Troubleshooting#

Fix common download, installation, sign-in, licence, and CLI problems.

Overview#

Start with the exact product, version, operating system, architecture, command, and error text. Do not disable signature or licence checks to make an error disappear.

First compare the machine with System Requirements and Network. Record any difference in the operating system, architecture, desktop environment, or browser.

Download Does Not Start#

Public installers do not require sign-in. Use the current download page. HTTP 429 means the request limit was reached; wait for the indicated retry interval. HTTP 503 means the approved artifact or its verification material is unavailable. Report a persistent failure with the exact URL and message.

Windows 11 downloads remain unavailable until public signing and promotion pass. Do not substitute a development package or bypass signature verification.

Package Will Not Install#

Confirm all of the following:

  • the machine is Ubuntu 24.04 LTS on amd64/x86_64;

  • the filename and checksum match Downloads;

  • debsig-verify accepts the package with the published policy and keyring;

  • the command uses sudo apt install ./FILE.deb, including ./;

  • the package manager reports no unresolved dependency or disk-space problem.

Keep the full apt error. A generic screenshot without the failing package and dependency names is usually not enough to diagnose installation.

Browser Sign-In Does Not Return to the App#

Keep the application open while signing in. Allow the browser to open the local 127.0.0.1 callback, close any stale sign-in tab, and select Sign in again. VPN, proxy, endpoint-security, browser isolation, and firewall policies can block loopback callbacks.

No Licence Is Issued#

Account browser sign-in and the machine-licence check are separate. Select Request a licence once. If the screen remains unchanged, stop retrying and record the signed-in email, product, version, operating system, and exact message for support. Do not send the stored credential database or account tokens, and do not bypass the product gate.

If the message refers to the TPM, confirm that the machine exposes a usable TPM 2.0 device and that the current user can access it. If it refers to the secure credential store, restore the desktop keyring or credential service before retrying. Do not manually edit, copy, or replace entitlement or device-trust files.

CLI Command Is Unavailable#

After verified installation, use the installed executable:

Bash
alti version
alti capabilities
alti commands

The action manifest only proves that the embedded registry can be read. The 0.1.9 release install bootstrap supplies the signed installed layout needed by capabilities, Tcl, and protected local runners. If capability or runner authentication fails, check the exact installed path, matching release catalog, and installation diagnostics. Follow Install on Linux; do not fabricate receipts, replace individual binaries, or enable unsigned execution.

For Cloud identity, use alti ide cloud whoami. Top-level alti whoami remains the legacy unverified-identity refusal. A legacy HTTP replacement 409 means the service rejected the current conflict token; fetch fresh evidence from that same service and review the change again rather than automatically retrying.

For an offline validation failure, repeat only the CLI First Success example with a non-sensitive source. Keep stdout, stderr, and the exit status separate. A malformed job, an unsafe source permission, or a path outside the workspace can cause this offline failure. A server failure cannot: this preflight makes no network request.

Collect a Minimal Diagnostic Report#

Run read-only checks one at a time. Do not run the application as an administrator and do not collect an entire home directory or application-data directory.

Useful facts are:

  • the output of uname -s and uname -m;

  • NAME, VERSION_ID, and VERSION_CODENAME from /etc/os-release;

  • the exact package name, version, and architecture reported by dpkg-query for an installed desktop product;

  • whether command -v altifigence-ide or command -v altifigence-isa-studio finds the launcher;

  • the downloaded filename and locally calculated SHA-256;

  • the exact screen title or CLI error code, exit status, and approximate local time of the failure.

Before sharing a log or screenshot, review every line. Remove source text, absolute project paths when sensitive, email addresses not needed for the case, tokens, cookies, authorization codes, private download links, private keys, and third-party tool licence data. Prefer the smallest excerpt that still contains the failing action and complete error.

Contact#

Send support questions to contact@altifigence.com. Include only:

  • product, version, operating system, and architecture;

  • the exact command or screen where the failure occurred;

  • the complete error text and approximate time;

  • the artifact filename and calculated SHA-256 when relevant.

Also state what you expected, what happened instead, and whether the problem is reproducible with a new non-sensitive project or the CLI offline preflight.

Remove project source, proprietary logs, access tokens, cookies, private keys, and personal data before attaching diagnostics.