# Troubleshooting

This page helps you diagnose and resolve common issues in Treasure AI Studio.

## Common Issues

| Issue | Solution |
|  --- | --- |
| Can't sign in | Verify the correct region is selected for your Treasure AI account. See [SSO Login](/products/ai-studio/security/sso-login) for detailed authentication troubleshooting |
| Landing page doesn't load | Check your network connection. On Desktop, ensure macOS 14+ and Xcode command-line tools are installed |
| Suggestion pills don't appear | Refresh the page (Web) or restart the app (Desktop/Mobile). If the problem persists, start a new chat |


## Chat Does Not Return a Response

If you start a chat but never receive a response, the cause is often a network security product blocking the streaming connection Treasure AI Studio uses to deliver replies.

### Symptom

- You send a message in Treasure AI Studio, but no response is returned and the screen appears to hang.
- The same behavior reproduces across multiple browsers (for example, Microsoft Edge and Google Chrome).
- Other parts of Treasure AI Studio may load normally, but the chat reply never streams in.


### Cause

Treasure AI Studio streams responses from the server using **Server-Sent Events (SSE)**, sent with the `text/event-stream` content type. Instead of waiting for one complete reply, Treasure AI Studio keeps a connection open and receives the response progressively as it is generated.

Some **endpoint protection and network security products** inspect or block this kind of streaming traffic. When SSE is blocked, the connection that should carry your chat response is interrupted, so no reply ever appears.

Note
This is typically enforced on company-managed devices. When a security product blocks SSE, there is no user-side workaround — your internal IT or security team must allow the traffic. See [Resolution](#resolution).

### How to Check

Use the following steps to determine whether the problem is network-level SSE blocking or specific to Treasure AI Studio.

#### 1. Test whether SSE traffic is allowed

Open the following public SSE test endpoint in your browser:

```
https://echo.websocket.org/.sse
```

| Result | What it means |
|  --- | --- |
| Messages stream in continuously | SSE itself works on your network. The issue is likely specific to Treasure AI Studio — [contact Treasure AI support](#resolution). |
| The page opens but no messages appear, or the connection fails | SSE is being blocked at the network level. Continue to the next step. |


#### 2. Isolate the device, account, and network

| Test | What it means |
|  --- | --- |
| Sign in as a **different user on the same device** and the problem still occurs | The cause is likely the device or network, not your account. |
| Sign in with the **same account on a different device** and it works normally | The cause is the original device or network — not your account. |


### Resolution

- **If SSE is blocked:** Ask your internal IT or security team to allow (clear) the SSE (`text/event-stream`) traffic that Treasure AI Studio uses. Because this is enforced by company-managed security software, the change must be made by your IT or security team — there is no user-side workaround.
- **After clearance is applied:** Reload Treasure AI Studio and confirm that chat responses now stream in normally. Allowing SSE traffic has resolved this issue in real cases.
- **If the SSE test passes but Treasure AI Studio chat still fails:** The problem is not network-level SSE blocking. [Contact Treasure AI support](https://www.treasure.ai/contact-us/) with details of the browsers and devices you tested.


## Next Steps

- [Chat Interface](/products/ai-studio/chat/chat) — How chat works in Treasure AI Studio
- [Security & Permissions](/products/ai-studio/security) — Sandbox and network audit log
- [Getting Started](/products/ai-studio/getting-started) — Set up Treasure AI Studio on your platform