Updated Troubleshooting page
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@ -23,29 +23,55 @@ keywords:
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---
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import { Tabs } from 'nextra/components'
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import { Callout } from 'nextra/components'
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import { Callout, Steps } from 'nextra/components'
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# Troubleshooting
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## How to Get Error Logs
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Error logs are essential for troubleshooting issues and getting help from Jan team. To get error logs from Jan, follow the steps below:
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#### Through the Jan Interface
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1. Open **System Monitor** in the footer
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2. Choose **App Log**
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<br/>
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<br/>
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#### Through Terminal
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**Application Logs**
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```bash
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tail -n 50 ~/Library/Application\ Support/jan/data/logs/app.log
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```
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**Server Logs**
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```bash
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tail -n 50 ~/Library/Application\ Support/jan/data/logs/cortex.log
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```
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<Callout type="warning">
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Ensure to redact any private or sensitive information when sharing logs or error details. We retain your logs for only 24 hours.
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</Callout>
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## Broken Build
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To resolve the issue where your Jan is stuck in a broken build after installation.
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To resolve the issue where Jan is stuck in a broken build after installation:
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<Tabs items={['Mac', 'Windows', 'Linux']}>
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<Tabs.Tab>
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1. Uninstall Jan.
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1. **Uninstall** Jan
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2. Delete Application Data, Cache, and User Data:
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2. **Delete** Application Data, Cache, and User Data:
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```zsh
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# Step 1: Delete the application data
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# Step 1: Delete application data
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rm -rf ~/Library/Application\ Support/jan/data
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# Step 2: Clear application cache
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rm -rf ~/Library/Application\ Support/Jan/cache
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# Step 3: Remove all user data
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rm -rf ~/jan
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```
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3. If you are using a version before `0.4.2`, you need to run the following commands:
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@ -56,16 +82,15 @@ To resolve the issue where your Jan is stuck in a broken build after installatio
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kill -9 <PID>
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```
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4. Download the latest version of Jan from our [homepage](https://jan.ai/).
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4. **Download** the [latest version of Jan](/download)
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</Tabs.Tab>
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<Tabs.Tab>
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1. Uninstall Jan on Windows, by using the [Windows Control Panel](https://support.microsoft.com/en-us/windows/uninstall-or-remove-apps-and-programs-in-windows-4b55f974-2cc6-2d2b-d092-5905080eaf98).
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1. **Uninstall** Jan, using the [Windows Control Panel](https://support.microsoft.com/en-us/windows/uninstall-or-remove-apps-and-programs-in-windows-4b55f974-2cc6-2d2b-d092-5905080eaf98)
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2. Delete Application Data, Cache, and User Data:
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2. **Delete** Application Data, Cache, and User Data:
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```bash
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# You can delete the `/Jan` directory in Windows's AppData Directory by visiting the following path `%APPDATA%\Jan`
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cd C:\Users\%USERNAME%\AppData\Roaming
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rmdir /S jan
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```
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@ -79,51 +104,24 @@ To resolve the issue where your Jan is stuck in a broken build after installatio
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taskkill /F /PID <PID>
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```
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4. Download the latest version of Jan from our [homepage](https://jan.ai/).
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4. **Download** the [latest version of Jan](/download)
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</Tabs.Tab>
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<Tabs.Tab>
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1. Uninstall Jan
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<Tabs items={['Linux', 'Debian / Ubuntu', 'Others']}>
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<Tabs.Tab >
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To uninstall Jan, use your package manager's uninstall or remove option.
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This will return your system to its state before installation in Jan.
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This method can also reset all settings if you are experiencing any issues with Jan.
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</Tabs.Tab>
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<Tabs.Tab value = "deb_ub" label = "Debian / Ubuntu">
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To uninstall Jan, run the following command.MDXContent
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```bash
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sudo apt-get remove jan
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# where Jan is the name of Jan's package
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```
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This will return your system to its state before installation in Jan.
