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@ -23,29 +23,55 @@ keywords:
--- ---
import { Tabs } from 'nextra/components' import { Tabs } from 'nextra/components'
import { Callout } from 'nextra/components' import { Callout, Steps } from 'nextra/components'
# Troubleshooting # Troubleshooting
## How to Get Error Logs
Error logs are essential for troubleshooting issues and getting help from Jan team. To get error logs from Jan, follow the steps below:
#### Through the Jan Interface
1. Open **System Monitor** in the footer
2. Choose **App Log**
<br/>
![App log](./_assets/trouble-shooting-02.png)
<br/>
#### Through Terminal
**Application Logs**
```bash
tail -n 50 ~/Library/Application\ Support/jan/data/logs/app.log
```
**Server Logs**
```bash
tail -n 50 ~/Library/Application\ Support/jan/data/logs/cortex.log
```
<Callout type="warning">
Ensure to redact any private or sensitive information when sharing logs or error details. We retain your logs for only 24 hours.
</Callout>
## Broken Build ## Broken Build
To resolve the issue where your Jan is stuck in a broken build after installation. To resolve the issue where Jan is stuck in a broken build after installation:
<Tabs items={['Mac', 'Windows', 'Linux']}> <Tabs items={['Mac', 'Windows', 'Linux']}>
<Tabs.Tab> <Tabs.Tab>
1. Uninstall Jan. 1. **Uninstall** Jan
2. Delete Application Data, Cache, and User Data: 2. **Delete** Application Data, Cache, and User Data:
```zsh ```zsh
# Step 1: Delete the application data # Step 1: Delete application data
rm -rf ~/Library/Application\ Support/jan/data rm -rf ~/Library/Application\ Support/jan/data
# Step 2: Clear application cache # Step 2: Clear application cache
rm -rf ~/Library/Application\ Support/Jan/cache rm -rf ~/Library/Application\ Support/Jan/cache
# Step 3: Remove all user data
rm -rf ~/jan
``` ```
3. If you are using a version before `0.4.2`, you need to run the following commands: 3. If you are using a version before `0.4.2`, you need to run the following commands:
@ -56,16 +82,15 @@ To resolve the issue where your Jan is stuck in a broken build after installatio
kill -9 <PID> kill -9 <PID>
``` ```
4. Download the latest version of Jan from our [homepage](https://jan.ai/). 4. **Download** the [latest version of Jan](/download)
</Tabs.Tab> </Tabs.Tab>
<Tabs.Tab> <Tabs.Tab>
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). 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)
2. Delete Application Data, Cache, and User Data: 2. **Delete** Application Data, Cache, and User Data:
```bash ```bash
# You can delete the `/Jan` directory in Windows's AppData Directory by visiting the following path `%APPDATA%\Jan`
cd C:\Users\%USERNAME%\AppData\Roaming cd C:\Users\%USERNAME%\AppData\Roaming
rmdir /S jan rmdir /S jan
``` ```
@ -79,51 +104,24 @@ To resolve the issue where your Jan is stuck in a broken build after installatio
taskkill /F /PID <PID> taskkill /F /PID <PID>
``` ```
4. Download the latest version of Jan from our [homepage](https://jan.ai/). 4. **Download** the [latest version of Jan](/download)
</Tabs.Tab> </Tabs.Tab>
<Tabs.Tab> <Tabs.Tab>
1. Uninstall Jan 1. **Uninstall** Jan
<Tabs items={['Linux', 'Debian / Ubuntu', 'Others']}>
<Tabs.Tab >
To uninstall Jan, use your package manager's uninstall or remove option. Choose the appropriate method based on how you installed Jan:
This will return your system to its state before installation in Jan. **For Debian/Ubuntu:**
```
This method can also reset all settings if you are experiencing any issues with Jan. sudo apt-get remove jan
```
</Tabs.Tab> **For Others:** Delete the Jan `.AppImage` file from your system
<Tabs.Tab value = "deb_ub" label = "Debian / Ubuntu">
To uninstall Jan, run the following command.MDXContent
```bash
sudo apt-get remove jan
# where Jan is the name of Jan's package
```
This will return your system to its state before installation in Jan.
This method can also reset all settings if you are experiencing any issues with Jan.
</Tabs.Tab>
<Tabs.Tab value = "other" label = "Others">
You can uninstall Jan by deleting the `.AppImage` file.
If you wish to remove all user data associated with Jan after uninstallation, you can delete the user data at `~/jan`.
