> For the documentation index, fetch https://sync.so/docs/llms.txt. Append .md to a page URL for Markdown. Documentation-search MCP: https://sync.so/docs/_mcp/server.

# troubleshoot skill

> The sync. labs troubleshoot agent skill works out why a sync. job failed, stalled or was rejected, explains the real cause in plain words, picks the work back up without starting a second paid job, and can report the problem to sync.

> **Tip**
>
> Install this skill with `npx skills add synchronicity-labs/skills --skill troubleshoot`, or get every skill with the Claude Code plugin. See [Agent skills](/docs/plugins-and-extensions/agent-skills/overview).

## What it does

`troubleshoot` works out why a sync. job failed, stalled or was rejected, tells you the real cause in plain words, and picks the work back up without starting a second paid job. When the problem was a confusing error or a missing feature, it can also send a short report to the sync. team, with no secrets or media attached.

## When to reach for it

| What happened                                     | Reach for                                                                                                |
| ------------------------------------------------- | -------------------------------------------------------------------------------------------------------- |
| A job failed, was rejected, or seems stuck        | `troubleshoot`                                                                                           |
| A 402, 429 or other sync. error                   | `troubleshoot`                                                                                           |
| The sync. tools vanished or say you're signed out | `troubleshoot`, which reconnects you the same way as [setup](/docs/plugins-and-extensions/agent-skills/setup) |
| You haven't connected sync. yet                   | [setup](/docs/plugins-and-extensions/agent-skills/setup)                                                      |
| Your own code gets errors from the API            | [sync-api](/docs/plugins-and-extensions/agent-skills/sync-api)                                                |

## Try

* "My lipsync failed, why?"
* "This dub has been processing for 20 minutes"
* "I keep getting concurrency_limit_reached"
* "The video came out but the mouth looks off"

## What you need

* The sync. MCP server connected, for reading job status and your account. Without it, the skill can still explain an error message you paste.
* The error text, or the generation or batch ID if you have it.

## Common questions

#### Was I charged for the failed job?

No. Failed generations aren't charged.

#### It's still processing. Should I start it again?

No. Pending isn't failed, and a second job won't finish sooner. The skill keeps checking the same job.

#### My request timed out. Did it go through?

Maybe. The skill looks for the job, or retries the identical request with the same key, which returns the original instead of starting another one.

#### The result looks wrong.

The usual causes are in the source: a turned or covered face, several people in frame, music under the voice, or low resolution. The skill checks those, and suggests `sync-3` if an older model was used. Trying again is a new paid generation, so it quotes first.

#### What does the report to sync. include?

The kind of problem, the exact error, the tool and the job ID. Never your key, signed links, personal data or media.

## It's working if

* You get the actual cause, with the error code when there is one.
* No second paid job starts unless you approve a new attempt.
* The original work resumes from where it stopped.