# Enabling the Troubleshoot add-on **URL:** \ **Category:** General Discussions\ **Created:** [May 7, 2024, 8:11pm UTC](https://hub.mender.io/t/enabling-the-troubleshoot-add-on/6807 "2024-05-07T20:11:51Z")\ **Posts on this page:** 7\ **Page:** 1
**Author:** ![Michael-staytuned.co](https://avatars.discourse-cdn.com/v4/letter/m/5f9b8f/32.png) [@Michael-staytuned.co](https://hub.mender.io/u/Michael-staytuned.co)\ **Post date:** [May 7, 2024, 8:11pm UTC](https://hub.mender.io/t/enabling-the-troubleshoot-add-on/6807/1 "2024-05-07T20:11:52Z")
I’ve been looking to enable the Troubleshoot add-on since last Friday. When I upgraded our account from trial to Professional, it disabled the Remote Terminal while we were actively using it. So I then tried to add the Troubleshoot add-on, but [hosted.mender.io](http://hosted.mender.io) just says “request submitted” every time. Who is looking at these requests and when will it be looked at…? ---
**Author:** ![lramirez](https://yyz2.discourse-cdn.com/flex036/user_avatar/hub.mender.io/lramirez/32/1195_2.png) [@lramirez](https://hub.mender.io/u/lramirez)\ **Post date:** [May 7, 2024, 10:48pm UTC](https://hub.mender.io/t/enabling-the-troubleshoot-add-on/6807/2 "2024-05-07T22:48:13Z")
Hello @Michael-staytuned.co, I already enabled it in your account. Can you double check? BR, Luis ---
**Author:** ![Michael-staytuned.co](https://avatars.discourse-cdn.com/v4/letter/m/5f9b8f/32.png) [@Michael-staytuned.co](https://hub.mender.io/u/Michael-staytuned.co)\ **Post date:** [May 9, 2024, 1:42pm UTC](https://hub.mender.io/t/enabling-the-troubleshoot-add-on/6807/3 "2024-05-09T13:42:39Z")
Thank you it’s working! ---
**Author:** ![Sathish](https://avatars.discourse-cdn.com/v4/letter/s/858c86/32.png) [@Sathish](https://hub.mender.io/u/Sathish)\ **Post date:** [May 19, 2025, 4:22pm UTC](https://hub.mender.io/t/enabling-the-troubleshoot-add-on/6807/4 "2025-05-19T16:22:12Z")
Hi @Michael-staytuned.co, We face the same issue, the Troubleshooting Add-On is in Pending state for long, could you enable it at the earliest? Appreciate your help. Regards Sathish ---
**Author:** ![mathias-developpe](https://yyz2.discourse-cdn.com/flex036/user_avatar/hub.mender.io/mathias-developpe/32/2709_2.png) [@mathias-developpe](https://hub.mender.io/u/mathias-developpe)\ **Post date:** [June 23, 2026, 2:56pm UTC](https://hub.mender.io/t/enabling-the-troubleshoot-add-on/6807/5 "2026-06-23T14:56:20Z")
Hi, I’m facing the same issue with the Troubleshoot add-on on Hosted Mender (EU). **Plan:** Basic, 50 Standard devices **Add-on:** Troubleshoot × 50 devices **Steps I followed:** 1. Went to Settings → Upgrade/Add-ons and selected the Troubleshoot add-on 2. The subscription page showed the correct new price 3. Clicked **“Confirm Subscription”** — it said success and logged me out to refresh tokens 4. After logging back in, the Troubleshoot add-on shows as **not active** — the Remote Terminal tab is not visible on any device 5. When I try to confirm the subscription again, I get the error: On the device side, `mender-connect` is installed and running, but the logs show a continuous `websocket: bad handshake` error, which confirms the server is rejecting the WebSocket connection because the add-on is not active server-side. I need to intervene urgently on my remote devices. Any help activating the add-on would be greatly appreciated 🙂 Could someone from the Mender team manually enable the Troubleshoot add-on on my account? Thank you for your help! 🙏 ---
**Author:** ![TheYoctoJester](https://yyz2.discourse-cdn.com/flex036/user_avatar/hub.mender.io/theyoctojester/32/1444_2.png) [@TheYoctoJester](https://hub.mender.io/u/TheYoctoJester)\ **Post date:** [June 23, 2026, 3:31pm UTC](https://hub.mender.io/t/enabling-the-troubleshoot-add-on/6807/6 "2026-06-23T15:31:27Z")
Hi @mathias-developpe, Can you please send a mail to [support@mender.io](mailto:support@mender.io)? Then we’ve got a bunch of helpful folks who’ll set you up. 🤘 Greetz, Josef ---
**Author:** ![mathias-developpe](https://yyz2.discourse-cdn.com/flex036/user_avatar/hub.mender.io/mathias-developpe/32/2709_2.png) [@mathias-developpe](https://hub.mender.io/u/mathias-developpe)\ **Post date:** [June 23, 2026, 3:45pm UTC](https://hub.mender.io/t/enabling-the-troubleshoot-add-on/6807/7 "2026-06-23T15:45:29Z")
Hi @TheYoctoJester, Yes, that’s exactly what I just did . Thanks for your response! 🤙 Best regards, Mathias