Troubleshoot Runner tasks

Recover when a Runner conversation is waiting, stopped, failed, or produces the wrong result.

Troubleshoot from the current task details first. Repeating the same request without checking its state can create duplicate work and hide the original cause.

Entry path

Open the affected store, return to the conversation, then open the current task's status or details.

Before you start

Keep the original conversation open so you do not lose the visible state or error.
Wait for any active action to settle before retrying.
Do not include secrets, payment details, or customer data in copied evidence.

Recovery checklist

Confirm you are in the conversation where the work started.
Read the latest Runner message and task state.
If Runner asked a question, answer that question before sending a new request.
If the task stopped, identify whether it needs input, access, credits, or a corrected request.
If it failed, copy the visible error without including secrets or customer data.
Retry once only when the page offers a retry and the cause is transient.
Otherwise send a focused follow-up that states the desired result and what is currently wrong.
Verify the affected storefront, setting, or asset after Runner reports completion.

Common problems

Problem	What to do
Nothing happens after sending	Confirm the message appears in the conversation and check task details for a waiting state.
Runner asks repeated questions	Answer every required field directly and avoid changing the goal in the same reply.
The task stops for credits	Open usage or plan settings; do not repeatedly resume unchanged work.
The result is incomplete	Name the missing visible outcome in a follow-up. Attach a screenshot when it helps locate the issue.
The wrong page changed	Use version history when appropriate, then identify the exact page or section in the correction.
A retry fails the same way	Stop retrying and contact support with the conversation, task state, and error.

Buttons and results

Control	Result
Task details	Opens status, progress, and any available result information.
Answer or option control	Sends the requested decision and lets the task continue.
Stop, when available	Ends the current run; unfinished work may remain incomplete.
Retry or continue	Starts another attempt from the state Runner supports. Use it only after checking the cause.
New Chat	Starts a separate conversation; it does not repair the original task automatically.