Can't reach

Can't reach your computer in Grok Bot

Network failures and the access-ended display bug, from official troubleshooting and staff posts. If the computer view opens and only replies are missing, go to not responding instead.

The button order, then the network

Can't reach your computer, Couldn't reach Grok Bot's computer, and Reconnecting are the same family. Do the product buttons before you touch DNS. Choose Retry or reopen the conversation. Restart the app (menu-bar Quit on Mac, not the window close). Choose Recover computer when the unreachable state offers it. The confirmation dialog calls it Recover Grok Bot's Computer. If Recover is not there, Settings → Updates → Update under Grok Bot's Computer. On iPhone and Android the same controls are Update Computer and Reset Computer under Settings → Bot → Bot Computer. Wait for the replacement. Reset only if recovery and update fail and you accept losing recent unsynced work.

Chat sometimes still works. The hosted computer is a name under cursorvm.com, not the apex you can ping in a browser. Cloud work can continue while the desktop is disconnected, which is why the phone test matters more than the desktop wording.

The same wording is a known display bug when a trial or plan has ended. Retry and Recover fail because the account no longer has Grok Bot access, not because DNS died tonight. The app should say access ended. If the account lost the plan, pick one that includes Grok Bot or link SuperGrok on the same email, fully quit, and reopen. Do not burn an evening on 1.1.1.1 for a billing problem. The pricing page is the plan snapshot.

Test in this order

1. Fully quit and reopen. Menu-bar Quit on macOS. Tray quit on Windows. Closing the window leaves the process up, and Retry then does nothing visible.
2. If Retry or Recover is offered, take that path before Reset. Recover keeps synced bots, files, and logins, and removes installed apps on the computer. Reset can also drop unsynced work.
3. Hotspot on another carrier. Join the phone hotspot from the computer and open Grok Bot. If the hotspot works, your home or office path is the fault. Stop resetting the computer. If the hotspot fails too, and the phone app on cellular also fails, treat it as server-side and slow down.
4. DNS for a subdomain, not the apex. The app connects to a per-computer hostname under cursorvm.com. The apex can resolve while every subdomain returns Query refused. Test a wildcard name, and read the Server line in the lookup so you see which resolver actually answered. Staff point at 1.1.1.1 and 8.8.8.8. On IPv6, a router advertisement can keep the ISP resolver and silently ignore your IPv4 DNS change. Set IPv6 DNS as well (the thread that fixed this used 2606:4700:4700::1111) or the IPv4 change never runs. Then fully quit and reopen.
5. Antivirus HTTPS scanning. Kaspersky, ESET, Avast, AVG, Bitdefender, Norton, Trend Micro, Sophos, and similar products can break the app while the browser still loads. Grok Bot trusts public certificate authorities only. Encrypted-connection scanning swaps the issuer. Turn that scanning off, or exclude Grok Bot, fully quit from the tray or menu bar, and reopen.
6. VPN and company tunnels outside the app. WARP has left a blank screen. Zscaler-style tunnels have left Windows 11 on a black loader. Windows builds have ignored the system HTTP proxy; staff reports say a TUN-mode tunnel is what works when a proxy is mandatory. None of that belongs inside the Agent Computer.

Desktop versus phone

Use the phone as a second view of the same account, not as a new account.

• Desktop black or Reconnecting, iOS works on the same login: bots are not gone. Do not Reset. Prefer Recover or Update, or wait if staff have said an official rebuild is coming. Reset can delete bots.
• Desktop and iOS both stuck, and the phone is on cellular so it is not your Wi-Fi: often server-side. Hold off on Reset, Recover, Update, and signing out.
• Days of Can't reach after Recover, Reset, and a reinstall: usually a stuck hosted box that only staff can restore. Email hi@cursor.com. Include version, OS, the exact sentence, time and timezone, and what you already clicked.
• Mid-session Reconnecting or Showing saved messages while the computer is otherwise healthy: same DNS class. A new computer from Reset lands in the DNS zone your resolver already cannot look up.

Windows-only traps that look like a bad download

Two installed copies: Settings, Apps, Installed apps. Remove the older Grok Bot, quit the tray, open one. The other Windows failure is a proxy the app ignores. It connects directly, so browser checks through a system proxy can pass while Grok Bot fails. Staff’s probe, after TUN mode is on:

curl.exe --noproxy "*" -I https://test123.us10.cursorvm.com

A fast 404 with Server: awselb/2.0 means the direct path works. The hostname is only a probe. A hang or reset means the app will fail too. Do not install the tunnel inside the Agent Computer. Full install notes: Windows download. Re-downloading the installer does not change DNS.

When the network test passes and the label is still wrong, go back to access. Expired trial, lost seat, Legacy Privacy Mode never saved. Those three masquerade as reachability. The stuck page sorts Connecting and Setting up. The recover page is where Update, Recover, and Reset are compared after the tests above have failed for a reason other than your resolver.

Guides

• DNS error — Subdomain lookup under cursorvm.com, IPv4 and IPv6.

FAQ

Related

• Grok Bot guide — What the shared computer is, if the wording is new.
• Not working index — Usage, plugins, and Linux sit beside this card.
• Stuck on a label — Connecting, Setting up, Cleaning up, 50 percent.
• Recover versus Reset — Only after the hotspot and DNS tests.
• Windows download — One copy, tray quit, and TUN versus a system proxy.

Sources

• Official troubleshooting
• Computer recovery
• DNS and first setup
• VPN drops cursorvm
• IPv6 DNS
• Query refused on the subdomain
• Windows app ignores the system proxy
• WARP blank screen