Troubleshooting Pivra Desk

Most problems have a plain cause. Find yours below; if it is not here, email support@pivra.ai with the diagnostics from Settings → General → Copy diagnostics (they never include keys, files, or what your agents read).

The model is slow, or the app says it is short of memory

A model on this computer needs free memory to run well. If there is not enough, it still loads, then crawls.

• The app may show: This computer may not have enough free memory for it; close other apps or choose a smaller model in Settings → Model. Do exactly that: close browser tabs and apps you are not using, or switch to Gemma 4 E2B (3.3 GB) or Qwen2.5 0.5B (0.5 GB).
• On 8 GB computers, use Gemma 4 E2B, and keep other apps closed during a long task.
• On 16 GB, Gemma 4 E4B is the everyday choice. Gemma 4 12B pushes other apps out on 16 GB and can slow to a crawl; it is for 24 GB or more.
• The first word takes longer when the model is loading. On an M2 Pro with 16 GB, a cold start to ready takes about 4 seconds with Gemma 4 E2B.
• For long, multi-step jobs, your own Claude or OpenAI key is faster. See Choosing a model.

Replies look like examples, not real answers

No model is set up yet, so replies are scripted examples. The steps, tools, and approval cards are real. You chose Continue without a model during setup. Pick one in Settings → Model; the model on this computer needs a download first.

Sign-in code problems

• The code expired before it was approved. Press Sign in to get a new one. Codes are short-lived. Press Sign in in Settings → Account for a fresh 8-character code, then enter it at pivra.ai/desk/activate.
• The sign-in was declined on pivra.ai. You pressed decline on the website. Press Sign in to try again.
• Enter the 8-character code shown in Pivra Desk. The website needs the code exactly as the app shows it, letters and digits.
• Upgraded but the app still says Free? Press Check now under Settings → Account. Plus turns on within a minute. Make sure the app is signed in to the same Pivra account you paid with.
• Not checked lately; still on while Pivra Desk is offline is not an error: the app could not reach pivra.ai and is honouring your plan through the grace period.

Windows

• SmartScreen notice when opening the installer: choose More info, then Run anyway. The installer is signed; Windows shows the notice because the app is new.
• Programs will not run. On Windows the agent's programs run in Docker for now. Install Docker Desktop (For technical users: set up Docker Desktop during setup, or Settings → Safety later), or allow programs to run directly on this computer in Settings → Safety (off by default, and not isolated). A built-in Windows sandbox is planned.
• Where did the app go? It stays in the system tray by the clock so routines keep working. Right-click the bird there to open or quit.

Mac

• The app will not open on my Mac. The Mac build is for Apple silicon (M1 and later). It does not run on Intel Macs.
• Saved logins are unavailable. The vault's key is in your login keychain. If the keychain is locked, saved logins are unavailable until it opens; the app never switches silently to another key.
• Where did the app go? Click the bird in the menu bar to open or quit.

Routines did not run

Routines run while the app is open and the computer is on. If the computer was asleep at the time, the routine runs once when it wakes, within a few hours. Quitting the app stops routines until it opens again; closing the window does not. See Routines.

A card says "You moved on without answering, so this did not run."

You left the chat before answering an approval card, so the action was dropped. Ask the agent to do it again and answer the new card.

Google or GitHub will not connect

• One-click sign-in is part of Plus; on Free, connect with your own sign-in app (free, with steps under Apps).
• Google may warn that Pivra's sign-in app is unverified while Google's review is in progress. The scopes requested are calendar (read only) and your account email.
• Gmail needs your own Google sign-in app for now. See Connecting Google and GitHub.

Updates

Couldn't check for updates. Check your internet connection and try again. Try again online. See Updates.

Still stuck?

Email support@pivra.ai. Say what you did, what you expected, and what happened, and paste the diagnostics. We reply, we fix it, and we say so.