Connection problems

“Can’t connect” on the native app

1. Check you’re online (Wi-Fi or cellular).
2. Sign out → sign back in. Fixes most stale-token issues.
3. If you self-host, confirm your tailnet URL is reachable from your phone — open it in Safari first.

If still broken, email support@layergray.com with the time and your account email.

Self-host: server exits with “self-host registration DENIED”

The hub refused your box. Causes, in order of likelihood:

• Your Gray subscription is on Free, lapsed, or cancelled. Lite is the minimum tier; Plus is the minimum for self-host.
• The token is wrong or has been rotated. Re-copy it from the enterprise console and update .env.
• The org id is wrong.

After fixing .env:

docker compose restart gray
# or: systemctl restart voice-brain

Self-host: “Gate seems ignored”

The gate vars must reach the process as real environment variables. Docker (env_file:) and the Ubuntu installer (EnvironmentFile=) do this for you. If you wrote your own launcher, make sure you export the vars.

Self-host: brain failed selftest.py

Claude isn’t authenticated. Either:

• Set ANTHROPIC_API_KEY in .env and restart, or
• (Installer path) run claude once as the service user, then restart.

Self-host: tailscale serve failed

Enable HTTPS Certificates and MagicDNS in the Tailscale admin console, then re-run the printed tailscale serve command.

Self-host: port 443 busy

Re-run the installer with --https-port 8443.

Hub is unreachable but the box keeps working

That’s by design. There’s a grace window (default 7 days) from the last successful gate validation. A hub outage can’t brick your box inside that window. Past it, the box locks itself until the hub is reachable again.