ASTERONCommon problems
| Problem | Try this |
|---|---|
| "Couldn't connect to core services" | Select "Try again". If it keeps happening, choose "Quit" from the tray and open the app again. |
| Search returns nothing | Indexing may still be running, or "Rebuilding the search index". Check Index status. |
| A new file doesn't show up | Check excluded folders and extensions, then "Re-index changes" in Folders |
| A document shows "Failed" | Passwords, damage and size limits are common causes. Fix it, then "Retry failed documents" |
| Indexing is too slow | Set Indexing › Performance mode to Fast. Add work folders instead of whole drives |
| Mail shows "Reconnect needed" | Reconnect in Settings › Mail. For Naver, create a new app password. |
| Google or Microsoft shows "Reconnect needed" | Select "Reconnect" on that connection in Settings |
| Alt+Space does nothing | Make sure you're signed in. If it clashes with another program it switches to Ctrl+Space or Win+Alt+Space. |
| AI features are locked | Check your plan. Features by plan |
| AI only shows a usage notice | This month's allowance is used up. AI usage |
| Signed out on another PC | One PC per account. Account and license |
Report a problem from the app
- Select "Report a problem" in the top bar.
- Choose a type (problem or error / suggestion / question / other) and enter a title and details.
- Paste screenshots with Ctrl+V (up to 5 MB each).
- Turn on "Include app logs" if needed, then select "Send". You'll get a reference number.
Document content is never sent. If you turn on "Include app logs", recent logs go along and may contain the names and paths of indexed files. "Report a problem" appears when you're signed in.
Check it yourself
- Settings › General › Diagnostics: copy a diagnostic report to paste into your request.
- Open log folder: available from the troubleshooting menu.
Still stuck?
Open a support ticket. Including the following helps us respond faster:
- What you were doing, step by step
- The exact error message on screen
- App version (Settings › Updates) and Windows version
Don't include passwords, verification codes or payment details.
Didn't solve your problem?Include the error message and app version and we'll look into it quickly.
Create a support ticket arrow_forward