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jan/docs/docs/guides/troubleshooting.mdx
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---
title: Troubleshooting
slug: /troubleshooting
description: Jan Docs | Jan is a ChatGPT-alternative that runs on your own computer, with a local API server.
sidebar_position: 21
keywords:
[
Jan,
Rethink the Computer,
local AI,
privacy focus,
free and open source,
private and offline,
conversational AI,
no-subscription fee,
large language models,
troubleshooting,
error codes,
broken build,
something amiss,
unexpected token,
undefined issue,
permission denied,
]
---
import Tabs from '@theme/Tabs';
import TabItem from '@theme/TabItem';
## Broken Build
To resolve the issue where your Jan is stuck in a broken build after installation.
<Tabs>
<TabItem value="mac" label="Mac" default>
#### 1. Uninstall Jan
Delete Jan from your `/Applications` folder.
#### 2. Delete Application Data, Cache, and User Data
```zsh
# Step 1: Delete the application data
## Newer versions
rm -rf ~/Library/Application\ Support/jan
## Versions 0.2.0 and older
rm -rf ~/Library/Application\ Support/jan-electron
# Step 2: Clear application cache
rm -rf ~/Library/Caches/jan*
# Step 3: Remove all user data
rm -rf ~/jan
```
#### 3. Additional Step for Versions Before 0.4.2
If you are using a version before `0.4.2`, you need to run the following commands:
```zsh
ps aux | grep nitro
# Looks for processes like `nitro` and `nitro_arm_64`, and kill them one by one by process ID
kill -9 <PID>
```
#### 4. Download the Latest Version
Download the latest version of Jan from our [homepage](https://jan.ai/).
</TabItem>
<TabItem value="windows" label="Windows">
#### 1. Uninstall Jan
To uninstall Jan on Windows, use 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
```sh
# You can delete the `/Jan` directory in Windows's AppData Directory by visiting the following path `%APPDATA%\Jan`
cd C:\Users\%USERNAME%\AppData\Roaming
rmdir /S jan
```
#### 3. Additional Step for Versions Before 0.4.2
If you are using a version before `0.4.2`, you need to run the following commands:
```sh
# Find the process ID (PID) of the nitro process by filtering the list by process name
tasklist | findstr "nitro"
# Once you have the PID of the process you want to terminate, run the `taskkill`
taskkill /F /PID <PID>
```
#### 4. Download the Latest Version
Download the latest version of Jan from our [homepage](https://jan.ai/).
</TabItem>
<TabItem value="linux" label="Linux">
#### 1. Uninstall Jan
<Tabs groupId = "linux_type">
<TabItem value="linux_main" label = "Linux">
To uninstall Jan, you should use your package manager's uninstall or remove option.
This will return your system to its state before the installation of Jan.
This method can also reset all settings if you are experiencing any issues with Jan.
</TabItem>
<TabItem value = "deb_ub" label = "Debian / Ubuntu">
To uninstall Jan, run the following command.MDXContent
```sh
sudo apt-get remove jan
# where jan is the name of Jan package
```
This will return your system to its state before the installation of Jan.
This method can also be used to reset all settings if you are experiencing any issues with Jan.
</TabItem>
<TabItem value = "other" label = "Others">
To uninstall Jan, you can uninstall Jan by deleting the `.AppImage` file.
If you wish to completely 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.
</TabItem>
</Tabs>
#### 2. Delete Application Data, Cache, and User Data
```sh
# You can delete the user data folders located at the following `~/jan`
rm -rf ~/jan
```
#### 3. Additional Step for Versions Before 0.4.2
If you are using a version before `0.4.2`, you need to run the following commands:
```zsh
ps aux | grep nitro
# Looks for processes like `nitro` and `nitro_arm_64`, and kill them one by one by process ID
kill -9 <PID>
```
#### 4. Download the Latest Version
Download the latest version of Jan from our [homepage](https://jan.ai/).
</TabItem>
</Tabs>
By following these steps, you can cleanly uninstall and reinstall Jan, ensuring a smooth and error-free experience with the latest version.
:::note
Before reinstalling Jan, ensure it's completely removed from all shared spaces if it's installed on multiple user accounts on your device.
:::
## Troubleshooting NVIDIA GPU
To resolve issues when the Jan app does not utilize the NVIDIA GPU on Windows and Linux systems.
#### 1. Ensure GPU Mode Requirements
<Tabs>
<TabItem value="windows" label="Windows">
##### NVIDIA Driver
- Install an [NVIDIA Driver](https://www.nvidia.com/Download/index.aspx) supporting CUDA 11.7 or higher.
- Use the following command to verify the installation:
```sh
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:
```sh
nvcc --version
```
</TabItem>
<TabItem value="linux" label="Linux">
##### NVIDIA Driver
- Install an [NVIDIA Driver](https://www.nvidia.com/Download/index.aspx) supporting CUDA 11.7 or higher.
- Use the following command to verify the installation:
```sh
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:
```sh
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.
</TabItem>
</Tabs>
#### 2. Switch to GPU Mode
Jan defaults to CPU mode but automatically switches to GPU mode if your system supports it, 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. For Linux, add CUDA's `.so` libraries to the `LD_LIBRARY_PATH`. For Windows, ensure that CUDA's `.dll` libraries are in the PATH. Refer to [Windows setup](https://docs.nvidia.com/cuda/cuda-installation-guide-microsoft-windows/index.html#environment-setup).
