Troubleshooting

Symptom	Check
Install / Marketplace blocked	License valid? Correct domain? Bought outside Envato — do you have a Hirevia-issued code? License
Empty “New interview”	Install + enable text/voice/video plugins; add AI Provider defaults
“AI is disabled”	Enable plugin + usable default model for that job
Reports stuck building	Cron + queue; Scores model configured — see CRON and Admin → Health
Report ready but UI does not update	Wait a few seconds (polling) or enable Reverb; hard refresh if still stuck
Notifications stay stale	Bell polls without Reverb; confirm cron/queue if nothing new is created
No recording on report	Recording opted in? Tavus recording enabled? Cron running? Wait/refresh
Credits error on start	Wallet balance vs hold; plan feature enabled
Stripe checkout for plugins	License server Marketplace Stripe + webhooks; return URL
Camera/mic blocked	HTTPS; browser permissions
Google sign-in missing	Admin → Access — Client ID + secret + switch — Access guide

Confirm cron, license, and plugin enablement.
Confirm Contact support with purchase code, site URL, PHP version, and steps to reproduce., license, and plugin enablement.
If you bought Hirevia somewhere that is not Envato, include your domain name, that platform’s purchase code, and your username so support can issue a Hirevia purchase code — see License and editions.