This documentation was last modified: Friday, April 5th, 2019 at 9:49 pm
- Troubleshooting and known errors
- Help us to help you
- Using the Support Skill
- Mycroft Logs
- General troubleshooting (all Devices)
- Troubleshooting Mark 1
- Troubleshooting Picroft
- Troubleshooting Linux
- Troubleshooting Skills development
This section is grouped by Device to help you quickly find the information you need.
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 home.mycroft.ai account details
- Information from your Mycroft logs
- Information generated from 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 home.mycroft.ai account. The email will contain a link to Termbin.com, with information about your Device, settings, and Skills. This information can be used for troubleshooting.
Have you recently updated your Location or your measurement preferences (ie. kilometers vs miles) in home.mycroft.ai, but these are not reflected on your Device?
All Devices pull down a local copy of configuration settings from home.mycroft.ai. 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- If your configuration was out of date, and has been pulled down again, Mycroft will respond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 home.mycroft.ai, Mycroft will respond
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 ".location.city" < /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
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.
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.
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
ssh into Mark 1, (instructions here), and have recently reset the Device to factory defaults, then you will need to re-enable
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 operates on port 22. Here is an
nmap scan of a Mark 1 with
ssh enabled sitting on IP address
$ nmap -Pn 192.168.0.2 Starting Nmap 7.60 ( https://nmap.org ) at 2018-12-12 00:01 AEDT Nmap scan report for 192.168.0.2 Host is up (0.0042s latency). Not shown: 999 filtered ports PORT STATE SERVICE 22/tcp open ssh Nmap done: 1 IP address (1 host up) scanned in 19.56 seconds
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/core.py", line 144, in load_skill skill.settings.store() File "/usr/local/lib/python2.7/site-packages/mycroft_core-0.9.7-py2.7.egg/mycroft/skills/settings.py", 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 init.py 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 README.md 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