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Diagnostics and support

Use the status shown by your installed app when checking availability. A build, a running service or a successful connection alone does not prove that a feature works on your device or with your provider.

Check the relevant status​

  • Account and license: check License Status before troubleshooting a locked action. A pending check is different from a denied license.
  • Voice: use tts_status, stt_status or the TUI /voice command. A voice model being installed does not confirm microphone permission or audible output.
  • Channels: check connector status and the result of a fresh message. Queue acceptance is not proof that a provider delivered a reply.
  • Background work: inspect task or process status and its result. A completed process is not necessarily a successful application operation.
  • Server: use the distinction between liveness, readiness and diagnostics described in Server diagnostic readiness.

The native app, Web Command Center and terminal TUI share relevant product status, but availability can differ by platform. A local diagnostic does not certify another device, provider account or network connection.

Support bundles​

Use Observability → Support Bundle, the Web Support Bundle panel, or /support-bundle in the terminal to inspect a redacted diagnostic preview. Review the export and its destination before confirming. Include your app version, platform, the action attempted and the visible error when describing a problem.

A support bundle is intended to exclude credentials and raw conversation content. Still review any file you plan to share. Do not add raw logs, private documents or credential files to a report without checking them separately.

Send a support email​

Use EMAIL SUPPORT in Observability, Send via email in the Web Support Bundle panel, or:

/support-email

/support email and /support send are equivalent terminal forms. The app saves the redacted bundle and opens a draft addressed to support@telemus.ai in your email client. Review the draft and press Send there. Telemus does not send it or claim delivery for you.

If no email application is available, the app shows the saved bundle location and draft instructions so you can complete the handoff yourself.

Managed deployments​

Contact your operator when diagnostics report storage, account or service readiness failures. Use the approved update and recovery process for that deployment. Do not bypass authentication or license checks to make a health indicator appear successful.

See Troubleshooting, Licensing and Platform Support for customer recovery guidance.