Support
Name the failed boundary
“Nova is broken” is emotionally valid but diagnostically underfed. Identify whether files are missing, the host cannot discover them, invocation fails, behavior is wrong, or optional state is unhealthy.
Fast triage
| Symptom | First check |
|---|---|
| The plugin does not appear | Confirm the complete nova-the-optimal-ai plugin is installed in the host's actual plugin location, then start a new task. |
$nova is unknown | Distinguish filesystem presence from host discovery and enabled state. Check the host catalog rather than recopying files at random. |
| Nova answers but a specialist does not route | Name the specialist explicitly once. Record the exact prompt, host, model, and observed response. |
| State commands refuse to run | Invoke $nova-operations and ask for read-only status without initialization or repair. Confirm the approved selector registry points outside .codex. |
| An office artifact looks wrong | Inspect the rendered document, deck, sheet, or PDF in its native application. Package checks cannot see clipping, formula recalculation, or presentation drift. |
Useful support evidence
Provide the product version, host and version, model when relevant, installation route, exact command or prompt, expected result, observed result, and the smallest non-sensitive log excerpt that shows the failure. Redact credentials, tokens, private records, and customer content.
Repository routes
Use the detailed troubleshooting guide for recovery steps. Security and privacy issues follow the security reporting boundary. The complete customer package also includes the source policies at its root.
Do not “fix” an upgrade by deleting an older estate. Preserve first, identify authority, and remove only exact approved targets.