# 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"](https://exaflux.io/docs/axon/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](https://exaflux.io/docs/axon/search-and-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](https://exaflux.io/docs/axon/projects-and-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](https://exaflux.io/docs/axon/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.