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This method can also reset all settings if you are experiencing any issues with Jan.
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</Tabs.Tab>
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<Tabs.Tab value = "other" label = "Others">
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You can uninstall Jan by deleting the `.AppImage` file.
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If you wish to remove all user data associated with Jan after uninstallation, you can delete the user data at `~/jan`.
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This method can also reset all settings if you are experiencing any issues with Jan.
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</Tabs.Tab>
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</Tabs>
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1. **Uninstall** Jan
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Choose the appropriate method based on how you installed Jan:
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**For Debian/Ubuntu:**
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```
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sudo apt-get remove jan
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```
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**For Others:** Delete the Jan `.AppImage` file from your system
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2. Delete Application Data, Cache, and User Data:
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```bash
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# You can delete the user data folders located at the following `~/jan`
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rm -rf ~/jan
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rm -rf ~/.local/share/jan/data
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```
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3. If you are using a version before `0.4.2`, you need to run the following commands:
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@ -134,7 +132,7 @@ To resolve the issue where your Jan is stuck in a broken build after installatio
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kill -9 <PID>
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```
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4. Download the latest version of Jan from our [homepage](https://jan.ai/).
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4. **Download** the [latest version of Jan](/download)
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</Tabs.Tab>
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</Tabs>
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@ -146,88 +144,81 @@ Following these steps, you can cleanly uninstall and reinstall Jan, ensuring a s
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</Callout>
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## Troubleshooting NVIDIA GPU
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To resolve issues when Jan does not utilize the NVIDIA GPU on Windows and Linux systems.
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To resolve issues when the Jan app does not utilize the NVIDIA GPU on Windows and Linux systems.
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<Steps>
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#### 1. Ensure GPU Mode Requirements
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### Step 1: Verify Hardware and System Requirements
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<Tabs items={['Windows', 'Linux']}>
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<Tabs.Tab>
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##### NVIDIA Driver
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#### 1.1. Check GPU Detection
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First, verify that your system recognizes the NVIDIA GPU:
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**Windows:**
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- Right-click desktop → NVIDIA Control Panel
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- Or check Device Manager → Display Adapters
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**Linux:**
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```
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lspci | grep -i nvidia
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```
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#### 1.2. Install Required components
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**NVIDIA Driver:**
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1. Install [NVIDIA Driver](https://www.nvidia.com/en-us/drivers/) for your GPU (CUDA 11.7 or higher)
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2. Verify installation:
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- Install an [NVIDIA Driver](https://www.nvidia.com/Download/index.aspx) supporting CUDA 11.7 or higher.
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- Use the following command to verify the installation:
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```
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nvidia-smi
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```
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Expected output should show your GPU model and driver version.
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```bash
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nvidia-smi
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```
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**CUDA Toolkit:**
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1. Download and install [CUDA toolkit](https://developer.nvidia.com/cuda-downloads)
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2. Verify installation:
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##### CUDA Toolkit
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```
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nvcc --version
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```
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**Linux Additional Requirements:**
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1. Required packages are installed:
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```
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sudo apt update
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sudo apt install gcc-11 g++-11 cpp-11
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```
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See [detailed instructions](https://gcc.gnu.org/projects/cxx-status.html#cxx17).
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- Install a [CUDA toolkit](https://developer.nvidia.com/cuda-downloads) compatible with your NVIDIA driver.
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- Use the following command to verify the installation:
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2. Set up CUDA environment:
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```
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export LD_LIBRARY_PATH=$LD_LIBRARY_PATH:/usr/local/cuda/lib64
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```
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See [detailed instructions](https://docs.nvidia.com/cuda/cuda-installation-guide-linux/index.html#post-installation-actions).
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```bash
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nvcc --version
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```
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<Callout type="info">
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Ensure your (V)RAM is accessible; some users with virtual RAM may require additional configuration.
