Troubleshooting
Solutions to common issues.
Installation Issues
macOS: "App is damaged and can't be opened"
This is a Gatekeeper warning. To fix:
- Open System Preferences → Security & Privacy
- Click "Open Anyway" for Agency
- Or run: \
xattr -cr /Applications/Agency.app\
Windows: Installer blocked
- Right-click the installer
- Select Properties
- Check "Unblock" at the bottom
- Click Apply
Performance Issues
Slow document processing
- Close other memory-intensive applications
- Process documents in smaller batches
- Ensure adequate free disk space
High memory usage
- Reduce the number of open documents
- Lower the AI model size in settings
- Restart Agency to clear cache
Sync feels stuck (cloud mode)
- Confirm network connectivity; retries back off automatically.
- Check that your subscription and team storage settings are active.
- If a file repeatedly fails, re-import it; corrupted items are skipped and logged.
Search Issues
Documents not appearing in search
- Wait for processing to complete
- Confirm the file type is supported (see Supported File Types in Getting Started)
- Verify the document contains searchable text
- For scans, ensure OCR succeeded (retry if needed)
Incorrect search results
- Try semantic search for concepts
- Use exact phrases with quotes
- Apply filters to narrow results
Sharing Issues
Recipient cannot open a share link
- Verify the password, expiry time, and allowed email/domain list.
- Revoke and recreate the link if access should continue.
- For encrypted exports, confirm the passphrase matches exactly (case sensitive).
Recovery & Support
- Backups: if you operate offline-only, maintain your own vault backups before major changes.
- If the app will not start, note any error screens and OS version.
- When contacting support, include: OS/platform, app version, whether cloud is enabled, team/org name (if applicable), and a short description of what you tried. Do not send documents or secrets.