#### 3. Check GPU Settings
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/settings/settings.json"
{
"notify": true,
"run_mode": "gpu",
"nvidia_driver": {
"exist": true,
"version": "531.18"
},
"cuda": {
"exist": true,
"version": "12"
},
"gpus": [
{
"id": "0",
"vram": "12282"
},
{
"id": "1",
"vram": "6144"
},
{
"id": "2",
"vram": "6144"
}
],
"gpu_highest_vram": "0"
}
```
#### 4. Restart Jan
Restart Jan application to make sure it works.
##### Troubleshooting Tips
- Ensure `nvidia_driver` and `cuda` fields indicate installed software.
- If `gpus` field is empty or lacks your GPU, check NVIDIA driver and CUDA toolkit installations.
- For further assistance, share the `settings.json` file.
#### Tested Configurations
- **Windows 11 Pro 64-bit:**
- GPU: NVIDIA GeForce RTX 4070ti
- CUDA: 12.2
- NVIDIA driver: 531.18 (Bare metal)
- **Ubuntu 22.04 LTS:**
- GPU: NVIDIA GeForce RTX 4070ti
- CUDA: 12.2
- NVIDIA driver: 545 (Bare metal)
- **Ubuntu 20.04 LTS:**
- GPU: NVIDIA GeForce GTX 1660ti
- CUDA: 12.1
- NVIDIA driver: 535 (Proxmox VM passthrough GPU)
- **Ubuntu 18.04 LTS:**
- GPU: NVIDIA GeForce GTX 1660ti
- CUDA: 12.1
- NVIDIA driver: 535 (Proxmox VM passthrough GPU)
#### Common Issues and Solutions
1. If the issue persists, try installing 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/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/logs/server.log
```
:::warning
Ensure to redact any private or sensitive information when sharing logs or error details.
:::
:::note
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).
:::
## Permission Denied
When running Jan, you might encounter the following error message:
```
Uncaught (in promise) Error: Error invoking layout-480796bff433a3a3.js:538 remote method 'installExtension':
Error Package /Applications/Jan.app/Contents/Resources/app.asar.unpacked/pre-install/janhq-assistant-extension-1.0.0.tgz does not contain a valid manifest:
Error EACCES: permission denied, mkdtemp '/Users/username/.npm/_cacache/tmp/ueCMn4'
```
This error mainly caused by permission problem during installation. To resolve this issue, follow these steps:
1. Open your terminal.
2. Execute the following command to change ownership of the `~/.npm` directory to the current user:
```sh
sudo chown -R $(whoami) ~/.npm
```
:::note
- This command ensures that the necessary permissions are granted for Jan installation, resolving the encountered error.
- 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).
:::
## Something's Amiss
When you start a chat with a model and encounter with a Something's Amiss error, here's how to resolve it:
1. Ensure your OS is up to date.
2. Choose a model smaller than 80% of your hardware's V/RAM. For example, on an 8GB machine, opt for models smaller than 6GB.
3. Install the latest [Nightly release](/guides/quickstart/#nightly-releases) or [clear the application cache](/troubleshooting/#broken-build) when reinstalling Jan.
4. Confirm your V/RAM accessibility, particularly 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/#troubleshooting-nvidia-gpu) for details.
7. You might use the wrong port when you [check the app logs](/troubleshooting/#how-to-get-error-logs) and encounter the Bind address failed at 127.0.0.1:3928 error. To check the port status, try use the `netstat` command, like the following:
<Tabs>
<TabItem value="mac" label="MacOS" default>
```sh
netstat -an | grep 3928
```
</TabItem>
<TabItem value="windows" label="Windows" default>
```sh
netstat -ano | find "3928"
tasklist /fi "PID eq 3928"
```
</TabItem>
<TabItem value="linux" label="Linux" default>
```sh
netstat -anpe | grep "3928"
```
</TabItem>
</Tabs>
:::note
`Netstat` displays the contents of various network-related data structures for active connections
:::
:::tip
Jan uses the following ports:
- Nitro: `3928`
- Jan API Server: `1337`
- Jan Documentation: `3001`
:::
:::note
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).
:::
## Undefined Issue
Encountering an `undefined issue` in Jan is caused by errors related to the Nitro tool or other internal processes. It can be resolved through the following steps:
1. Clearing the Jan folder and then reopen the application to determine if the problem persists
2. Manually run the nitro tool located at `~/jan/extensions/@janhq/inference-nitro-extensions/dist/bin/(your-os)/nitro` to check for error messages.
3. Address any nitro error messages that are identified and reassess the persistence of the issue.
4. Reopen Jan to determine if the problem has been resolved after addressing any identified errors.
5. If the issue persists, please share the [app logs](/troubleshooting/#how-to-get-error-logs) via [Jan Discord](https://discord.gg/mY69SZaMaC) for further assistance and troubleshooting.
:::note
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).
:::
## Unexpected Token
Encountering the `Unexpected token` error when initiating a chat with OpenAI models mainly caused by either your OpenAI key or where you access your OpenAI from. This issue can be solved through the following steps:
1. Obtain an OpenAI API key from [OpenAI's developer platform](https://platform.openai.com/) and integrate it into your application.
2. Trying a VPN could potentially solve the issue, especially if it's related to region locking for accessing OpenAI services. By connecting through a VPN, you may bypass such restrictions and successfully initiate chats with OpenAI models.
:::note
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).
:::
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