Troubleshooting

Most Lunaris problems can be narrowed down by checking your connection, account, workspace, and sync status.

Start with these checks

1. Read the full message shown in Lunaris. It often names the required action.
2. Confirm whether the browser is online by opening another website.
3. Check that you are signed in to the expected account and data region.
4. Select the sync indicator and note its status and Last Synced time.
5. Keep Lunaris open while Uploading or Downloading is shown.
6. Reload the app once if a temporary screen or extension error remains.

Find the matching problem

• Sync Problems — changes are waiting, another device looks out of date, or sync is paused.
• Project Unavailable Offline — a cloud project was not downloaded before the connection was lost.
• Extension Problems — an extension is missing, disabled, unavailable, or fails to load.
• Sign-In and Access Problems — sign-in, invitations, workspaces, permissions, or read-only access are blocking you.

Protect local work first

Do not clear browser site data, remove the browser profile, or choose Purge All Local Data while Local projects or unsynced changes remain. Those actions can permanently remove work that Lunaris Cloud never received.

Open Settings → Local Data to check the upload queue. Clear Upload Queue also discards pending uploads; it is not a normal sync repair step.

If you still need help, open Help Center from the user menu. Include the error message, what you were doing, the sync status, browser and device, and any Request ID shown on the error screen. Do not include your password, two-factor code, backup codes, or passkeys.