Troubleshooting AppWizzy Projects

Applies to: all AppWizzy projects

An AppWizzy project includes several parts. A problem can affect the platform, VM, access method, installed service, or template workflow.

Identify the affected part before you change the project.

Start with the symptom

Symptom	First check
Project creation does not finish	Project status and the last provisioning message
All project interfaces are unavailable	VM lifecycle state and project status
One access method fails	The credentials and settings for that access method
Website or application is unavailable	VM state, service state, and recent logs
AI request fails	AI access mode, credit balance, and provider status
Generated application change fails	App Generation activity and build logs
Files or data are missing	Recent lifecycle actions, application changes, and available backup points

Record the exact error, time, and last successful action. This information helps you compare events and request support.

Project creation does not finish

Open the project page.
Read the current project status.
Review the last provisioning message.
Wait for an active provisioning task to finish.
Contact AppWizzy support if the status does not change.

Do not create duplicate projects to bypass an active provisioning task. AppWizzy refunds a failed provisioning charge.

Include the project name and approximate start time in your support request. Do not include passwords, private keys, or provider keys.

The VM or every interface is unavailable

Open the project page.
Confirm that the VM is active.
Resume the VM if it is paused.
Wait until the project reports that the VM is ready.
Retry the access link from the project page.

A paused VM does not provide SSH, browser, Remote Desktop, mobile, or application access. Resume it before you test an interface.

Read VM Lifecycle and Billing for pause, resume, restart, resize, and billing behavior.

One access method fails

Test another supported access method when possible. This test shows whether the problem affects the complete VM or one interface.

Use these guides for the failed interface:

Remote Desktop, browser workspaces, mobile access, and administrator panels are template features. They are not available for every VM.

Copy connection details from the current project page. Old hostnames, passwords, and SSH keys can fail after an access change.

Rotate a credential if it is exposed or no longer available. A rotation can close existing sessions.

A website or application is unavailable

The VM can remain active when an application service stops. A VM restart also stops processes and clears memory state.

Confirm that the VM is active.
Review recent platform and application logs.
Connect through SSH if the template supports terminal diagnosis.
Check the required service inside the VM.
Start or restart that service with its documented procedure.
Test the application URL again.

Do not assume that one service command works for every template. Use the selected template guide and the service documentation.

See Activity and Logs for available platform, VM, application, and AI records.

SSH fails

An SSH error usually identifies one of three failure types:

A timeout means that the client did not reach the SSH service.
A connection refusal means that the host responded without an available SSH service.
An authentication error means that the server rejected the supplied identity.

Confirm the current host, user, port, and key on the project page. Then follow SSH Access.

Do not send a private SSH key to support. Provide the error text and the public-key fingerprint when support requests it.

Remote Desktop fails

Remote Desktop is available only for templates that provide it. The AppWizzy Codex Desktop template includes this access method.

Confirm that the VM is active. Open the current Remote Desktop link and use the current workspace password.

If authentication continues to fail, rotate the workspace password from the project settings. Then retry with the new password.

Read Remote Desktop Access for the complete procedure.

An AI request fails

First identify the active AI access mode:

Managed AI uses the AppWizzy proxy and AppWizzy credit balance.
Personal ChatGPT login uses your OpenAI account and its limits.
BYOK uses your provider account, key, limits, and billing.

Confirm that the selected template supports the mode. Check the related balance, account session, or provider key.

Do not paste an account password or provider key into a support request. See AI Access Modes and Billing.

A generated application change fails

App Generation has template-specific requirements, schema actions, builds, and application logs. These functions do not apply to every hosted VM.

Review the failed activity and its logs. Record the request, affected environment, exact error, and last successful version.

Do not use a database reset as a general repair action. A template-specific reset can delete application data.

Files or data are missing

Pause, restart, and resize operations preserve data on the active disk. Unsaved memory and running process state do not survive a restart.

Avoid new writes when you might need restoration. Record the last known good time and contact AppWizzy support.

AppWizzy creates at least one backup of each hosted VM system each day. A restoration can overwrite newer data.

Read Data Persistence and Backups before you request restoration.

Information for support

Provide this information when it applies:

your AppWizzy account email.
the project name and URL.
the selected template.
the current VM and project status.
the failed access method or service.
the exact error text.
the approximate failure time.
the last successful action.
a short relevant log excerpt.
the correlation ID from an AppWizzy error.

Remove passwords, private keys, provider keys, tokens, cookies, and browser session data.

AppWizzy staff access VM content or prompts only after you request assistance. Use the contact page to request support.

Read Security and Shared Responsibility for platform and customer responsibilities.