Troubleshooting

"The disk image is damaged" or "corrupted" on the Mac

This almost always means the download arrived incomplete: a network edge handed back part of the file. The bytes on our side are whole.

• Delete the StudioMori.dmg you have and download it again from the download page.
• Every release has its own address, so a fresh download can never mix two versions into one broken file.
• Still failing? Try another network, or the one line terminal install on the Install and first run page.

Windows warns before the installer runs

Studio Mori Setup.exe is signed by Vyridian L.L.C. While a new release builds its reputation with Microsoft, SmartScreen may ask once: choose More info, then Run anyway.

Smart App Control blocks unsigned apps outright; because the installer is signed, it lets Mori run. If Windows names any publisher other than Vyridian L.L.C., do not run the file: download it again from the download page.

"Update download failed. Retry"

The update came down short, usually from an edge that cut the download off. Press Retry: Mori fetches the full update again rather than patching a partial one. You can also press Check for updates in the app at any time.

Updates install when you quit Mori, so after the card says an update is ready, quit and reopen. If retries keep failing, download the current version from the download page and install it over the old one; your settings, threads and memory are kept.

Clicks do not land, or Mori cannot see the screen (Mac)

macOS sometimes keeps a stale Accessibility or Screen Recording entry after an update, so the switch looks on but the permission no longer applies.

• Open System Settings, Privacy and Security, Accessibility.
• Remove Mori from the list with the minus button, then add her again.
• Do the same under Screen Recording.
• Quit Mori and open her again.

Settings, System Access in Mori shows which permissions she has. To work in your signed in Chrome on the Mac without the extension, turn on Allow JavaScript from Apple Events in Chrome's View, Developer menu.

"This session is full"

On a plan, model use flows in 5 hour sessions that refill on their own. When one is full, you will see one of these:

• This session is full. I'll use the Lite model until it resets: Mori carries on with a lighter model until the session refills, or you can switch to your own key.
• This session is full, and so is its Lite allowance: nothing more on the plan until the reset time shown. Your own key works meanwhile.
• Your free session is full: on Free, add your own key to keep going now, or upgrade for longer sessions.

Nothing is lost. A task that stopped on a full session shows an interrupted card, and its Continue waits for the reset. The account portal shows every meter and when it resets, live.

"This week's usage is full" or "This billing period's usage is full"

A plan also has a daily ceiling and the month's credits. When one is reached, the message says when it resets, and your own keys keep working meanwhile. On any plan, a top up adds credits that are spent after the month's (see Plans and credits), and while you hold a balance your session and daily windows are wider.

Managed usage is paused for everyone for a moment is different: it is a short pause on the service as a whole, not your account. It lifts on its own, and your own keys keep working.

"Your plan does not include that model"

Free runs Mori's fast models on the plan; any model works on your own key, and every paid plan can use any model. Choose another model, upgrade, or switch to your own key for that thread.

A key is rejected

The Providers page tests a key on the spot. The answers mean:

• did not accept that key. Check it was copied whole. The provider refused it: the key is wrong, revoked, or missing a few characters. Copy it again from the provider.
• The key works, but it has reached its spending limit on OpenRouter. Raise the limit or add credit on OpenRouter; until then Mori cannot answer on it.
• Could not reach the provider to check the key. It is kept, and your first message will try it. Check your connection or a firewall.

A picture or clip did not come out

• A model is busy: if a model's own provider is over capacity, the picture moves once to a featured model from another company, unless you named the model, and Mori says so.
• Refused on content: the provider declined the request. Mori never moves a refused job elsewhere; change the request.
• Still being made: a clip can outlive the chat's wait. The reply says it is still being made, and it lands in Creation's Library when done.
• Not made: the month's count: pictures and clips have a monthly count per plan; the message says how many are left and when they come back.

Mori Chrome will not link

Open the Mori Chrome page in the desktop app and read its status line:

• Reachable, but not paired: the extension is installed but not linked. Sign in to the same Studio Mori account in its side panel, or paste the Pairing code once.
• Reachable, but the extension rejects this code: the code is from another computer or out of date. Copy the code from this page again.
• After an extension update, press Reload the extension; the link drops for a moment while Chrome re-reads it, then comes back on its own.

See Mori Chrome.

The phone will not pair

• That code didn't match. Check your phone and try again. Type the 6 digit code exactly as Mori Link shows it right now; if the phone made a new one, use the new one.
• No response. Make sure your phone is showing the code and signed into this account. Both must be signed in to the same Studio Mori account.
• Not connected. Sign in under Account first, then try again. Sign the desktop in, then pair.

See Mori Link for iPhone.

A bot does not answer

• Discord: check that MESSAGE CONTENT INTENT is on for the bot in Discord's developer portal; without it the bot cannot read messages.
• Telegram: make sure you messaged the bot itself, and that the token on the Bots page is the one BotFather gave you.
• Not the owner? Anyone but the owner gets conversation only, with no tools. If your account changed, use Re-lock owner ID and message the bot again.
• The desktop app must be running for a bot to run tasks on your computer.

See Bots.

A task stopped part way

A turn that ended early shows an interrupted card: What ran, what Did not run, and what is On disk, so you can see exactly where it stopped. Continue sends the next step as your next message, naming the phase it picks up from. If the stop was a full session, Continue waits for the reset.

On your computer, closing Mori or the lid pauses a long task, and it picks up when Mori opens again. For work that must keep going while you are away, use a cloud machine.

Crash reports, and getting help

When Mori crashes, a crash report is sent so the team can fix it, with your screen masked. Send crash reports in Settings > Appearance turns this off.

For anything else, open a ticket from the support page or the Tickets page of your account portal. Every reply shows in the ticket's thread there. Say what you asked Mori to do, what you expected, and the words on screen; a screenshot helps.