"System error" in LarePass

Use this guide when the System section in LarePass displays "System error". Collect logs using the option for your Olares version and contact the Olares team. For further investigation, follow the advanced diagnostic steps below.

Do not uninstall LarePass or Olares OS

Do not uninstall LarePass, or open the System error page to uninstall Olares OS or restore factory settings. Uninstalling Olares OS or restoring factory settings can erase your data.

Condition

• The System section in LarePass shows System error instead of Running.
• The Olares desktop might be inaccessible.

Cause

The message means LarePass could not obtain a healthy system state. One or more system pods might be unhealthy. System logs and pod events help identify the cause.

Solution

Collect logs and contact support

On Olares 1.12.7 or later, use the Ticket app to submit a support ticket. Under System logs, click Collect logs to collect and attach logs automatically. See Submit via the Ticket app for prerequisites and steps.

On these versions, if the Ticket app is unavailable but you can access the device terminal, use the command provided in Olares Space to collect and upload logs and create a ticket automatically. See Create a ticket automatically via Olares CLI.

On versions earlier than 1.12.7, export logs from Settings or collect them in the device terminal with olares-cli logs. Send the log archive to the Olares team at hi@olares.com.

Along with the logs, include a screenshot of System error, the time it appeared and your time zone, your Olares version, and any recent update or restart.

Advanced diagnostics (optional)

Use the device terminal to check system pod status and inspect error events. These details help the Olares team locate the failing component.

INFO

This guide uses Olares One as an example. If you installed Olares on your own hardware, the diagnostic steps are the same, but the way you access the terminal might differ.

Step 1: Try to access Olares desktop

If you can still access the Olares desktop, open Control Hub and use its built-in terminal.

1. Open a browser and access your Olares Desktop:

   https://desktop.<username>.olares.com

2. Open Control Hub.

3. In the left sidebar, under the Terminal section, click Olares.

If you can access the terminal successfully, skip to Step 4.

Step 2: Connect via SSH

If you cannot access the Olares desktop, try connecting via SSH.

Same network required

Your computer and Olares One should be on the same local network.

1. Get the local IP address of your Olares One.

   a. Open the LarePass app and go to Settings > System to open the Olares management page.

   b. Tap the Olares One device card.

   c. Scroll down to Network and note the Intranet IP.

2. Find your SSH password in Vault.

   a. Tap Vault in the LarePass app. When prompted, enter your local password to unlock.

   b. In the top-left corner, tap Vault to open the side navigation, then tap All vaults.

   c. Find the item with the terminal icon and tap it to reveal the password.

3. Open a terminal on your computer and connect via SSH.

   a. Run the following command, replacing <local_ip_address> with the Intranet IP you noted earlier:

   ssh olares@<local_ip_address>

   b. When prompted, enter the SSH password.

If the connection is successful, skip to Step 4.

Step 3: Log in locally

If SSH is also unavailable, log in directly on the device using a monitor and keyboard.

1. Connect a monitor and keyboard to your Olares One. A text-based login prompt appears automatically:

   olares login:

2. Type the username olares and press Enter.

3. Enter the SSH password from Step 2 and press Enter.

Step 4: Check system pod status

1. Run the following command to get the status of all pods across all namespaces:

   kubectl get pods -A

2. Check STATUS and RESTARTS. Look for states such as CrashLoopBackOff, Error, ImagePullBackOff, or a pod that remains Pending. A job in Completed state has finished successfully.

3. Note the NAMESPACE and NAME of each pod that shows an error or a restart count that keeps increasing. If none do, skip to Step 6.

Step 5: Inspect the pod error

1. Run the following command, replacing <namespace> and <pod-name> with the values you noted in the previous step:

   kubectl describe pod <pod-name> -n <namespace>

   For example:

   kubectl describe pod backup-66f8c76996-d7vnq -n os-framework

2. Scroll down to the Events section to find the detailed error message.

Step 6: Share the diagnostic results

Share the following details with the Olares team:

• The affected pod's NAMESPACE, NAME, STATUS, and RESTARTS values
• The error lines in the Events section
• The time the error appeared and your time zone
• Your installed Olares version and whether the error followed an update or restart

If all pods appear healthy and restart counts are stable, include that observation to help the Olares team narrow down the cause.