Troubleshooting

Find the message you see, then follow the fix. If nothing here helps, see Contact us at the bottom.

Hub and Engine#

"The Hub is missing."#

The IDE shows this when Jennefer Hub was removed. The Hub holds your account, your model and your app updates, so the apps need it.

1. 1

   Reinstall the Hub

   In the IDE's dialog, choose Install Jennefer Hub. It downloads the Hub, checks its signature and installs it. Your projects and settings stay.

2. 2

   Or run Jennefer Setup again

   Download Jennefer Setup from portal.jennefer.dev/download and run it. See Installation.

Other apps say Jennefer Hub is not installed. when they try to open the Hub. The CLI says Jennefer Engine is not installed. Install Jennefer Hub from jennefer.dev, then run jennefer again. The fix is the same.

"Another program is using port 48486"#

The full message is Another program is using port 48486, so Jennefer cannot start its Engine followed by the reason. The Engine needs this port on your computer, and the sign-in depends on it, so it cannot move to another port.

1. 1

   Find the program

   Open PowerShell and run Get-NetTCPConnection -LocalPort 48486 -State Listen to see the process ID that owns the port, then find that process in Task Manager.

2. 2

   Close it

   Close that program. If it is an old Jennefer Engine that belongs to another Windows user, sign that user out.

3. 3

   Try again

   Open the app again, or restart the computer.

If the reason says it uses another Jennefer server, a development build of Jennefer is running. Close it.

The Engine is asleep or unreachable#

• Engine asleep is normal. The Engine sleeps about two minutes after the last app closes, and wakes when an app or the Hub window needs it. You see Waking the Engine for a moment.
• Engine unreachable, I can't reach the Engine. Check Settings, then try again., or Could not reach Jennefer Engine. Retrying. mean the Engine did not start or stopped answering.

1. 1

   Restart it

   Open Hub > Settings and choose Restart under Jennefer Engine.

2. 2

   Check port 48486

   If it still does not start, see the port fix above.

3. 3

   Read the log

   Jennefer Engine did not start. See ~/.jennefer/engine/logs/engine.log. points to the log. Open the folder from Hub > Settings > Logs with Open folder, and include engine.log when you contact us.

If an app says Update the app or the Engine., update the app from Hub > Home: the app and the Engine are different versions.

Sign-in and updates#

I cannot sign in#

• Sign in from Hub > Account with Sign in. Your browser opens. If you closed the tab, choose Open the browser again.
• If the browser says Sign-in stopped or the link expired, start again from the Hub.
• If the Hub says This email already has a Jennefer account., choose Open the portal and link the new sign-in method there. See First launch.
• Your session ended. means you need to sign in again in the Hub.

"Update required"#

Your IDE is too old for the server. Choose Update to the new version in the dialog. If no update is found yet, choose Check again, or update the IDE from Hub > Home.

An app cannot be installed#

• Sign in to install: sign in in the Hub first.
• Closed beta. Ask for access on the portal. or Your account does not have access to this app yet.: your account has no access to that app yet.
• Verify your email address on the portal first.: confirm your email address in the portal.
• Close the app first, then update.: close the app's window, then update it.
• The download does not match its signature. It was not installed.: try again later. Never install Jennefer from another source.

Models#

• Pick a model in Jennefer Hub > Models first. No model is in use. Download one in Hub > Models and choose Use.
• Install the local runtime first. or Set up local models in Jennefer Hub first. Choose Set up now in Hub > Models.
• Slow answers. Check the fit label of your model and pick one that shows Fits your GPU, or lower the context window. The IDE's Run view shows when video memory is full. Other programs that use the GPU also slow the model down.
• The local runtime stopped right after starting. Read ollama.log in the Engine's logs folder.
• Custom endpoint access is not approved for this account. Your endpoint access is not approved or was revoked. Switch to a model on this computer, or check Your endpoint in Hub > Models.
• The model picked for this session is not on this computer. Download it in Jennefer Hub > Models or pick another one. The window or conversation still uses a model that was removed. Pick another one in the app's model chip or with /model, or download it again. The model picked for this session is not in the Jennefer catalog. and The endpoint model picked for this session was removed. have the same fix. See Model choice.
• Waiting for the GPU: CLI is answering with … or Loading … (about 20 s). Models on this computer share one GPU and take turns, so a window that uses another model waits. This is normal. To avoid the wait, use the same model in both, or an endpoint model, which does not wait for the GPU.
• An error from your endpoint, such as HTTP 429 or a rate limit. Your provider is busy or you reached its limit. Wait a moment and send again, run fewer agents at once, or pick a model on this computer for this session. The custom endpoint did not answer means the address could not be reached.

