Troubleshooting the app

For problems that also happen on the web, see Troubleshooting.

The app doesn't start on LinuxCopy Anchor Link

• On Ubuntu 24.04 and later, the AppImage doesn't start, because Ubuntu blocks the security sandbox the app needs. Install the .deb instead; it sets this up. See Get the app.
• If double-clicking the AppImage does nothing, check that it's runnable: right-click it, choose Properties, and turn on Executable as Program, or run chmod +x followed by its name.
• If One's icon in the app grid is a gear, or its windows show separately in the dock, update to version 1.0.2 or later.
• Check that you downloaded the file for your computer: x86_64 or amd64 for Intel and AMD, arm64 or aarch64 for Arm. Run uname -m in a terminal to see which you have.

Download is performed unsandboxed as rootCopy Anchor Link

When you install a downloaded .deb from a terminal, apt may end with a note that the download "is performed unsandboxed as root" because the file "couldn't be accessed by user '_apt'". It's harmless, and One installed correctly. It appears because apt can't read files in your private home folder. To avoid it, install from the repository, or copy the .deb to /tmp first.

The answer window opens in the main window on LinuxCopy Anchor Link

On Linux desktops that use Wayland, the default on Ubuntu and Fedora, apps can't keep a window on top of others or choose where it opens. So Show answers in a small window is off at first, and Ask One's answers open in the main One window. You can turn it on in Desktop Settings, which explains what to expect; on X11, the small window works as on Windows.

If GNOME shows One is ready instead of bringing One to the front, for example after Open in Main Window, click the notice to switch to One.

Can't reach OneCopy Anchor Link

If the app can't connect, it shows Can't reach One in place of One. It tries again by itself, first after 5 seconds and then less often, up to once a minute, and shows a countdown such as "Trying again in 5 s". When your connection comes back, it tries again straight away and returns you to where you were.

To try again now, click Try Again.

If it keeps happening:

1. Check that your computer is connected to the internet, and that other websites open.
2. If you use a VPN or a work network, check that it allows one.denizenblu.com.
3. Open one.denizenblu.com in your web browser. If One doesn't load there either, see Troubleshooting.

One isn't available right nowCopy Anchor Link

If the app reaches One's server but the server answers with an error, the app shows One isn't available right now, with the error code, for example HTTP 502. This usually means One is restarting, for example after an update, and lasts a minute or two.

You don't need to do anything. The app keeps trying, the same way as for Can't reach One, and returns you to where you were when One is back. Click Try Again to try straight away.

If it lasts more than a few minutes, check whether one.denizenblu.com loads in your web browser, and contact support with the error code.

Sign-in didn't finishCopy Anchor Link

If the sign-in page keeps sending the app back to the start, the app stops and shows Sign-in didn't finish. It does this so the repeated attempts don't lock your account; see Sign-in problems.

Wait a minute, then click Try Again. If it keeps happening, contact support.

Microphone access is turned off for OneCopy Anchor Link

If your computer doesn't let One use the microphone, the app says Microphone access is turned off for One when you start dictating. Click Open Settings, allow One, then try again. The setting is in:

• Mac: System Settings > Privacy & Security > Microphone.
• Windows: Settings > Privacy & security > Microphone. Check that Microphone access and Let desktop apps access your microphone are on.

Spelling isn't checkedCopy Anchor Link

• Spelling is checked in the message box, not in One's answers.
• The app uses your computer's own spellchecker. To check another language, add it in your computer's language settings: System Settings > General > Language & Region on a Mac, or Settings > Time & language > Language & region on Windows.
• On Linux, the app checks English only.
• On Windows, a language that Windows itself can't check, other than English, isn't checked in the app.

One is still running after I closed itCopy Anchor Link

On a Mac, closing One's window hides it, as with most Mac apps. On Windows, closing the window keeps One running in the notification area at first. On Linux, it does so only if you've ticked Keep Running When Closed. To quit, choose Quit One from its tray icon's menu, or File > Exit on Windows (File > Quit on Linux). To make the close button quit One on Windows or Linux, untick Keep Running When Closed in the tray icon's menu. See The window.

The Ask One shortcut doesn't workCopy Anchor Link

• Check that One is running: look for its icon in the menu bar (Mac), the notification area (Windows) or the system tray (Linux, if your desktop has one).
• Open the tray icon's menu and check that Ask One Shortcut is ticked.
• If the menu says Ask One Shortcut (in use by another app), another app already uses ⌥Space (Mac) or Alt+Shift+Space (Windows and Linux). Choose a different shortcut in Desktop Settings, or change or turn off the other app's shortcut and then untick and tick Ask One Shortcut again. Until then, open the box from Ask One… in the tray icon's menu or the File menu.
• Linux with Wayland (Ubuntu's default): some desktops don't let apps have shortcuts that work in other apps. Use Ask One… from the File menu instead. You can also add a custom shortcut in your desktop's keyboard settings that runs xdg-open denizenblu-one://new, which opens a new chat in One (this needs the .deb).

No notificationsCopy Anchor Link

One only notifies you about replies that finish while you're in another app.

• Check that Show Notifications is ticked in the tray icon's menu.
• Check that your computer allows One's notifications: System Settings > Notifications > One on a Mac, Settings > System > Notifications on Windows, or your desktop's notification settings on Linux.
• Check that Focus (Mac) or Do not disturb (Windows and Linux) isn't on.

Files don't attachCopy Anchor Link

• One can't attach "…" means a file is a folder, is larger than 100 MB, or is one of more than 10 files at once. Attach fewer or smaller files.
• One couldn't take the files usually means you aren't signed in. Sign in to One, then open the files again.
• If One doesn't appear in Open With for a file, that kind of file isn't one One offers to open. Attach it from the message box instead; see Files.

A PDF didn't saveCopy Anchor Link

If you see One couldn't save the PDF, check that the folder you chose exists and that you can save files there, then try again, or choose your Documents or Downloads folder.

Couldn't check for updatesCopy Anchor Link

Couldn't check for updates comes with the reason. Usually your computer is offline, or a VPN or work network blocks GitHub, where the updates come from. Check your connection and choose Help > Check for Updates… again. The app also tries again by itself every few hours.

If an update keeps failing to install, download the latest version and install it over the one you have; see Get the app. Your sign-in and settings are kept.

A denizenblu-one:// link doesn't open OneCopy Anchor Link

• Check that One for desktop is installed and that you've opened it at least once. On Linux, links open One only if you installed the .deb, not the AppImage.
• When your browser asks whether to open One, choose to open it.
• Check the link. Only the forms in Links that open One work. Any other link just brings One to the front.

A link didn't openCopy Anchor Link

Links to other websites open in your default web browser. If nothing seems to happen, look for a new tab or window in your browser.

Report a problemCopy Anchor Link

Contact support. Say that you're using One for desktop, and include:

• your computer (Mac, Windows or Linux) and its version of macOS or Windows, or your Linux distribution and desktop, for example Ubuntu 24.04 with GNOME,
• the app's version: on a Mac choose One > About One; on Windows, find One in Settings > Apps > Installed apps; on any computer, it's at the bottom of Desktop Settings,
• what you were doing, and the exact wording of any message.