# Vault troubleshooting (/docs/vault/troubleshooting) What to do when the codai Vault does not open, when a save is refused because the item changed or was deleted on another device, and when a change takes time to show up on your other devices. ## The vault does not open [#the-vault-does-not-open] ### In the hub [#in-the-hub] | You see | What to do | | ---------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | "Wrong password or Secret Key." | Check both values. The Secret Key starts with `CV1-` and is printed on your recovery kit. This is the vault password, not the password of your codai account. | | You forgot the vault password | Open the **Recovery code** tab of the unlock form and type the code from your kit. Then set a new password under **Settings**, see [Export, password and Secret Key](./export-password.mdx). | | "That recovery code does not open this vault." | The code belongs to another vault or was typed wrong. Compare the **Fingerprint** on the kit with the one shown on the unlock form. | | **Encryption could not load** | The browser blocked WebAssembly. Update the browser or use another one. | | The vault locked while you were away | The hub locks after 10 minutes without activity, or 5 minutes in a hidden tab. Unlock again. | ### In the apps [#in-the-apps] | You see | What to do | | ------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- | | A message that you have no vault yet, with a link to the hub | Create the vault in the hub first, see [Set up your vault](./set-up.mdx). | | Desktop: "Windows Hello is not available on this device." | Set up Windows Hello (face, fingerprint or PIN) in Windows, then open the **Vault** tab again. Until then, use the hub. | | Desktop: **Turn on Windows Hello for the vault** instead of **Unlock with Windows Hello** | This PC is not set up for the vault. Type the **Vault password** and the **Secret Key** once. | | Android: "Set up a fingerprint or face unlock (strong biometric) on this phone first." | Add a fingerprint or a face unlock in the Android settings. The vault does not open with the screen PIN alone. | | Android, from another app: "Unlock the vault once with your password in the codai app" | Open codai, go to **Vault**, and unlock with the password and the Secret Key. After that the fingerprint is enough. | | Android: "The vault is not included in the Google Play version of codai." | Use the hub or the desktop app. See [Add a second device](./devices.mdx). | | iPhone: the password form instead of Face ID, sometimes with "Face ID unlock was removed for this iPhone. Unlock with your password." | A face or a fingerprint was added to the iPhone, or the unlock of this iPhone was removed from the vault. Type the vault password and the Secret Key once. | If you lost the password, the Secret Key and the recovery code, read [If you lose something](./set-up.mdx) before you sign out of a device that still opens the vault. ## "Changed on another device" [#changed-on-another-device] **What happened.** You edited an item that was changed somewhere else after your device loaded it: on another device of yours, or by another member of a shared vault. codai refuses the save so that the other change is not overwritten. Your edit was **not saved**. **What to do.** Copy what you typed if you still need it, load the current version of the item, and edit again. | Where | Message | Load the current version | | ------- | ------------------------------------------------------------------------------- | ----------------------------------------------- | | Hub | "Changed on another device. Reload and try again." | Reload the page and unlock. | | Desktop | "This item changed on another device. Reload and try again." | Choose **Refresh** at the top of the Vault tab. | | Android | "This item changed on another device. It was reloaded: open it and edit again." | Nothing to do: the app already loaded it. | | iPhone | "This item changed on another device. Close, refresh and edit again." | Close the form and pull the list down. | The same can happen in two other places: - Android, when you save a password from another app: "This login changed on another device. Try again." - The hub, when you change the vault password while the unlock methods of the vault are changed on another device. Nothing is saved and your current password keeps working. ## "This item was deleted on another device" [#this-item-was-deleted-on-another-device] **What happened.** The item was deleted somewhere else, by you or by a member of a shared vault, while this device still showed it. A delete always wins over an edit: your change was not saved, and saving again does not bring the item back. **What to do.** - Reload the list. The item disappears from this device too. On Android and iPhone an open item closes by itself when the app notices. - To see who deleted it and when, open **Activity** in the hub and look for **Item deleted**. - A deleted item cannot be restored after its [Undo window](./delete-undo.mdx). If you still need it, create it again. ## A change does not show on another device [#a-change-does-not-show-on-another-device] Changes reach your other devices when those devices ask for them. Nothing is pushed. | Device | When it loads changes | Load now | | ----------- | ---------------------------------------------------------------------------------------------- | --------------------------------------- | | Android | About once a minute while the vault is open and unlocked, and when you come back to the app | The **Refresh** button at the top | | iPhone | About once a minute while the vault is on screen, and when you come back to the app | Pull the list down | | Desktop app | About once a minute while the Vault tab is visible, and when you come back to the codai window | **Refresh** at the top of the Vault tab | | Hub | When the page loads | Reload the page | So an item you add on your phone shows up on another phone and in the desktop app within about a minute, and in the hub after you reload the page. The same applies to deletes. After the Undo window a delete is final at once for agents and for codai's servers, but another device keeps showing the item until its next load. If you edit it there in the meantime, you get the message above. A phone without a connection loads nothing. It catches up at the next sync after it is online again. **Passkeys in the Windows dialog.** Windows shows the list of passkeys that the codai desktop app handed to it. The app updates that list when you unlock the vault and each time its Vault tab loads changes. A passkey you created on your phone a moment ago appears in Windows after that. ## Other messages [#other-messages] | You see | What it means | | ---------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | "This item could not be decrypted with your keys." | The hub could not open this item. It is left out of an export. Try another device, and for an item in a shared vault ask the owner of that vault. | | The hub asks you to confirm your identity before a delete | Deleting needs a sign-in to codai that is less than 15 minutes old. Sign in again and repeat the delete. | | "codai did not fill this login: the app is not linked to it." | The website of that login does not name this Android app. See [Passwords and passkeys in other apps](./autofill-passkeys.mdx). | | A password or passkey was saved, but it is not in the vault | Android or Windows saved it in another manager. Delete it there and save again, choosing codai. See [Passwords and passkeys in other apps](./autofill-passkeys.mdx). | | **Off in Windows** under **Windows passkey provider** | codai is registered, but not turned on in Windows. Turn on **codai Vault** in the Windows passkey settings. | | **Security alarm: a honeytoken was touched**, or agents get nothing | The vault is locked for agents. Check **Activity**, then unlock in the hub with **Unlock with passkey** or on an Android phone with **Unlock agent access**. See [Agents and approvals](./agents.mdx). | | Android: "No connection. The delete is sent as soon as the phone is online again." | The delete you confirmed is kept on the phone and sent later. You do not have to repeat it. |