Troubleshooting

Cannot Log In to Admin Panel

Symptoms

  • Clicking Magic Link shows ā€œUnauthorizedā€ or ā€œToken Invalidā€
  • Page is blank or wonā€™t load

Diagnostic Steps

  1. Check URLå®Œę•“ę€§

    āŒ https://xxx-00.realvco.com/?token=abc... (may be truncated)
āœ… https://xxx-00.realvco.com/?token=eyJhbG... (complete long URL)
    • Ensure youā€™ve copied the complete URL
    • Check if thereā€™s a ā€œshow full URLā€ option in the email

  2. Check if Token has expired

    • Magic Link expires after 24 hours
    • If used once, Token becomes invalid immediately
    • Solution: Copy from email again, or contact support to resend

  3. Clear browser cache

    • Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) for hard refresh
    • Or open ā€œIncognito Modeā€ to test

  4. Check network connection

    • Confirm you can access other websites
    • Try switching networks (e.g., mobile hotspot)

AI Partner Not Responding

Symptoms

  • Sent message but AI doesnā€™t reply
  • Shows ā€œtypingā€ but never produces results

Diagnostic Steps

  1. Check container status

    • Enter Admin Panel
    • Check if the AI partner status is ā€œRunningā€
    • If not, click ā€œStartā€ to launch

  2. Check Gateway connection

    • View Gateway status in Admin Panel
    • If showing ā€œDisconnectedā€, may be a network issue
    • Solution: Wait for auto-reconnect, or restart container

  3. Check model configuration

    • Confirm the container has AI model properly configured
    • Check if API Key is valid

  4. View logs

    • Click containerā€™s ā€œLogsā€ button
    • Look for error messages (red text)

Messaging Software Connection Failed

Symptoms

  • No response after scanning QR Code
  • Shows ā€œPairing failedā€ or ā€œToken Invalidā€

Platform-Specific Diagnosis

Telegram

  1. Check Bot Token

    • Confirm you copied the complete Token from @BotFather
    • Format should be 123456789:ABCdefGHIjklMNOpqrSTUvwxyz

  2. Confirm Bot wasnā€™t deleted

    • Search for your Bot in Telegram
    • If not found, need to recreate

  3. Check Webhook

    • Confirm Telegram settings in Admin Panel are correct
    • Try resetting Webhook

WhatsApp

  1. Use correct pairing method

    • WhatsApp Business API requires special application
    • Personal WhatsApp cannot connect directly

  2. Check phone number

    • Confirm number format is correct (including country code)
    • Example: +886912345678

LINE

  1. Check Channel Secret and Token

    • Copy from LINE Developers Console
    • Note the difference between Channel Secret (shorter) and Channel Access Token (longer)

  2. Confirm Webhook URL setting

    • Set correct Webhook URL in LINE Console
    • Format: https://xxx-1.realvco.com/messaging/line/webhook

System Slow or Laggy

Symptoms

  • Admin Panel loads slowly
  • AI response time too long (> 30 seconds)
  • Container operations (Start/Stop) respond slowly

Diagnostic Steps

  1. Check resource usage

    • View resource charts in Admin Panel System Bar
    • Focus on CPU, memory, and disk usage

  2. When resource usage is high

    Memory > 90%:

    • Restart container to free memory
    • Reduce number of simultaneous tasks

    CPU consistently 100%:

    • Check for abnormal processes (possible mining malware)
    • View container logs to identify high CPU processes

    Disk > 90%:

    • Run ā€œDocker Pruneā€ to clean unused images
    • Delete unnecessary files

  3. Check network latency

    • Use ping xxx-00.realvco.com to test connection
    • If latency is high, may be CDN node issue

Container Wonā€™t Start

Symptoms

  • Clicking ā€œStartā€ but container status remains ā€œStoppedā€
  • Or stuck on ā€œStartingā€

Diagnostic Steps

  1. View logs

    • Click ā€œLogsā€ to view startup errors
    • Common errors:
      • port already in use ā†’ Port occupied, restart entire system
      • out of memory ā†’ Insufficient memory, free resources and retry

  2. Check disk space

    • If disk is full, container cannot write data
    • Run Docker Prune to clean up space

  3. Restart entire system

    • Click ā€œReboot Serverā€ in MAIN Tab
    • Wait 1-2 minutes then retry

Data Loss or Anomalies

Symptoms

  • AI partner seems to have ā€œforgottenā€ previous settings
  • Conversation history is gone
  • Files disappeared

Possible Causes and Solutions

  1. Container was rebuilt

    • If container was deleted and rebuilt, data will be lost
    • Prevention: Regularly use Export Data for backup

  2. Disk was full

    • System may have automatically cleaned old data
    • Solution: Clean up disk space, restore from backup

  3. Database corruption

    • Rarely occurs
    • Solution: Restore from backup, or reconfigure

Cannot Connect to Specific Website/API

Symptoms

  • AI partner says cannot access certain website
  • API calls fail

Possible Causes

  1. DNS issues

    • Try running in Host Terminal: nslookup example.com
    • If fails, may be DNS configuration issue

  2. Firewall blocking

    • Target website may block Cloudflare IPs
    • Try using different connection method

  3. SSL certificate issues

    • Some older programs may not accept newer SSL
    • Update relevant packages or programs

Pre-Support Checklist

Before seeking assistance, please confirm the following information:

  • Specific error message: Complete error text or screenshot
  • When it occurred: When did the problem start?
  • Scope of impact: Are all services down, or only specific features?
  • Solutions already tried: What have you attempted?
  • Recent changes: What configuration changes did you make before the problem appeared?

How to Collect Useful Logs

  1. Container logs:

    # Execute in Admin Panel Terminal
docker logs oc-1 --tail 100

  2. System logs:

    # View recent system messages
journalctl -n 100

  3. Network status:

    # Test connection
ping -c 4 google.com
curl -I https://api.telegram.org

Still canā€™t solve it? Please contact support with the above information, and weā€™ll assist you as soon as possible!