,301,304,305,308,309,312,313,315],{},"If your gateway shows a red ",[23,291,292],{},"Error"," or ",[23,295,296],{},"Stopped"," status in ",[23,299,158],{}," and won't start, a port conflict is the most common cause. The gateway port is configured in your OpenClaw configuration file (",[49,302,303],{},"~\u002F.openclaw\u002Fopenclaw.json",") — if port ",[49,306,307],{},"18789"," is taken, update the ",[49,310,311],{},"port"," value there, then click ",[23,314,252],{},". If that doesn't help, work through the causes below.",[15,317,319],{"id":318},"port-conflict","Port conflict",[11,321,322,323,325],{},"Another process on your machine is already using port ",[49,324,307],{}," (the default gateway port). The gateway cannot bind to a port that's taken.",[11,327,328],{},[23,329,330],{},"To fix:",[100,332,333,339,350,358],{},[42,334,335,336,338],{},"Open ",[49,337,303],{}," in a text editor.",[42,340,341,342,345,346,349],{},"Change the ",[49,343,344],{},"\"port\""," value to an unused port (e.g. ",[49,347,348],{},"18790",").",[42,351,352,353,355,356,111],{},"Save the file and click ",[23,354,252],{}," in ",[23,357,158],{},[42,359,360,361,364],{},"If you're on macOS or Linux and want to identify the conflicting process first, run ",[49,362,363],{},"lsof -i :18789"," in your terminal.",[15,366,368],{"id":367},"missing-or-corrupt-openclaw-binary","Missing or corrupt OpenClaw binary",[11,370,371],{},"The OpenClaw binary was deleted, moved, or never fully downloaded. Without it, the gateway cannot run.",[11,373,374],{},[23,375,330],{},[100,377,378,387],{},[42,379,380,381,386],{},"Reinstall the MultiClaw desktop app from ",[192,382,385],{"href":383,"rel":384},"https:\u002F\u002Fmulticlaw.io\u002Fdownload",[196],"multiclaw.io\u002Fdownload"," — this restores the OpenClaw binary.",[42,388,389,390,355,392,111],{},"Once reinstalled, click ",[23,391,252],{},[23,393,158],{},[15,395,397],{"id":396},"empty-or-invalid-workspace-token","Empty or invalid workspace token",[11,399,400],{},"Your gateway token was cleared — this can happen after a failed sign-in or an app reset. The gateway won't start without a valid token.",[11,402,403],{},[23,404,330],{},[100,406,407,415,421,424],{},[42,408,335,409,411,412,414],{},[23,410,25],{}," and scroll to the ",[23,413,209],{}," card.",[42,416,417,418,111],{},"Click ",[23,419,420],{},"Log out",[42,422,423],{},"Sign back in with your account credentials.",[42,425,426,427,429],{},"Your token is regenerated automatically. Click ",[23,428,252],{}," once signed in.",[15,431,433],{"id":432},"binary-not-executable-macos-and-linux","Binary not executable (macOS and Linux)",[11,435,436],{},"The OpenClaw binary exists but does not have execute permissions. This often happens after a manual file move or a filesystem restore.",[11,438,439],{},[23,440,330],{},[100,442,443,454,460],{},[42,444,445,446,449,450,453],{},"The OpenClaw binary is located at ",[49,447,448],{},"~\u002F.openclaw\u002Fbin\u002Fopenclaw"," on macOS and Linux (or ",[49,451,452],{},"%APPDATA%\\OpenClaw\\bin\\openclaw.exe"," on Windows).",[42,455,456,457,111],{},"In your terminal, run ",[49,458,459],{},"chmod +x ~\u002F.openclaw\u002Fbin\u002Fopenclaw",[42,461,417,462,355,464,111],{},[23,463,252],{},[23,465,158],{},[15,467,469],{"id":468},"data-directory-inaccessible","Data directory inaccessible",[11,471,472],{},"The OpenClaw data directory no longer exists or your user account cannot write to it. The gateway needs a writable directory to store its data.",[11,474,475],{},[23,476,330],{},[100,478,479,483,490],{},[42,480,335,481,338],{},[49,482,303],{},[42,484,485,486,489],{},"Update the ",[49,487,488],{},"\"data_dir\""," value to a folder that exists and that you have write access to.",[42,491,417,492,355,494,111],{},[23,493,252],{},[23,495,158],{},[15,497,499],{"id":498},"still-not-working","Still not working?",[11,501,502,503,505],{},"Check the gateway log at ",[49,504,77],{}," — it will usually identify the exact failure line.",{"title":122,"searchDepth":123,"depth":123,"links":507},[508,509,510,511,512,513],{"id":318,"depth":123,"text":319},{"id":367,"depth":123,"text":368},{"id":396,"depth":123,"text":397},{"id":432,"depth":123,"text":433},{"id":468,"depth":123,"text":469},{"id":498,"depth":123,"text":499},"Diagnose and fix port conflicts, missing binaries, token errors, and permission problems.",{},"\u002Ftroubleshooting\u002Fgateway-fails-to-start",[],{"title":284,"description":514},"gateway-fails-to-start","help\u002Ftroubleshooting\u002F02.gateway-fails-to-start","_0wciXQlb9TxhMmXBMEySTf8zKPz2-_ue4yZEGoHNvI","Gateway fails to start