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Common Issues

Symptoms: Machine appears offline in Driver ManagementCauses & Solutions:
  1. Driver not running 
    # Check if running
Get-Process python -ErrorAction SilentlyContinue

# Start the driver
python main.py
  2. Network connectivity 
    # Test connection
Test-NetConnection -ComputerName api.getgranite.ai -Port 443
  3. Firewall blocking WebSocket
    • Allow outbound HTTPS (443) to api.getgranite.ai
    • Allow WebSocket connections
  4. Invalid credentials
    • Re-enroll the driver with a new token
Symptoms: Driver connects then disconnects repeatedlyCauses & Solutions:
  1. Unstable network
    • Check WiFi/ethernet stability
    • Try a wired connection
  2. Firewall or proxy interference
    • Whitelist api.getgranite.ai
    • Disable SSL inspection for this domain
  3. Backend maintenance
    • Check status.getgranite.ai for outages
Symptoms: Driver is online but jobs stay queuedCauses & Solutions:
  1. Driver busy with another job
    • Check current job in Driver Management
    • Wait for it to complete
  2. Capability mismatch
    • Ensure required software is installed
    • Check driver capabilities in settings
  3. Resource exhaustion
    • Check CPU/RAM usage
    • Restart the driver
Symptoms: Black screen or no video in dashboardCauses & Solutions:
  1. Screen capture permissions
    • Run driver as Administrator
    • Grant screen recording permissions
  2. WebRTC blocked
    • Check firewall allows UDP
    • Disable VPN (may block WebRTC)
  3. Display issues
    • Ensure a display is connected (or use virtual display)
    • Check screen resolution is supported
Symptoms: Import errors, module not foundCauses & Solutions:
  1. Wrong Python version 
    python --version
# Must be 3.12.x, not 3.13+
  2. Dependencies not installed 
    pip install -r requirements.txt
  3. Virtual environment issues 
    # Create fresh environment
python -m venv .venv
.\.venv\Scripts\Activate
pip install -r requirements.txt
Symptoms: Element not found, click misses targetCauses & Solutions:
  1. Screen scaling
    • Set display scaling to 100%
    • Or configure for your scaling in driver settings
  2. Application not responding
    • Add waits before interactions
    • Check application health
  3. UI changed
    • Update automation to match new UI
    • Use more robust element locators

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Diagnostic Commands

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Check Driver Status

# View recent logs
Get-Content C:\granite-driver\logs\latest.log -Tail 50

# Check process
Get-Process -Name python | Where-Object {$_.Path -like "*granite*"}

# Network connectivity
Test-NetConnection -ComputerName api.getgranite.ai -Port 443

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Reset Driver

# Stop the driver
Stop-Process -Name python -Force

# Clear cache
Remove-Item -Path "C:\granite-driver\.cache" -Recurse -Force

# Restart
python main.py

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Verbose Logging

$env:GRANITE_LOG_LEVEL = "DEBUG"
python main.py

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Log Locations

LogLocation
Driver logsC:\granite-driver\logs\
Connection logsC:\granite-driver\logs\connection.log
Execution logsC:\granite-driver\logs\execution.log

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Getting Help

If you can’t resolve the issue:
  1. Collect logs from the last hour
  2. Note the machine ID and error messages
  3. Contact support with this information

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Next Steps

Driver Installation

Reinstall if needed

Driver Management

Check status