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</Callout>
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</Tabs.Tab>
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<Tabs.Tab>
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##### NVIDIA Driver
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### Step 2: Turn on GPU acceleration
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- Install an [NVIDIA Driver](https://www.nvidia.com/Download/index.aspx) supporting CUDA 11.7 or higher.
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- Use the following command to verify the installation:
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Jan manages GPU usage automatically:
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- Switches to GPU mode when supported
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- Automatically selects GPU with highest VRAM
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```bash
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nvidia-smi
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```
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To verify GPU acceleration is turned on:
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1. Open **Settings** > **Hardware**
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2. Verify that **GPU Acceleration** is turned on
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3. Verify your selected GPU(s) are visible in **System Monitor** from Jan's footer
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##### CUDA Toolkit
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- Install a [CUDA toolkit](https://developer.nvidia.com/cuda-downloads) compatible with your NVIDIA driver.
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- Use the following command to verify the installation:
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```bash
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nvcc --version
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```
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##### Linux Specifics
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- Ensure that `gcc-11`, `g++-11`, `cpp-11`, or higher is installed.
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- See [instructions](https://gcc.gnu.org/projects/cxx-status.html#cxx17) for Ubuntu installation.
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- **Post-Installation Actions**: Add CUDA libraries to `LD_LIBRARY_PATH`.
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- Follow the [Post-installation Actions](https://docs.nvidia.com/cuda/cuda-installation-guide-linux/index.html#post-installation-actions) instructions.
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</Tabs.Tab>
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</Tabs>
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#### 2. Switch to GPU Mode
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If your system supports it, Jan defaults to CPU mode but automatically switches to GPU mode, selecting the GPU with the highest VRAM. Check this setting in `Settings` > `Advanced Settings`.
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##### Troubleshooting Tips
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If GPU mode isn't enabled by default:
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1. Confirm that you have installed an NVIDIA driver supporting CUDA 11.7 or higher. Refer to [CUDA compatibility](https://docs.nvidia.com/deploy/cuda-compatibility/index.html#binary-compatibility__table-toolkit-driver).
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2. Ensure compatibility of the CUDA toolkit with your NVIDIA driver. Refer to [CUDA compatibility](https://docs.nvidia.com/deploy/cuda-compatibility/index.html#binary-compatibility__table-toolkit-driver).
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3. Add CUDA's `.so` libraries to the `LD_LIBRARY_PATH` for Linux. Ensure that CUDA's `.dll` libraries are in the PATH for Windows. Refer to [Windows setup](https://docs.nvidia.com/cuda/cuda-installation-guide-microsoft-windows/index.html#environment-setup).
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<br/>
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<br/>
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If you encounter an error message indicating that loading a model requires additional dependencies, follow these steps:
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### Step 3: GPU Settings Check
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1. Click on **Install Additional Dependencies** in the error message.
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2. You will be redirected to the **Tensor RT LLM Inference Engine** section.
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3. Click the **Install** button to install additional dependencies.
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1. Go to **Settings** > **Advanced Settings** > Open **Jan Data Folder**
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2. Open **Settings** folder
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3. Open `settings.json` file
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#### 3. Check GPU Settings
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Example `settings.json`:
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1. Navigate to `Settings` > `Advanced Settings` > `Jan Data Folder` to access GPU settings.
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2. Open the `settings.json` file in the `settings` folder. Here's an example:
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```json title="~/jan/data/settings/settings.json"
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```
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{
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"notify": true,
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"run_mode": "gpu",
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@ -256,83 +247,59 @@ If you encounter an error message indicating that loading a model requires addit
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"gpu_highest_vram": "0"
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}
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```
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**Key Configuration Values:**
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- `run_mode`: Should be "gpu" for GPU acceleration
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- `nvidia_driver`: Shows driver status and version
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- `cuda`: Shows CUDA toolkit status and version
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- `gpus`: Lists available GPUs and their VRAM (in MB)
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- `gpu_highest_vram`: ID of GPU with most VRAM
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#### 4. Restart Jan
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Restart the Jan application to make sure it works.
