Start with the troubleshooter inside Ashley: click the Ashley item in the status bar, then Troubleshoot and repair. It names the broken piece and repairs what is safe; Show log has the details. The manual (Ashley: Open the manual) has a symptom table.
Students: the Trial Edition is free for approved Wayne State AccessIDs (ask for access); your lab lead is the first line of support. Support for paid licenses is provided while the license is active, through the address below, on a commercially reasonable basis and without a response-time promise (agreement, section 9(b)).
Notices under either agreement (section 19(a) notice of a dispute, Full Edition section 9(d) refund requests and 9(e) outage claims, privacy requests, requests for a paper copy) go to:
NOTICE ADDRESS TO BE PUBLISHED BY THE LICENSOR BEFORE ANY MARKETPLACE LISTING OR PAID KEY
(a postal address and an e-mail address that are not a university or hospital address)
Until then, notices go to the person who issued your key.
Section 19 of the agreement: before any lawsuit, the party with a claim sends the other a signed written notice (name, the e-mail in the license record, the install id from Ashley: License, the problem, the outcome wanted) and both sides have 60 days to resolve it, with a call if either asks. Claims are individual (class-action waiver), heard by a judge (jury waiver) in Wayne County, Michigan or the Eastern District of Michigan, or in small-claims court where you live. There is no arbitration clause in this version. Nothing in the agreement takes away a right your state's law does not allow to be waived.
The Trial Edition is free, takes no payment and converts to nothing; approval can be withdrawn and the edition can end with 30 days' notice, and because nothing is paid nothing is refunded. Full Edition keys, if offered, are one-time term licenses and do not renew; within 14 days of a paid purchase you may ask for a full refund for any reason, once. After that, no refund is due when Ashley stops working because of an outside dependency named in section 7 of the agreement (the university's grid, network or policies; Anthropic; Microsoft; GitHub; Hugging Face; your own accounts). If such an outage lasts more than fourteen consecutive days during a paid term, tell us and the days are added to your license once it works again (section 9(e)). Where keys are sold through a reseller acting as merchant of record, that reseller's refund policy applies to the purchase.
Report a security problem privately to the notice address, not in a public place. Good-faith research within the law is welcome. Details: the SECURITY policy shipped with the source.
Your acceptance of the agreement (version, text hashes, what you ticked, your typed name, the time) is kept on your computer in ~/.ashley-local/terms.json with the exact texts beside it, so you can store and print them. Licensor keeps license and acceptance records for the life of the license and six years after.
Texts: Trial Edition License Agreement, Full Edition License Agreement, Privacy statement.