> ## Documentation Index
> Fetch the complete documentation index at: https://docs.skydreamcloud.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Check access and save problems while preserving your work.

## Devices show different documents

Check that both devices use the same account and the same service/environment.
Connect encrypted document access on each device, then open the same saved
document. A public release and a private test service do not share accounts or
documents automatically.

## Cloud access is locked

Use the existing document passphrase or recovery kit. Signing in again with the
same email address is not a substitute for connecting document access. Do not
reset keys or clear local data to remove a lock message.

## Changes are not saved or live editing needs recovery

Keep the document open and read the action offered by the app. Preserve a copy
when requested, then use the provided retry/recovery action. Report the exact
message and the steps that triggered it. Do not replace a document containing
retained edits until you have preserved those edits.

## The service is unavailable

Saved local documents can remain usable on an already connected device. Check
your connection and the service address supplied with the build. A private local
test build also needs its matching local test service.

## Ubuntu reports a package problem

Use the Ubuntu package matching your architecture. Keep the terminal's final
error message and check whether package setup completed. An informational
`_apt` file-access note after successful setup does not mean installation failed.
See [Ubuntu installation](https://docs.skydreamcloud.com/installation/ubuntu.md) for the install/update commands.

When reporting a problem, include your app version, operating system, release
channel and reproduction steps. Never include passwords, document passphrases,
recovery codes, session tokens or private document contents.


## Related topics

- [Install on Ubuntu](https://docs.skydreamcloud.com/installation/ubuntu.md)
- [Sync and offline work](https://docs.skydreamcloud.com/guides/sync-and-offline.md)


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