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Service not responding

This has no error code, because the app never received an answer to describe.

This page is about the small background service on your computer, which only operates the open document. The AI itself runs in the cloud; problems reaching it are covered on Service unavailable and Offline.

What you see​

  • The sidebar opens but a request never finishes, or
  • the status line under the OfficeLabs name in the sidebar header reads Offline instead of Ready (other states are Working... and Checking…), or
  • the Account tab says "The OfficeLabs service on this computer is not responding."

Cause​

The sidebar talks to a small local program, the agent, on your own computer (address 127.0.0.1, port 8766). The header checks it every 10 seconds. When the check fails, the agent is not running, did not finish starting, or is blocked. A second local component needs port 2002 to control LibreOffice.

What to do​

Check the agent​

  1. Open http://127.0.0.1:8766/health in a web browser on the same computer.

  2. A healthy agent answers with a short JSON text that starts like this:

    {"status": "healthy", "llm_provider": "...", "revision": "...",
     "inference": {...}, "uno": {"status": "alive", "age_s": 3.2}}
    • status is healthy. Any answer means the agent itself is running.
    • uno.status is alive when the connection to LibreOffice works. dead means LibreOffice stopped or crashed: restart OfficeLabs. unknown or not_started is normal for a few seconds after start, before a document is used.

  3. If the browser says it cannot connect, the agent is not running. Continue below.

If the agent is not running (Windows)​

  1. Close all OfficeLabs windows, then start OfficeLabs again from the Start menu. Each start cleans up leftover processes from a previous run.
  2. If a box appears saying "OfficeLabs could not start", read it: it names the reason and the log file. The launcher waits up to 90 seconds for its services; if they fail, the box names the reason. If the LibreOffice window then does not appear within a further 20 seconds, the launcher shuts down quietly with no box; check launch.log.
  3. Make sure nothing else uses port 8766; another program holding it stops OfficeLabs from starting. Port 2002 must also be free for the assistant to control LibreOffice. Restarting the computer frees them if you do not know which program it is.
  4. If LibreOffice is open but the assistant does not act on the document, look for a dialog box in LibreOffice (for example a save or file-format question) and dismiss it. An open dialog blocks the connection; after repeated timeouts the sidebar tells you to dismiss any open dialog or restart LibreOffice.
  5. Open the logs in %LOCALAPPDATA%\OfficeLabs-launcher:
    • launch.log is the main log. Scroll to the bottom for the latest run. A line starting with FAILURE: gives the reason.
    • agent-<date>-<time>.log and agent-<date>-<time>.err.log are the agent's output and errors for each start. The newest 10 are kept. The .err.log usually holds the actual error.

For the full launch walkthrough see Nothing happens when you launch OfficeLabs.

macOS​

The macOS build is not released yet. If you are testing one, the assistant log is ~/Library/Logs/OfficeLabs/agent.log. These steps apply: quit and reopen the app, dismiss any open LibreOffice dialog, make sure nothing else uses ports 8766 and 2002, and check the address above in a browser.

When to contact support​

Contact support if the address above does not answer after you restarted OfficeLabs (and the computer) with ports 8766 and 2002 free, or if the box "OfficeLabs could not start" appears every time.

Use the contact page on the OfficeLabs website, and include launch.log plus the newest agent-*.log and agent-*.err.log from %LOCALAPPDATA%\OfficeLabs-launcher, and what the browser showed at the health address. See Collecting logs for support for where to find the files.