This method can also reset all settings if you are experiencing any issues with Jan.
</Tabs.Tab>
</Tabs>
2. Delete Application Data, Cache, and User Data: 2. Delete Application Data, Cache, and User Data:
```bash ```bash
# You can delete the user data folders located at the following `~/jan` rm -rf ~/.local/share/jan/data
rm -rf ~/jan
``` ```
3. If you are using a version before `0.4.2`, you need to run the following commands: 3. If you are using a version before `0.4.2`, you need to run the following commands:
@ -134,7 +132,7 @@ To resolve the issue where your Jan is stuck in a broken build after installatio
kill -9 <PID> kill -9 <PID>
``` ```
4. Download the latest version of Jan from our [homepage](https://jan.ai/). 4. **Download** the [latest version of Jan](/download)
</Tabs.Tab> </Tabs.Tab>
</Tabs> </Tabs>
@ -146,88 +144,81 @@ Following these steps, you can cleanly uninstall and reinstall Jan, ensuring a s
</Callout> </Callout>
## Troubleshooting NVIDIA GPU ## Troubleshooting NVIDIA GPU
To resolve issues when Jan does not utilize the NVIDIA GPU on Windows and Linux systems.
To resolve issues when the Jan app does not utilize the NVIDIA GPU on Windows and Linux systems. <Steps>
#### 1. Ensure GPU Mode Requirements ### Step 1: Verify Hardware and System Requirements
<Tabs items={['Windows', 'Linux']}> #### 1.1. Check GPU Detection
<Tabs.Tab> First, verify that your system recognizes the NVIDIA GPU:
**Windows:**
- Right-click desktop → NVIDIA Control Panel
- Or check Device Manager → Display Adapters
**Linux:**
```
lspci | grep -i nvidia
```
#### 1.2. Install Required components
**NVIDIA Driver:**
1. Install [NVIDIA Driver](https://www.nvidia.com/en-us/drivers/) for your GPU (CUDA 11.7 or higher)
2. Verify installation:
##### NVIDIA Driver ```
nvidia-smi
```
Expected output should show your GPU model and driver version.
- Install an [NVIDIA Driver](https://www.nvidia.com/Download/index.aspx) supporting CUDA 11.7 or higher. **CUDA Toolkit:**
- Use the following command to verify the installation: 1. Download and install [CUDA toolkit](https://developer.nvidia.com/cuda-downloads)
2. Verify installation:
```bash ```
nvidia-smi nvcc --version
``` ```
**Linux Additional Requirements:**
1. Required packages are installed:
```
sudo apt update
sudo apt install gcc-11 g++-11 cpp-11
```
See [detailed instructions](https://gcc.gnu.org/projects/cxx-status.html#cxx17).
##### CUDA Toolkit 2. Set up CUDA environment:
```
export LD_LIBRARY_PATH=$LD_LIBRARY_PATH:/usr/local/cuda/lib64
```
See [detailed instructions](https://docs.nvidia.com/cuda/cuda-installation-guide-linux/index.html#post-installation-actions).
- Install a [CUDA toolkit](https://developer.nvidia.com/cuda-downloads) compatible with your NVIDIA driver. <Callout type="info">
- Use the following command to verify the installation: Ensure your (V)RAM is accessible; some users with virtual RAM may require additional configuration.
</Callout>
```bash ### Step 2: Turn on GPU acceleration
nvcc --version
```
</Tabs.Tab> Jan manages GPU usage automatically:
<Tabs.Tab> - Switches to GPU mode when supported
- Automatically selects GPU with highest VRAM
##### NVIDIA Driver To verify GPU acceleration is turned on:
1. Open **Settings** > **Hardware**
2. Verify that **GPU Acceleration** is turned on
3. Verify your selected GPU(s) are visible in **System Monitor** from Jan's footer
- Install an [NVIDIA Driver](https://www.nvidia.com/Download/index.aspx) supporting CUDA 11.7 or higher. <br/>
- Use the following command to verify the installation: ![Hardware](./_assets/trouble-shooting-01.png)
<br/>
```bash
nvidia-smi
```
##### CUDA Toolkit
- Install a [CUDA toolkit](https://developer.nvidia.com/cuda-downloads) compatible with your NVIDIA driver.
- Use the following command to verify the installation:
```bash
nvcc --version
```
##### Linux Specifics
- Ensure that `gcc-11`, `g++-11`, `cpp-11`, or higher is installed.
