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This documentation was last modified: Tuesday, August 13th, 2019 at 3:56 pm

Troubleshooting and known errors

This section is grouped by Device to help you quickly find the information you need.

Help us to help you

When you contact Mycroft for support, we may ask for some of the following information:

  • What type of Mycroft Device you’re using, such as Mark 1, Picroft, KDE Plasmoid and so on
  • Whether your Device was Paired
  • Your account details
  • Information from your Mycroft logs
  • Information generated from the Support Skill

Using the Support Skill

As of December 2017, we have implemented a Support Skill as a core (default) Skill on all Mycroft Devices. This means that you can generate information about what the Device is doing. This information is then emailed to you, so you can review it for privacy reasons, and then if you choose, forward it to Mycroft for support.

To generate information for a Support Ticket, say any of these phrases:

“Create a support ticket”
“You’re not working!”
“Send me debug info”

Mycroft will then ask:

"Please give me a brief description of the problem"

Tell Mycroft what the problem was, or what you were doing. Mycroft will then compile information and send an email to the address registered to your account. The email will contain a link to, with information about your Device, settings, and Skills. This information can be used for troubleshooting.

Support information generated by Support Skill

Mycroft Logs

Information on the Mycroft logs is now located here

General troubleshooting (all Devices)

I’ve made changes to my settings on, but these are not reflected on my Device

Have you recently updated your Location or your measurement preferences (ie. kilometers vs miles) in, but these are not reflected on your Device?

All Devices pull down a local copy of configuration settings from You may need to instruct your Device to pull down your configuration again. To do this, Speak

hey Mycroft, configuration update

Mycroft will respond in one of two ways:

  • If your configuration was out of date, and has been pulled down again, Mycroft will respond Your device has been configured.
  • If your configuration was the same on your Device as on, Mycroft will respond Updated configuration.

If you’re comfortable SSHing into your device, SSH in and then run the following commands to see what configuration values are stored locally.

To see the city location value:

jq "" < /var/tmp/mycroft_web_cache.json

To see the latitude and longitude coordinates of your location:

jq ".location.coordinate" < /var/tmp/mycroft_web_cache.json

To see the timezone setting:

jq ".location.timezone" < /var/tmp/mycroft_web_cache.json

To see the listener setting:

jq ".listener" < /var/tmp/mycroft_web_cache.json

To see the Speech to Text (STT) settings:

jq ".stt" < /var/tmp/mycroft_web_cache.json

To see the Text to Speech (TTS) settings:

jq ".tts" < /var/tmp/mycroft_web_cache.json

We also have more information available on mycroft.conf and mycroft_web_cache.json files.

Troubleshooting Mark 1

Yellow Eyes

Mark 1 attempts to update its software around every hour or so. Yellow Eyes, part of the Mark 1 boot sequence, occurs when either the software for the Mark 1 or the Skills on the Device did not update properly. Generally the solution for Yellow Eyes is to “hard reboot” the Mark 1 – that is, remove the power cable, wait at least 30 seconds, then plug the Device back in.

It may take several “hard reboots” to clear the Yellow Eyes symptom.

HDMI output is not displayed

If you have connected Mark 1 to a HDMI output, and nothing is showing on the HDMI screen, reboot the Mark 1. Mark 1 needs to reboot before it can output to a HDMI screen.

Not connected to the internet

If your Mark 1 has previously been connected to the internet, and loses internet connectivity, it will speak

I have lost connection to the internet

Cannot ssh into Mark 1

If you ssh into Mark 1, (instructions here), and have recently reset the Device to factory defaults, then you will need to re-enable ssh.

Press the Mark 1’s top button and turn it to SSH, then press the button. Select ENABLE then press the button again to enable ssh.

ssh operates on port 22. Here is an nmap scan of a Mark 1 with ssh enabled sitting on IP address

$ nmap -Pn

Starting Nmap 7.60 ( ) at 2018-12-12 00:01 AEDT
Nmap scan report for
Host is up (0.0042s latency).
Not shown: 999 filtered ports
22/tcp open  ssh

Nmap done: 1 IP address (1 host up) scanned in 19.56 seconds

Troubleshooting Picroft

Troubleshooting Linux

Troubleshooting Skills development

Skill fails on first run with ERROR - Failed to load skill

If you’re developing a Skill, and run it for the first time, you may encounter an error similar to the below:

12:30:32.158 - mycroft.skills.core:load_skill:142 - INFO - First run of mycroft-skill-cat-facts
12:30:32.164 - mycroft.skills.core:load_skill:156 - ERROR - Failed to load skill: mycroft-skill-cat-facts
Traceback (most recent call last):
  File "/usr/local/lib/python2.7/site-packages/mycroft_core-0.9.7-py2.7.egg/mycroft/skills/", line 144, in load_skill
  File "/usr/local/lib/python2.7/site-packages/mycroft_core-0.9.7-py2.7.egg/mycroft/skills/", line 323, in store
    with open(self._settings_path, 'w') as f:
IOError: [Errno 13] Permission denied: '/opt/mycroft/skills/mycroft-skill-cat-facts/settings.json'

The error here is that the file system permission on the Skill‘s directory are incorrect. The directory should have owner and group permissions of mycroft:mycroft as per the below.

4 drwxr-xr-x  4 mycroft mycroft  4096 Nov 24 14:34 .
4 drwxrwxrwx 38 mycroft mycroft  4096 Nov 27 12:50 ..
4 drwxr-xr-x  3 mycroft mycroft  4096 Nov 23 16:57 dialog
4 drwxr-xr-x  8 mycroft mycroft  4096 Nov 27 12:36 .git
4 -rw-r--r--  1 mycroft mycroft    20 Nov 23 16:57 .gitignore
8 -rw-r--r--  1 mycroft mycroft  6265 Nov 23 16:57
8 -rw-r--r--  1 mycroft mycroft  7509 Nov 24 14:34 init.pyc
12 -rw-r--r--  1 mycroft mycroft 11357 Nov 23 16:57 LICENSE
4 -rw-r--r--  1 mycroft mycroft   695 Nov 24 14:33
4 -rw-r--r--  1 mycroft mycroft    35 Nov 25 19:28 settings.json

If your permissions are different to those shown above, change them by running the following commands:

cd /opt/mycroft/skills/
sudo chown mycroft:mycroft -R your-skill-name

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