Common Issues
Driver shows offline
Driver shows offline
Symptoms: Machine appears offline in Driver ManagementCauses & Solutions:
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Driver not running
-
Network connectivity
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Firewall blocking WebSocket
- Allow outbound HTTPS (443) to api.getgranite.ai
- Allow WebSocket connections
-
Invalid credentials
- Re-enroll the driver with a new token
Connection keeps dropping
Connection keeps dropping
Symptoms: Driver connects then disconnects repeatedlyCauses & Solutions:
-
Unstable network
- Check WiFi/ethernet stability
- Try a wired connection
-
Firewall or proxy interference
- Whitelist api.getgranite.ai
- Disable SSL inspection for this domain
-
Backend maintenance
- Check status.getgranite.ai for outages
Jobs not executing
Jobs not executing
Symptoms: Driver is online but jobs stay queuedCauses & Solutions:
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Driver busy with another job
- Check current job in Driver Management
- Wait for it to complete
-
Capability mismatch
- Ensure required software is installed
- Check driver capabilities in settings
-
Resource exhaustion
- Check CPU/RAM usage
- Restart the driver
Video streaming not working
Video streaming not working
Symptoms: Black screen or no video in dashboardCauses & Solutions:
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Screen capture permissions
- Run driver as Administrator
- Grant screen recording permissions
-
WebRTC blocked
- Check firewall allows UDP
- Disable VPN (may block WebRTC)
-
Display issues
- Ensure a display is connected (or use virtual display)
- Check screen resolution is supported
Python/dependency errors
Python/dependency errors
Symptoms: Import errors, module not foundCauses & Solutions:
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Wrong Python version
-
Dependencies not installed
-
Virtual environment issues
UI automation failures
UI automation failures
Symptoms: Element not found, click misses targetCauses & Solutions:
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Screen scaling
- Set display scaling to 100%
- Or configure for your scaling in driver settings
-
Application not responding
- Add waits before interactions
- Check application health
-
UI changed
- Update automation to match new UI
- Use more robust element locators
Diagnostic Commands
Check Driver Status
Reset Driver
Verbose Logging
Log Locations
Getting Help
If you can’t resolve the issue:- Collect logs from the last hour
- Note the machine ID and error messages
- Contact support with this information
Next Steps
Driver Installation
Reinstall if needed
Driver Management
Check status