- See [instructions](https://gcc.gnu.org/projects/cxx-status.html#cxx17) for Ubuntu installation.
- **Post-Installation Actions**: Add CUDA libraries to `LD_LIBRARY_PATH`.
- Follow the [Post-installation Actions](https://docs.nvidia.com/cuda/cuda-installation-guide-linux/index.html#post-installation-actions) instructions.
</Tabs.Tab>
</Tabs>
#### 2. Switch to GPU Mode
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`.
##### Troubleshooting Tips
If GPU mode isn't enabled by default:
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).
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).
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).
If you encounter an error message indicating that loading a model requires additional dependencies, follow these steps: ### Step 3: GPU Settings Check
1. Click on **Install Additional Dependencies** in the error message. 1. Go to **Settings** > **Advanced Settings** > Open **Jan Data Folder**
2. You will be redirected to the **Tensor RT LLM Inference Engine** section. 2. Open **Settings** folder
3. Click the **Install** button to install additional dependencies. 3. Open `settings.json` file
#### 3. Check GPU Settings Example `settings.json`:
1. Navigate to `Settings` > `Advanced Settings` > `Jan Data Folder` to access GPU settings. ```
2. Open the `settings.json` file in the `settings` folder. Here's an example:
```json title="~/jan/data/settings/settings.json"
{ {
"notify": true, "notify": true,
"run_mode": "gpu", "run_mode": "gpu",
@ -256,83 +247,59 @@ If you encounter an error message indicating that loading a model requires addit
"gpu_highest_vram": "0" "gpu_highest_vram": "0"
} }
``` ```
**Key Configuration Values:**
- `run_mode`: Should be "gpu" for GPU acceleration
- `nvidia_driver`: Shows driver status and version
- `cuda`: Shows CUDA toolkit status and version
- `gpus`: Lists available GPUs and their VRAM (in MB)
- `gpu_highest_vram`: ID of GPU with most VRAM
#### 4. Restart Jan
Restart the Jan application to make sure it works.
##### Troubleshooting Tips ### Step 4: Restart Jan
- Ensure the `nvidia_driver` and `cuda` fields indicate installed software. Restart Jan to make sure it works.
- If `gpus` field is empty or lacks your GPU, check the NVIDIA driver and CUDA toolkit installations.
- For further assistance, share the `settings.json` file.
#### Tested Configurations </Steps>
- **Windows 11 Pro 64-bit:** ### Tested Configurations
These configurations have been verified to work with Jan's GPU acceleration. You can use them as reference points for your setup.
- GPU: NVIDIA GeForce RTX 4070ti **Bare Metal Installations**
- CUDA: 12.2
- NVIDIA driver: 531.18 (Bare metal)
- **Ubuntu 22.04 LTS:** Windows 11 Pro (64-bit)
| Component | Version/Model |
|-----------|--------------|
| GPU | NVIDIA GeForce RTX 4070Ti |
| CUDA | 12.2 |
| NVIDIA Driver | 531.18 |
| OS | Windows 11 Pro 64-bit |
| RAM | 32GB |
- GPU: NVIDIA GeForce RTX 4070ti Ubuntu 22.04 LTS
- CUDA: 12.2 | Component | Version/Model |
- NVIDIA driver: 545 (Bare metal) |-----------|--------------|
| GPU | NVIDIA GeForce RTX 4070Ti |
| CUDA | 12.2 |
| NVIDIA Driver | 545 |
| OS | Ubuntu 22.04 LTS |
- **Ubuntu 20.04 LTS:** **Virtual Machine Setups**
- GPU: NVIDIA GeForce GTX 1660ti Ubuntu on Proxmox VM
- CUDA: 12.1 | Component | Version/Model |
- NVIDIA driver: 535 (Proxmox VM passthrough GPU) |-----------|--------------|
| GPU | NVIDIA GeForce GTX 1660Ti |
| CUDA | 12.1 |
| NVIDIA Driver | 535 |
| OS | Ubuntu 20.04/18.04 LTS |
| VM Type | Proxmox |
- **Ubuntu 18.04 LTS:** **Performance Notes**
- GPU: NVIDIA GeForce GTX 1660ti - Bare metal installations provide better performance
- CUDA: 12.1 - VM setups require proper GPU passthrough configuration
- NVIDIA driver: 535 (Proxmox VM passthrough GPU) - Some laptop GPUs may have reduced performance
