> **Warning:** This Epic's description is managed as documentation and mirrors a file in the > website repository. Do not edit it directly. See [how we manage the roadmap](https://selorahomes.com/handbook/departments/product/roadmap-management/) > and propose all content changes via a Merge Request. [Source](https://gitlab.com/selorahomes/products/selorahomes.com/-/blob/main/content/docs/roadmap/automated-troubleshooting-for-installers/index.md) ## Overview Selora already gives installers a way to reach a customer's Home Assistant installation: [secure, on-request remote access](/docs/roadmap/secure-remote-access/) provides temporary, time-boxed access once the customer approves the request. The workflow beyond that hand-off is still manual — and it requires the installer to be a skilled Home Assistant troubleshooter: reading logs, inspecting entities and integrations, and identifying what broke. This feature makes the support session itself automatic. Once a temporary access window is active, Selora Connect uses AI over a secure connection to the installation's MCP server to gather system state, correlate it with the reported symptom, produce a diagnosis, and suggest a concrete fix — so the installer can resolve the issue without diagnosing it from scratch. ## Customer value - **Faster support**: The diagnosis is produced while the installer is still reading the customer's message, not after an hour of manual investigation. - **Lower skill floor**: Installers who are not full Home Assistant experts can still handle most issues — Selora explains what is wrong and how to fix it in plain terms. - **Consistent outcomes**: Every support session follows the same diagnosis-first approach, so resolutions are repeatable and reviewable. - **Less disruption**: The AI collects evidence through the existing secure connection; the installer is not asked to screenshot logs or run commands. - **Customer confidence**: Customers see their installer close issues quickly, with explanations they can understand. ## Scope - **Symptom intake**: The installer describes the customer's issue in natural language in Selora Connect; Selora AI structures it into a troubleshooting goal. - **Secure diagnostics channel**: Connection from Selora Connect to the installation's MCP server, scoped to the active temporary-access window and read-centric (state, logs, integrations, entity registry). - **AI diagnosis engine**: Correlates the symptom with live system state to identify likely root causes, ranked with supporting evidence. - **Fix suggestions**: Concrete, step-by-step remediation — entity or integration settings, configuration changes, or known-workaround references — with the relevant evidence cited. - **Installer confirmation**: Selora proposes; the installer reviews and approves any action before it is executed. Nothing is applied automatically to the customer's installation. - **Session record**: Each troubleshooting session (symptom, evidence, diagnosis, actions) is stored for the installer and searchable across properties. ## Architecture 1. **Access gate**: Troubleshooting is only available while a valid temporary-access window from the secure remote access feature is open. 2. **MCP bridge**: Selora Connect opens a secure, authenticated channel to the device MCP server inside the customer's installation; the channel inherits the access window's expiry. 3. **Evidence collector**: The AI agent queries system state, logs, and integration health through MCP tools, tailored to the reported symptom. 4. **Diagnosis**: Selora AI analyzes the collected evidence and produces ranked root-cause hypotheses with citations to the evidence. 5. **Remediation plan**: A step-by-step fix is generated; the installer approves each step that writes to the installation. 6. **Audit trail**: The full session is recorded and linked to the customer property and the original support request. ## Open questions - **Permission boundary**: Which MCP tools may the AI invoke without installer approval — read-only queries, or limited writes? - **Multi-cause issues**: How to present complex, cascading failures (e.g., a network event that breaks three integrations) without overwhelming the installer? - **Customer notification**: Should the customer be informed, in real time, that a diagnostic session is running on their installation?