Moving files to another drive#

Hub > Settings > Storage refuses a move and says why. See Where Jennefer keeps files.

• Wait for downloads, pack setups and model answers to finish, then move. Let them finish, or stop them, and try again.
• A move is already running. Wait for the bar to finish.
• Not enough space with the sizes: free space on the new drive, or pick another one.
• … already has files. Pick an empty folder. or The new folder cannot be inside the current one (or the other way round). Pick an empty folder elsewhere.
• Pick a full folder path, like D:\Jennefer., Jennefer cannot write to … or Jennefer already uses this folder. Pick another folder you can write to.

Packs and Studio#

• Images need the Image pack. (or Image Edit, or Video): install it in Hub > Packs.
• Not enough disk space: free the amount shown, then install again. Downloads continue where they stopped.
• Close the old Jennefer app to change packs.: the old Jennefer desktop app uses the same pack files. Close it.
• The GPU ran out of memory.: pick a smaller size or a shorter clip, or close other GPU programs.
• Sign in to Jennefer Hub to make images and videos.: Studio needs you signed in and online for images and videos.
• Daily limit reached. It resets at 00:00 UTC.: see Studio limits.

Agent and environment errors#

When a command fails because of your computer's setup, agents report it instead of looping. Typical causes are a missing program, a missing PATH entry, a PowerShell execution policy that blocks scripts, or a command that times out. Fix the cause yourself, then send continue so the unfinished tasks run again. See Agent tools and Team runs.

• An approval timed out: cards wait 10 minutes, then count as rejected. Ask again and answer in time.
• Chat asks for a project folder: choose Open a folder or New project.
• A dev server keeps running: servers an agent started stop when you close the IDE.

Workshop#

• Install the Workshop pack first: install it in Hub > Packs.
• Ports 48495-48499 are all in use.: close the program that uses them and try again.
• The dev server did not start in time.: choose Try again in the preview.
• You used all of today's builds: builds open again at 00:00 UTC. See Workshop.

Cloud#

• Cloud needs a plan.: sandboxes need a Cloud plan. See Plans and account.
• Cloud sandboxes are at capacity right now.: try again in a few minutes.
• Your plan allows one running sandbox at a time.: pause the other sandbox first.
• Disk limit reached: delete files you do not need, then try again.
• The sandbox reached the maximum continuous session length and was paused.: resume it.
• A sandbox disappeared: paused sandboxes are deleted after 14 days. See Cloud sandboxes.

Jennefer Mobile#

Chat problems show in the chat with a fix. See Mobile.

• This needs a Pro plan: endpoints kept in your account work with a Pro plan. Your computer can still use them.
• This endpoint isn't approved: request it in Jennefer Hub > Models > Your endpoint, or pick another model.
• Update Jennefer on your computer or Update Jennefer Hub on your computer to pick models: picking a model needs the latest Jennefer Hub. Update it on the computer, then try again.
• This model can't answer: pick another model for this chat with Pick a model.
• Your computer is offline: turn on Use from your phone in Hub > Settings, and keep the computer awake with the Hub running.

Plans#

• Custom roles need the Pro plan.: custom roles and instructions need Code Pro, All Apps Pro or Team.
• Too many agents: Free allows 4 agents in a team, lead included. Remove one, or upgrade.
• Payment failed: you have a 7-day grace period before returning to Free. Nothing is deleted.

FAQ#

Contact us#

Open the support chat with the chat button at the bottom right of any page on jennefer.dev, these docs included. Or email contact@jennefer.dev. Include the app and its version (Hub > Settings shows the Hub and Engine versions), what you were doing, the exact message you saw and, for Engine problems, engine.log. Never include passwords or API keys.