> ## Documentation Index
> Fetch the complete documentation index at: https://docs.useshape.org/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> When install, sign-in, or chat fails.

Start with the matching heading. If none of these fit, [contact](/docs/help/contact) with the account email and the version from **Help → About**.

## The app will not open

It needs Windows 10 or 11, 64-bit. Download the installer again from [useshape.org/download](https://useshape.org/download) and run it.

If it opens and closes immediately, run it once more after a reboot. If it still fails, send the version you tried to install.

## Sign-in never finishes

Finish the step in the browser, then return to the app. If the browser is stuck:

1. Close the browser tab.
2. Sign out from the app if you are halfway in.
3. Sign in again.

Do not paste a password into chat.

## Chat will not send

Check the plan and remaining credits on [Billing](/dashboard/settings/billing). Free includes Auto only. A named model on Free will not send.

If you are on a paid plan and send still fails, switch to Auto once. If Auto works, the named model is the problem for that turn. If Auto also fails, check [status](/status).

## The preview cannot reach localhost

Start your app first, then open that URL in the [browser](/docs/agent/browser).

`localhost` has to be the same machine. A URL on another device will not load in Shape’s preview.

## GitHub data is missing

[Sign in with GitHub](/docs/git/github) and open a folder whose remote is on github.com. A fork or an org the GitHub account cannot see will look empty.

## MCP tools do not appear

Save `mcp.json`, restart Shape, and open the folder again. The `command` has to exist on `PATH` for the app, not only for a terminal you already opened. See [MCP](/docs/customize/mcp).

## An update did not apply

Use **Help → Check for Updates**. If it still reports the old version, install over it from [download](/download).


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