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##### Troubleshooting Tips
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### Step 4: Restart Jan
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- Ensure the `nvidia_driver` and `cuda` fields indicate installed software.
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- If `gpus` field is empty or lacks your GPU, check the NVIDIA driver and CUDA toolkit installations.
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- For further assistance, share the `settings.json` file.
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Restart Jan to make sure it works.
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#### Tested Configurations
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</Steps>
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- **Windows 11 Pro 64-bit:**
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### Tested Configurations
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These configurations have been verified to work with Jan's GPU acceleration. You can use them as reference points for your setup.
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- GPU: NVIDIA GeForce RTX 4070ti
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- CUDA: 12.2
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- NVIDIA driver: 531.18 (Bare metal)
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**Bare Metal Installations**
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- **Ubuntu 22.04 LTS:**
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Windows 11 Pro (64-bit)
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| Component | Version/Model |
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|-----------|--------------|
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| GPU | NVIDIA GeForce RTX 4070Ti |
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| CUDA | 12.2 |
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| NVIDIA Driver | 531.18 |
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| OS | Windows 11 Pro 64-bit |
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| RAM | 32GB |
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- GPU: NVIDIA GeForce RTX 4070ti
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- CUDA: 12.2
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- NVIDIA driver: 545 (Bare metal)
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Ubuntu 22.04 LTS
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| Component | Version/Model |
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|-----------|--------------|
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| GPU | NVIDIA GeForce RTX 4070Ti |
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| CUDA | 12.2 |
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| NVIDIA Driver | 545 |
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| OS | Ubuntu 22.04 LTS |
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- **Ubuntu 20.04 LTS:**
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**Virtual Machine Setups**
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- GPU: NVIDIA GeForce GTX 1660ti
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- CUDA: 12.1
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- NVIDIA driver: 535 (Proxmox VM passthrough GPU)
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Ubuntu on Proxmox VM
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| Component | Version/Model |
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|-----------|--------------|
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| GPU | NVIDIA GeForce GTX 1660Ti |
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| CUDA | 12.1 |
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| NVIDIA Driver | 535 |
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| OS | Ubuntu 20.04/18.04 LTS |
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| VM Type | Proxmox |
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- **Ubuntu 18.04 LTS:**
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- GPU: NVIDIA GeForce GTX 1660ti
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- CUDA: 12.1
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- NVIDIA driver: 535 (Proxmox VM passthrough GPU)
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#### Common Issues and Solutions
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1. If the issue persists, install the [Nightly version](/guides/quickstart/#nightly-releases).
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2. Ensure your (V)RAM is accessible; some users with virtual RAM may require additional configuration.
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3. Seek assistance in [Jan Discord](https://discord.gg/mY69SZaMaC).
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## How to Get Error Logs
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To get the error logs of your Jan application, follow the steps below:
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#### Jan Application
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1. Navigate to the main dashboard.
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2. Click the **gear icon (⚙️)** on the bottom left of your screen.
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3. Under the **Settings screen**, click the **Advanced Settings**.
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4. On the **Jan Data Folder** click the **folder icon (📂)** to access the data.
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5. Click the **logs** folder.
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#### Jan UI
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1. Open your Unix or Linux terminal.
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2. Use the following commands to get the recent 50 lines of log files:
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```bash
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tail -n 50 ~/jan/data/logs/app.log
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```
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#### Jan API Server
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1. Open your Unix or Linux terminal.
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2. Use the following commands to get the recent 50 lines of log files:
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```bash
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tail -n 50 ~/jan/data/logs/server.log
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```
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<Callout type="warning">
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Ensure to redact any private or sensitive information when sharing logs or error details.
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</Callout>
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**Performance Notes**
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- Bare metal installations provide better performance
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- VM setups require proper GPU passthrough configuration
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- Some laptop GPUs may have reduced performance
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- Hybrid graphics (Optimus) may need additional configuration
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## Permission Denied
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@ -346,7 +313,7 @@ Error EACCES: permission denied, mkdtemp '/Users/username/.npm/_cacache/tmp/ueCM
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Permission problems mainly cause this error during installation. To resolve this issue, follow these steps:
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1. Open your terminal.