Diagnose and fix port conflicts, missing binaries, token errors, and permission problems.",{"id":524,"title":525,"body":526,"category":128,"description":695,"draft":130,"extension":131,"meta":696,"navigation":133,"order":697,"path":698,"relatedArticles":699,"seo":700,"slug":701,"stem":702,"updatedAt":140,"__hash__":703,"excerpt":695,"searchText":704},"help\u002Fhelp\u002Ftroubleshooting\u002F03.cannot-sign-in.md","Cannot sign in",{"type":8,"value":527,"toc":687},[528,531,535,546,561,565,568,573,584,589,604,608,615,629,633,636,650,654,657,668,672,675],[11,529,530],{},"If you cannot sign in, start by checking your workspace URL — most sign-in failures are caused by using the wrong subdomain. Open your invite email and copy the URL directly from it.",[15,532,534],{"id":533},"wrong-workspace-url","Wrong workspace URL",[11,536,537,538,541,542,545],{},"Your workspace has a unique subdomain. ",[49,539,540],{},"acme.multiclaw.io"," and ",[49,543,544],{},"acme.app.multiclaw.io"," are different addresses — only one is yours.",[100,547,548,551,554],{},[42,549,550],{},"Open your original invite email.",[42,552,553],{},"Copy the workspace URL exactly as written.",[42,555,556,557,560],{},"Paste it into your browser or the Desktop app's ",[23,558,559],{},"Workspace URL"," field.",[15,562,564],{"id":563},"expired-or-invalid-session","Expired or invalid session",[11,566,567],{},"Your session token may have expired, especially after a long period of inactivity.",[11,569,570],{},[23,571,572],{},"On the web dashboard:",[100,574,575,581],{},[42,576,577,578,111],{},"Open your browser's cookie settings and clear all cookies for ",[49,579,580],{},"multiclaw.io",[42,582,583],{},"Return to your workspace URL and sign in again.",[11,585,586],{},[23,587,588],{},"On the Desktop app:",[100,590,591,597,601],{},[42,592,21,593,411,595,414],{},[23,594,25],{},[23,596,209],{},[42,598,417,599,111],{},[23,600,420],{},[42,602,603],{},"Sign back in with your credentials.",[15,605,607],{"id":606},"sign-in-with-multiplai-error","Sign in with Multiplai error",[11,609,610,611,614],{},"If you use ",[23,612,613],{},"Sign in with Multiplai"," and see an error, the issue is usually a session mismatch between Multiplai and MultiClaw.",[100,616,617,620,626],{},[42,618,619],{},"Sign out of both Multiplai and MultiClaw completely.",[42,621,622,623,625],{},"Return to the MultiClaw sign-in screen and click ",[23,624,613],{}," again.",[42,627,628],{},"If the error persists, try signing in with email and password instead, or contact support.",[15,630,632],{"id":631},"email-not-confirmed","Email not confirmed",[11,634,635],{},"If you signed up recently and have never signed in before, your email address may not be confirmed yet.",[100,637,638,641,644],{},[42,639,640],{},"Check your inbox and spam\u002Fjunk folder for a confirmation email from MultiClaw.",[42,642,643],{},"Click the link inside that email.",[42,645,646,647,111],{},"If the email has expired or you cannot find it, return to the sign-in screen and click ",[23,648,649],{},"Resend confirmation",[15,651,653],{"id":652},"account-locked","Account locked",[11,655,656],{},"After repeated failed sign-in attempts, access may be temporarily restricted.",[100,658,659,662],{},[42,660,661],{},"Wait a few minutes, then try again.",[42,663,664,665,111],{},"If you still cannot sign in, ask your workspace admin to check your account status in MultiClaw Cloud under ",[23,666,667],{},"Settings → Members",[15,669,671],{"id":670},"multiclaw-cloud-is-down","MultiClaw Cloud is down",[11,673,674],{},"Occasionally, sign-in fails because the service itself is unavailable.",[100,676,677,684],{},[42,678,679,680,683],{},"Visit ",[192,681,194],{"href":194,"rel":682},[196]," to check for active incidents.",[42,685,686],{},"If an incident is reported, wait for it to be resolved — no action is needed on your end.",{"title":122,"searchDepth":123,"depth":123,"links":688},[689,690,691,692,693,694],{"id":533,"depth":123,"text":534},{"id":563,"depth":123,"text":564},{"id":606,"depth":123,"text":607},{"id":631,"depth":123,"text":632},{"id":652,"depth":123,"text":653},{"id":670,"depth":123,"text":671},"Resolve sign-in failures caused by wrong workspace URL, expired sessions, SSO errors, or unconfirmed email.",{},3,"\u002Ftroubleshooting\u002Fcannot-sign-in",[],{"title":525,"description":695},"cannot-sign-in","help\u002Ftroubleshooting\u002F03.cannot-sign-in","59H6ZnK81o4O-gYFOFiVOMekfEPx496CxJfHU7S5Myw","Cannot sign in Resolve sign-in failures caused by wrong workspace URL, expired sessions, SSO errors, or unconfirmed email.",1778463887243]