Grok Bot cannot connect on desktop or mobile; reset outcome unknown — T-F50709

Support Bug Reports
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1

Where does the bug appear (feature/product)?

Grok Bot

Describe the Bug

Grok Bot remains stuck reconnecting on macOS, and my Bots do not load. The same account also fails to connect on mobile. The problem existed before the reset attempt.

Troubleshooting already performed:

  • Restarted the desktop app.
  • Attempted to update Grok Bot’s Computer.
  • Initiated ONE Reset on September 5, 2026 at 18:18:24 UTC.
  • About 10 minutes later, the client returned: edge/handler-failed: [aborted] socket hang up.
  • At 18:33:05 UTC, GetSandBoxRunState returned HTTP 200 with SAND_BOX_RUN_STATE_HIBERNATED and imageUpdateAvailable=true.
  • Earlier wake-up tests did not complete through either the TUN route or a direct route bypassing TUN.

No additional Reset has been initiated. I understand that hibernation is normal and the client timeout does not establish the backend reset outcome.

Email support ticket: T-F50709. The AI support assistant said it could not inspect the backend reset state, arrange a human handoff, or perform manual recovery, and indicated it was closing the ticket.

Could a staff member investigate the cloud computer associated with my account and determine whether recovery is needed?

Steps to Reproduce

On my affected account:

  1. Open Grok Bot on macOS while signed in.
  2. Wait for the cloud computer to connect.
  3. The app remains stuck reconnecting, and Bots do not load.
  4. Open Grok Bot on mobile using the same account.
  5. The mobile app also fails to connect.

Expected Behavior

The cloud computer should wake up and connect successfully. My Bots should load, and I should be able to send messages from both desktop and mobile.

Operating System

MacOS

Version Information

Grok Bot desktop: 0.43.0 (stable)
Operating system: macOS 26.2
The same account also fails to connect on mobile; mobile version not yet recorded.

For AI issues: which model did you use?

N/A. The app cannot connect to the cloud computer or load Bots, so I cannot start a conversation or identify the active model.

For AI issues: add Request ID with privacy disabled

No model/inference Request ID is available. The sidebar is also unusable, so I cannot copy a Conversation ID.

Cloud-control client request IDs are provided under Additional Information.

Additional Information

Support ticket: T-F50709.

Cloud-control client request IDs (these are not model Request IDs or Conversation IDs):

ForceRecreateSandBox:
28b7fd39-78c1-4758-8ab1-ef6434be57f2

EnsureSandBox:
8be1169c-a42c-4401-9490-f3cb37c5c5af

WatchSandBoxMigration:
03099f9e-b888-437c-8dcf-09f10b6d57f8

The single Reset was initiated on September 5, 2026 at 18:18:24 UTC. The client disconnected approximately 10 minutes later; the backend outcome remains unknown.

Email support said these IDs were not found in standard request logs. Please correlate my account and the timestamp with the cloud computer’s lifecycle/recovery logs.

Grok Bot is completely unusable on both desktop and mobile. Please arrange a manual investigation. I can provide account details privately to staff.

Does this stop you from using Cursor

No - Cursor works, but with this issue

image
image2080×1520 56.8 KB

7

Hey @Ricard1, thanks for the detailed report, and sorry about the runaround with the support assistant. This one’s on our side, not your Mac, phone, or network, and your Bots and their data are safe.

For now, please hold off on Reset, Update, and Recover - re-running them actually makes it harder to clear. There’s nothing you need to do on your end; that ~10-minute “socket hang up” is just the app’s status stream timing out, not a failed reset.

I’ve passed this to the team to finish on our end, and I’ll reply here as soon as it’s sorted.

8

:smiling_face_with_tear: :smiling_face_with_tear: still no reply

10

@Ricard1 sorry for the long wait here. Your computer is back online and reconnected, with your bots and their data intact. Please open Grok Bot on desktop or mobile and your bots should load, and you should be able to send again. If anything still won’t connect, reply here with what you’re seeing and I’ll jump straight back in.