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1. Open your **Terminal**
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2. Execute the following command to change ownership of the `~/.npm` directory to the current user:
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@ -354,63 +321,82 @@ Permission problems mainly cause this error during installation. To resolve this
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sudo chown -R $(whoami) ~/.npm
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```
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||||
<Callout type="info">
|
||||
This command ensures that the necessary permissions are granted for Jan's installation, resolving the encountered error.
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||||
</Callout>
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||||
This command ensures that the necessary permissions are granted for Jan's installation.
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## Something's Amiss
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When you start a chat with a model and encounter a Something's Amiss error, here's how to resolve it:
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## "Failed to fetch" or "Something's Amiss" errors
|
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1. Ensure your OS is up to date.
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2. Choose a model smaller than 80% of your hardware's V/RAM. For example, on an 8GB machine, opt for models smaller than 6 GB.
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3. Install the latest [Nightly release](/guides/quickstart/#nightly-releases) or [clear the application cache](#broken-build) when reinstalling Jan.
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4. Confirm your V/RAM accessibility, mainly if using virtual RAM.
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5. Nvidia GPU users should download [CUDA](https://developer.nvidia.com/cuda-downloads).
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6. Linux users, ensure your system meets the requirements of gcc 11, g++ 11, cpp 11, or higher. Refer to this [link](#troubleshooting-nvidia-gpu) for details.
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7. You might use the wrong port when you [check the app logs](#how-to-get-error-logs) and encounter the Bind address failed at 127.0.0.1:39291 error. To check the port status, try using the `netstat` command, like the following:
|
||||
When you start a chat with a model and encounter a **Failed to Fetch** or **Something's Amiss** error, here are some possible solutions to resolve it:
|
||||
|
||||
<Tabs items={['Mac', 'Windows', 'Linux']}>
|
||||
<Tabs.Tab >
|
||||
```bash
|
||||
netstat -an | grep 39291
|
||||
```
|
||||
</Tabs.Tab>
|
||||
<Tabs.Tab >
|
||||
```bash
|
||||
netstat -ano | find "39291"
|
||||
tasklist /fi "PID eq 39291"
|
||||
```
|
||||
</Tabs.Tab>
|
||||
<Tabs.Tab >
|
||||
```bash
|
||||
netstat -anpe | grep "39291"
|
||||
```
|
||||
</Tabs.Tab>
|
||||
</Tabs>
|
||||
**1. Check System & Hardware Requirements**
|
||||
- Hardware dependencies: Ensure your device meets all [hardware requirements](docs/troubleshooting#step-1-verify-hardware-and-system-requirements)
|
||||
- OS: Ensure your operating system meets the minimum requirements ([Mac](/docs/desktop/mac#minimum-requirements), [Windows](/docs/desktop/windows#compatibility), [Linux](docs/desktop/linux#compatibility))
|
||||
- RAM: Choose models that use less than 80% of your available RAM
|
||||
- For 8GB systems: Use models under 6GB
|
||||
- For 16GB systems: Use models under 13GB
|
||||
|
||||
**2. Check Model Parameters**
|
||||
- In **Engine Settings** in right sidebar, check your `ngl` ([number of GPU layers](/docs/models/model-parameters#engine-parameters)) setting to see if it's too high
|
||||
- Start with a lower NGL value and increase gradually based on your GPU memory
|
||||
|
||||
**3. Port Conflicts**
|
||||
|
||||
If you check your [app logs](/docs/troubleshooting#how-to-get-error-logs) & see "Bind address failed at 127.0.0.1:39291", check port availability:
|
||||
```
|
||||
# Mac
|
||||
netstat -an | grep 39291
|
||||
|
||||
# Windows
|
||||
netstat -ano | find "39291"
|
||||
tasklist /fi "PID eq 39291"
|
||||
|
||||
# Linux
|
||||
netstat -anpe | grep "39291"
|
||||
```
|
||||
<Callout type="info">
|
||||
`Netstat` displays the contents of various network-related data structures for active connections.
