Troubleshooting

#"Service Unavailable"

This means the model you're chatting with can't be reached.

• The local model: check the local models finished downloading — Settings → General → Setup assistant → Open shows what's missing.
• Ollama: check it's running — Settings → LLM → Ollama shows its status live, and Start Ollama starts it.
• Still stuck: restart the app, and check your firewall isn't blocking it — local network sharing and Ollama both need local connections to work.

See How to: Fix "Service Unavailable".

#An answer says it doesn't know

That's the retrieval step coming back empty or too weak to support an answer — not a bug. See Search & citations for what to try: rephrasing, asking a follow-up that names what you want, or confirming the file is actually indexed (see Projects & sources).

#Indexing seems stuck

Check the progress card's current file and stage rather than assuming it's hung — a single large scanned PDF can spend several minutes in OCR, and that stage only reports progress per page. If it genuinely hasn't moved in a long time, stop the run from the card and try again on just that file to isolate it.

#A file won't open in the viewer

Not every file type can be displayed inside Axon — the viewer then shows the file's path, and Open externally opens it in its own application.

#Licence and subscription

• Your documents, every model (local and Ollama), web search and every export work regardless of licence status. Pro adds three things: sharing a project on your network, searching cloud drives, and branded exports.
• If your subscription lapses, only those three pause. Exports still work; they're made without your letterhead until Pro is active again.
• If you see "Reconnect within N days," Axon couldn't refresh your subscription but keeps working in the meantime — check your connection and press Manage, which opens Settings → Licence.
• Your branding isn't on a document? Check that Pro is active under Settings → Licence, and that the file was made after you set up branding — an earlier export keeps the look it had, so export it again. In Excel, the logo and footer show when printing or in Page Layout view, not in the normal editing view.

#Getting help

Help → Show Logs opens the folder with the application's logs. The About window (Axon → About Axon on a Mac, Help → About Axon on Windows and Linux) has Copy details, which copies diagnostic information (app version, platform, configuration) to your clipboard — already stripped of API keys, licence details and sync credentials, so it's safe to paste into a support request. Include what you were doing when the problem happened and, if relevant, which model you were using. See How to: Get diagnostic logs for a support request.

#Ask this guide

This guide is also available inside the desktop app, as the Axon User Guide project, so you can ask it directly — for example, "why would a search come back empty" or "how do I share a project." It's indexed and searchable the same as any other project.