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AI step failed: couldn’t find it on the page / screenshot failed

You might be here because: “It couldn’t find that on the page” · “The screenshot couldn’t be taken” · “This step didn’t work” · “the AI stopped halfway” · “Something was covering it” · “The session didn’t complete this step” · “Tapping it didn’t change anything” · “how do I make the AI retry a step” · “AI keeps failing” · “the AI can’t click the button” · “agent error”

Short answer

When a step fails, the AI view shows a card with a plain headline and, where it makes sense, a suggested next instruction. Pressing the suggestion fills your message box — it sends nothing by itself, and there is no “retry this step” button. Read the headline, adjust the instruction if needed, and send it.

Check first

  • Is the session still running and the page visible? A page that is loading or covered by a popup causes most failures.
  • Read the server’s own reason under the headline; it is shown verbatim.

Likely causes and fixes

The headlines and suggestions below are the app’s own wording:

  1. “It couldn’t find that on the page” → “Describe the button in my own words, then continue”. Name the control as it appears on screen.
  2. “Something was covering it” → “Close what’s covering it, then continue” (a cookie banner, dialog).
  3. “The page didn’t load” → “Open that page again, then continue”. See Page didn’t load in the session if it repeats.
  4. “The page never got to the expected state” → “Wait for the page to settle, then continue”.
  5. “The screenshot couldn’t be taken” → “Take the screenshot again”.
  6. “The page wouldn’t scroll” → “Scroll down the page, then continue”.
  7. “It couldn’t be sure that was the right thing to tap” → “Say which button to use, then continue”.
  8. “Tapping it didn’t change anything” → “Look at the page again, then continue”. The tap was made, but nothing on the page changed: the page may not have been ready, or the control does something else. Continuing has the AI look at the page as it is now and try again from there.
  9. “The page sent back more than fits in one step”, “That step couldn’t be carried out as asked” — rephrase into a smaller step.
  10. “The session didn’t complete this step” — something about the session, not your instruction, stopped the step: for example it is paused, still starting or busy with another step, or the step ran out of time. The server’s sentence underneath says which and what to do — resume the session, wait and continue, open the page again, or start a new session.
  11. “This session stopped answering automated steps” — end the session and launch a new one; see ‘This session stopped answering automated steps’ (session_unresponsive).
  12. “This step didn’t work” — a reason this app version has no headline for; the server’s sentence underneath says more.

If it still fails

If the same step fails repeatedly on a page that works by hand in Manual mode, press Talk to a person in this chat (or open Help) and include the session id, the headline, the server’s reason line and the page. Nothing here needs an account action.