- Hybrid graphics (Optimus) may need additional configuration
#### Common Issues and Solutions
1. If the issue persists, install the [Nightly version](/guides/quickstart/#nightly-releases).
2. Ensure your (V)RAM is accessible; some users with virtual RAM may require additional configuration.
3. Seek assistance in [Jan Discord](https://discord.gg/mY69SZaMaC).
## How to Get Error Logs
To get the error logs of your Jan application, follow the steps below:
#### Jan Application
1. Navigate to the main dashboard.
2. Click the **gear icon (⚙️)** on the bottom left of your screen.
3. Under the **Settings screen**, click the **Advanced Settings**.
4. On the **Jan Data Folder** click the **folder icon (📂)** to access the data.
5. Click the **logs** folder.
#### Jan UI
1. Open your Unix or Linux terminal.
2. Use the following commands to get the recent 50 lines of log files:
```bash
tail -n 50 ~/jan/data/logs/app.log
```
#### Jan API Server
1. Open your Unix or Linux terminal.
2. Use the following commands to get the recent 50 lines of log files:
```bash
tail -n 50 ~/jan/data/logs/server.log
```
<Callout type="warning">
Ensure to redact any private or sensitive information when sharing logs or error details.
</Callout>
## Permission Denied ## Permission Denied
@ -346,7 +313,7 @@ Error EACCES: permission denied, mkdtemp '/Users/username/.npm/_cacache/tmp/ueCM
Permission problems mainly cause this error during installation. To resolve this issue, follow these steps: Permission problems mainly cause this error during installation. To resolve this issue, follow these steps:
1. Open your terminal. 1. Open your **Terminal**
2. Execute the following command to change ownership of the `~/.npm` directory to the current user: 2. Execute the following command to change ownership of the `~/.npm` directory to the current user:
@ -354,63 +321,82 @@ Permission problems mainly cause this error during installation. To resolve this
sudo chown -R $(whoami) ~/.npm sudo chown -R $(whoami) ~/.npm
``` ```
<Callout type="info"> This command ensures that the necessary permissions are granted for Jan's installation.
This command ensures that the necessary permissions are granted for Jan's installation, resolving the encountered error.
</Callout>
## Something's Amiss
When you start a chat with a model and encounter a Something's Amiss error, here's how to resolve it: ## "Failed to fetch" or "Something's Amiss" errors
1. Ensure your OS is up to date. 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:
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.
3. Install the latest [Nightly release](/guides/quickstart/#nightly-releases) or [clear the application cache](#broken-build) when reinstalling Jan.
4. Confirm your V/RAM accessibility, mainly if using virtual RAM.
5. Nvidia GPU users should download [CUDA](https://developer.nvidia.com/cuda-downloads).
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.
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:
<Tabs items={['Mac', 'Windows', 'Linux']}> **1. Check System & Hardware Requirements**
<Tabs.Tab > - Hardware dependencies: Ensure your device meets all [hardware requirements](docs/troubleshooting#step-1-verify-hardware-and-system-requirements)
```bash - 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))
netstat -an | grep 39291 - RAM: Choose models that use less than 80% of your available RAM
``` - For 8GB systems: Use models under 6GB
</Tabs.Tab> - For 16GB systems: Use models under 13GB
<Tabs.Tab >
```bash
netstat -ano | find "39291"
tasklist /fi "PID eq 39291"
```
</Tabs.Tab>
<Tabs.Tab >
```bash
netstat -anpe | grep "39291"
```
</Tabs.Tab>
</Tabs>
**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"> <Callout type="info">
`Netstat` displays the contents of various network-related data structures for active connections. `Netstat` displays the contents of various network-related data structures for active connections.
</Callout> </Callout>
<Callout type='warning'> Default Jan ports:
Jan uses the following ports: - Jan and Cortex API Server: `1337`
- Jan and Cortex API Server: `1337` - Jan Documentation: `3001`
- 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> </Callout>
## Undefined Issue **5. Try a clean installation**
If you experience an undefined or unusual issue, please follow the steps below: - Uninstall Jan & clean Jan data folders ([Mac](/docs/desktop/mac#uninstall-jan), [Windows](/docs/desktop/windows#uninstall-jan), [Linux](docs/desktop/linux#uninstall-jan))
1. Delete Jan's extension folder located at `~/jan/data`. - Install the latest [stable release](/download)
2. Restart the Jan application.
## Unexpected Token
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"> <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). 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> </Callout>