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Start with the message or symptom you see. If a generation may already be running, check the chat’s Jobs panel before trying it again.

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I cannot open Voyager or finish setup

An installation, sign-in, or agent connection needs attention.
  1. Check that your computer meets the requirements.
  2. Open Setup problems and follow the section matching your message.
  3. If Windows mentions Smart App Control, use the Windows Smart App Control guide.
Check: Setup lets you continue once you are signed in to Voyager and an agent is ready. Your own Claude or ChatGPT, with a subscription or an API key, is enough; a paid Voyager plan is optional. Still stuck: Send support the exact message, your operating system, and the setup step where it appears.

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My agent cannot answer, or a model is missing

The selected agent account may need a sign-in, an update, or available usage.
  1. Open Settings → Accounts and check the account selected in the chat’s model picker.
  2. Follow Setup problems for ChatGPT limits, reconnecting, or missing models.
  3. If the message names Voyager credits or a Voyager plan, use Generation problems for the matching billing message.
Check: Send a short text request with the intended account selected and confirm the agent answers. Still stuck: Use Get help… from the affected chat and include the account and model names.

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A generation failed, is waiting, or used a different account

Media generation has its own accounts, balances, and availability.
  1. Read the notification and the job’s status in Jobs.
  2. Find that message in Generation problems.
  3. Check Generation providers if the notification says the job continued elsewhere.
Starting another generation may create another charge. If Voyager cannot confirm whether the first request started, inspect the existing job and provider history before retrying.
Check: Confirm whether the original job completed, stopped, or is still waiting before continuing the batch. Still stuck: Send the job or Voyager request ID, exact error, selected model, and approximate time through Get help.

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I cannot find my finished video

The result is a file in your chat or project folder, or in your chosen delivery folder.
  1. Look for the finished video in the chat or project Outputs.
  2. Follow Find your file to open or reveal it.
  3. If the generation completed but the agent has not presented a final video, ask it to locate the completed outputs and finish the edit.
Check: Open the file from its folder and play it. Still stuck: Include the chat and the name of the missing result in a support request.

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Screen recording or an app connection is unavailable

Some features need an installed creative app, permission, or a supported platform.
  1. Check the feature’s platform in Requirements.
  2. On Mac, follow Mac permissions for screen access or recording.
  3. For a creative app, check Connect creative apps.
Check: Open the recording control or connected app again after completing its setup. Still stuck: Tell support which app or feature you tried, your platform, and the exact permission or connection message.

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An update will not download or install

The download may have failed, or your installation may need a manual update.
  1. Open Settings → General → About and read the status.
  2. Follow Update Voyager for the matching message and platform.
Check: After reopening Voyager, verify the version in About. Still stuck: Include the version before the update, the version offered, and the error in your support request.