|
||||
</Callout>
|
||||
|
||||
<Callout type='warning'>
|
||||
Jan uses the following ports:
|
||||
- Jan and Cortex API Server: `1337`
|
||||
- Jan Documentation: `3001`
|
||||
Default Jan ports:
|
||||
- Jan and Cortex API Server: `1337`
|
||||
- Jan Documentation: `3001`
|
||||
|
||||
**4. Factory Reset**
|
||||
|
||||
A factory reset can resolve persistent issues by returning Jan to its original state. This will remove all custom settings, downloaded models, and chat history.
|
||||
1. Go to **Settings** > **Advanced Settings**
|
||||
2. At **Reset To Factory Settings**, click **Reset**
|
||||
|
||||
<Callout type="warning">
|
||||
This will delete all chat history, models, and settings.
|
||||
</Callout>
|
||||
|
||||
## Undefined Issue
|
||||
If you experience an undefined or unusual issue, please follow the steps below:
|
||||
1. Delete Jan's extension folder located at `~/jan/data`.
|
||||
2. Restart the Jan application.
|
||||
## Unexpected Token
|
||||
**5. Try a clean installation**
|
||||
- Uninstall Jan & clean Jan data folders ([Mac](/docs/desktop/mac#uninstall-jan), [Windows](/docs/desktop/windows#uninstall-jan), [Linux](docs/desktop/linux#uninstall-jan))
|
||||
- Install the latest [stable release](/download)
|
||||
|
||||
Encountering the `Unexpected token` error when initiating a chat with OpenAI models is mainly caused by your OpenAI key or where you access your OpenAI from. This issue can be solved through the following steps:
|
||||
<Callout type="warning">
|
||||
This will delete all your Jan data.
|
||||
</Callout>
|
||||
|
||||
1. Obtain an OpenAI API key from [OpenAI's developer platform](https://platform.openai.com/) and integrate it into your application.
|
||||
## OpenAI Unexpected Token Issue
|
||||
The "Unexpected token" error usually relates to OpenAI API authentication or regional restrictions.
|
||||
|
||||
**Step 1: API Key Sepup**
|
||||
1. Get a valid API key from [OpenAI's developer platform](https://platform.openai.com/)
|
||||
2. Ensure the key has sufficient credits & appropriate permissions
|
||||
|
||||
**Step 2: Regional Access**
|
||||
1. If you're in a region with restricted access, use a VPN service from a supported region
|
||||
2. Verify your network can reach OpenAI's API endpoints
|
||||
|
||||
|
||||
## Need Further Support?
|
||||
If you can't find what you need in our troubleshooting guide, feel free reach out to us for extra help:
|
||||
- **Copy** your [app logs](/docs/troubleshooting#how-to-get-error-logs)
|
||||
- Go to our [Discord](https://discord.com/invite/FTk2MvZwJH) & send it to **#🆘|get-help** channel for further support.
|
||||
|
||||
2. Using a VPN could potentially solve the issue, especially if it's related to region locking for accessing OpenAI services. Connecting through a VPN may bypass such restrictions and successfully initiate chats with OpenAI models.
|
||||
|
||||
<Callout type="info">
|
||||
If you have any questions or are looking for support, please don't hesitate to contact us via our [Discord community](https://discord.gg/Dt7MxDyNNZ) or create a new issue in our [GitHub repository](https://github.com/janhq/jan/issues/new/choose).
|
||||
</Callout>
|
||||
Check the logs to ensure the information is what you intend to send. We retain your logs for only **24 hours**, so report any issues promptly.
|
||||
</Callout>
|
||||
Loading…
x
Reference in New Issue
Block a user