Troubleshooting

The general order

Work through these first — they resolve about eight cases in ten:

1. Switch model and retry — more than half the error codes point here
2. Split the task smaller — compound tasks fail far more often
3. Check the network — corporate network means talk to IT; home network means check the proxy
4. Start a new conversation — for odd behaviour from an overlong context, this is quickest
5. Run the diagnostic tool — when none of the above works, let it examine itself

Keep the evidence

Before submitting anything, gather: the error code, a screenshot, your system version, your network environment and the time it happened. With those, investigation is an order of magnitude faster.

Error code reference

Code	Typical cause	What to do
1001	Usually model-side state	Switch model and retry
3002	Usually the network environment	See Network problems
3003	Usually the network environment	See Network problems
3007	Usually the network environment	See Network problems
6003	Rate limited (can happen on paid plans too)	Switch model and retry
6004	Rate limited (can happen on paid plans too)	Switch model and retry
11115	Input too long	Trim the input, or switch to a model with a larger context
11133	Usually model-side state	New conversation or switch model
11134	Usually model-side state	New conversation or switch model
14003	Usually model-side state	Switch model and retry

Half the error codes are "switch model"

1001, 6003, 6004, 11133, 11134 and 14003 all point to transient model-side state, unrelated to your prompt, account or network.

Pick a different model and run it again. It is the cheapest debugging action available.

Network problems

3002 / 3003 / 3007 are all network class. In order:

1. Establish whether you are on a corporate or a home network
2. Corporate — ask your IT team. Gateways, proxies and allowlist policies can all block it
3. Home — work through the network checks on the official site
4. Turn off the network proxy — see below

Proxy settings

WorkBuddy has had built-in proxy switching since version 5.3.0, configurable in settings.

When unsure, choose "follow system"

If you cannot tell the three options apart, that is the one.

If you suspect the proxy, turn the system proxy off and retry:

• macOS: System Settings → Network → select the active network → Details → Proxies
• Windows: Settings → Network & Internet → Proxy

Sign-in failures

Clicking sign in does nothing. Three causes.

Cause one: no default browser

The client relies on a system default browser to open the sign-in page.

Windows:

1. Settings → Default apps → set Chrome as the default browser
2. Back in WorkBuddy, retry "open in browser"
3. Or choose "copy link" and paste it into a browser yourself

macOS:

1. System Settings → General → set the default browser to Chrome or Safari
2. Restart the app and sign in again

Cause two: no permission on the account directory

Check the directory permissions first.

In a macOS terminal:

ls -la ~/Library/Application\ Support/CodeBuddyExtension/

ls -la ~/Library/Application\ Support/CodeBuddyExtension/Data/Public/auth/

If the owner is not the current user (confirm with whoami), it needs fixing.

In Windows PowerShell:

Get-Acl "$env:APPDATA\CodeBuddyExtension" | Format-List

Confirm the owner and the access list include the current user.

Then grant ownership to the current user.

macOS terminal:

sudo chown -R $(whoami) ~/Library/Application\ Support/CodeBuddyExtension

Windows, in an administrator PowerShell:

$user = [System.Security.Principal.WindowsIdentity]::GetCurrent().Name
$path = "$env:APPDATA\CodeBuddyExtension"
takeown /F $path /R /D Y
icacls $path /grant "${user}:(OI)(CI)F" /T

Then quit WorkBuddy, reopen it and sign in again.

These commands change file ownership

sudo chown -R and takeown /R are both recursive. Confirm the path is exactly right before running them — a mistyped path changes ownership of an unrelated directory.

Cause three: security software

WorkBuddy is frequently flagged falsely. Temporarily quit these and retry:

• Huorong
• 360 Total Security
• Tencent PC Manager
• Windows Security

If that fixes it, add WorkBuddy to the allowlist rather than leaving your security software off.

The diagnostic tool

WorkBuddy has a built-in diagnostic that checks network, system resources, security software, environment information and crash logs in one pass, displays the results visually and generates a report.

When you cannot sign in, cannot connect, or the client is misbehaving, run the self-check first.

Using it

1. Open WorkBuddy and click Help → Diagnostics in the top bar
2. Click start; checks run in sequence with live progress
3. Closing the dialog does not stop the run — reopen it to see progress and results
4. When finished it generates a .txt report under the log directory logs/self-check/ (the last 10 are kept)
5. Use "export report" or "locate file" at the bottom of the dialog, and include it with any feedback

What it checks

Category	Checks
Network	API connectivity, DNS, TCP ports, proxy detection, packet loss
System resources	Free disk space (fails below 1 GB, warns below 3 GB), memory usage
Security software	EDR / antivirus identification, file monitoring detection
Environment	System information, client version, install logs
Crash logs	Crash history summary

The report is redacted and safe to share

IP addresses keep only their first two segments and usernames are replaced with ***, so it is safe to hand to support.

Note also: personal accounts and the overseas edition show only the network group; enterprise accounts and the intranet / iOA / private editions show everything.

Where security software interception is detected, the report shows the paths that need allowlisting; failed checks come with directional suggestions.

Where the logs are

macOS: WorkBuddy → Help → Open log folder in the top bar, and find the .zip.

Windows: WorkBuddy → Help dropdown at the top left → Open log directory; the archive there is the log file.

Logs may contain conversation records

Logs are for debugging and may include conversation records and device information. Check for anything sensitive before sending them.

Submitting feedback

Two entry points:

• The Help dropdown at the top right → helpFeedback
• The avatar → Settings → Help and feedback → Feedback at the bottom right

Describe the problem, upload screenshots, tick upload logs and submit.

Disk space

The diagnostic tool's threshold: below 1 GB free fails, below 3 GB warns.

Worth its own mention because the symptoms are confusing — tasks failing for no reason, artifacts not being written, a sluggish client. It looks like something else.

Check the disk before a big job, particularly if you have been using parallel worktree tasks — each worktree is a full copy of a working directory.

By symptom

Symptom	Start here
Will not install or launch	System requirements
Sign in does nothing	Sign-in failures
Cannot read a file type	Switch to a supporting model; install the office document suite
Generated file will not open	Name the output format in the prompt
Garbled or drifting output	Switch model; split the task; new conversation
Stuck	Stop → switch model → re-run
Slow	Check the network; split the task; run in parallel
Assistant or bot not answering	FAQ — Bots and the Assistant
Credit anomalies	Credits & plans
Workspaces disappeared	FAQ — Workspaces vanished after an update
A file was damaged	Security Centre — automatic backup

Still stuck

Email workbuddy@tencent.com with:

• The diagnostic report
• The error code and a screenshot
• Your system version and client version
• Your network environment (corporate / home / proxy in use)
• When it happened and how to reproduce it