Start by identifying what failed: creating the site, starting its agent, opening the preview or reaching the site’s address. A missing answer from Tracy does not prove that the previous action failed.
What should I check first?
Check that you are signed in to the account with access to the site, then look in My Sites before creating or importing it again.
- Check your internet connection and sign in again if Tracy says your session ended.
- Open “My Sites”. If the list itself could not load, use “Try again” to reload it. A list-loading error is not an empty site list.
- Find the intended site and read its current status. Use its existing build or workspace to continue, rather than starting another site immediately.
- If access has been removed, ask an Owner or Editor of that site to invite you again. If your role does not permit the action, ask an Owner to perform it or change your role.
A site missing from your list may be an access issue. Its absence alone does not establish that its files were deleted. See Team, roles and invitations for invitations and access requests.
If this does not work: Keep the displayed message and the site address for your report. Do not delete the site as a troubleshooting step.
What should I do if the build stopped?
If a build stage has failed and offers Retry this step, use that control to continue the build on the existing site.
Read the failed stage and its explanation first. The task list identifies where the build stopped. “Retry this step” retries that stage for the same site; it does not create a second site.
The creation screen can also show “The build stopped.” with “Try again”. Follow the recovery shown on that screen after checking “My Sites”. If Tracy cannot confirm that creation started, check for the site before pressing “Create site” again.
If Tracy says it cannot reach the build and is still checking, the build may still be running. That message is not confirmation that it stopped.
For an import that was read and stored but failed during setup, use “Set it up again” when offered to retry the handover of that saved copy to Tracy. An import still running can be followed with “Follow it”; closing its page does not stop it. See Import a site for the recovery instructions for each import stage.
If this does not work: Report the failed stage and its details through Tracy Discord. Do not start a second import while the first is still running.
Will a build paused for an update continue?
A build paused for a Tracy update is designed to continue automatically after the update.
When the build says it is paused while Tracy updates, wait for it to resume. This pause differs from a failed stage that offers a retry. Do not create a replacement site because the build is paused.
If this does not work: Reopen the existing site and read its current build status. If it remains paused or changes to a failure, report that state through Tracy Discord.
What if the site is built but the agent cannot start?
An agent startup failure is separate from a failed site build and does not by itself mean the site copy was lost.
Use “Start the agent” on the completion screen or the site’s row in “My Sites” when offered. The row shows “Starting” while startup is in progress. Use “Open Chat” from the site list when the agent is ready, or “Open the workspace” from the completion screen.
If some pages still show the template’s text, check whether Tracy reported that it could not finish writing your answers. Once chat is working, tell Tracy which content to change. Template text alone does not establish that agent startup failed.
If this does not work: Report the startup message and the existing site. If the build finished without a site address, report the missing address rather than treating it as a new creation request.
What if the preview or site address does not open?
A preview tab that did not open is a different problem from a site that does not answer at its address.
- If the completion screen says the preview tab did not open, try “Open your site in a new tab” and check whether your browser blocked pop-ups for Tracy.
- If a preview address is missing, use “Open the workspace” when offered and report the missing address if it persists.
- To check the recorded address, open “My Sites”, then the site’s “More” menu and “Copy address” when available. Open that address directly in your browser to compare it with the failing link.
- If only your custom domain fails, read its state in “Publish”. DNS can point to the wrong place, HTTPS setup can be pending or failed, and a domain can reach Tracy while the site itself does not return a page. These require different fixes.
- If Tracy reports missing access or a signed-out session, resolve that access message before treating the problem as a server failure.
Do not bypass an HTTPS certificate warning or enter credentials on an unexpected site. See Domains, DNS and HTTPS for domain checks and Publish and go live for publication state.
If this does not work: Report which address fails and whether the recorded Tracy address, the custom domain or only the preview is affected. A failed domain check does not by itself prove that the site was deleted.
Should I resend a request after a connection error or update?
If the outcome is unknown, check the conversation, the site and Site changes before sending the request again.
Distinguish the message Tracy actually shows:
- A refusal that says nothing changed means that action was not performed. Resolve the stated reason before trying again.
- A running or queued message is still pending. Wait rather than submitting a duplicate.
- A confirmed failure identifies work that stopped. Use the recovery offered for that failure.
- An unknown outcome means Tracy cannot confirm what happened. Inspect the current result before retrying.
A message held during an update may still be queued to run. Do not send it again while Tracy says it will run. If Tracy explicitly says the message did not run and asks you to resend it, you can resend it.
An interrupted request may have partly changed the site. Review its changes, then use “Continue” when offered to carry on. Stopping work does not recall a write that was already sent.
AI can make mistakes. Not every change can be undone, and external effects cannot be recalled. Read See what Tracy changed and Undo and backups before attempting recovery.
If this does not work: Leave the uncertain action unrepeated and send its details through Tracy Discord, especially for publishing, restoring or deleting.
What should I send to Tracy Discord?
Include the time and time zone, the affected site, what you were doing and the exact displayed error or reference.
Also include the failed stage, whether the operation is still shown as running, and what you have already checked. Add the relevant conversation or agent session information if available. Use “Copy details” or “Details” when the error offers it, and include a screenshot if it helps explain the state.
Review copied details and screenshots before sharing them. Remove passwords, access tokens, sign-in codes, invitation links and private customer information. Do not assume copied technical details are automatically safe to post publicly.
Send the report through Tracy Discord. For account changes, account deletion or data requests, contact the team through the same channel.
Frequently asked questions
What should I check first?Check that you are signed in to the account with access to the site, then look in My Sites before creating or importing it again.
What should I do if the build stopped?If a build stage has failed and offers Retry this step, use that control to continue the build on the existing site.
Will a build paused for an update continue?A build paused for a Tracy update is designed to continue automatically after the update.
What if the site is built but the agent cannot start?An agent startup failure is separate from a failed site build and does not by itself mean the site copy was lost.
What if the preview or site address does not open?A preview tab that did not open is a different problem from a site that does not answer at its address.
Should I resend a request after a connection error or update?If the outcome is unknown, check the conversation, the site and Site changes before sending the request again.
What should I send to Tracy Discord?Include the time and time zone, the affected site, what you were doing and the exact displayed error or reference.