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Troubleshooting & FAQs

This page is frequently updated with the most common questions we receive from community members. If you can’t find answers to your questions here, please refer to the Support and Feedback section of the Bitfount Forum before contacting us at support@bitfount.com.

Logging In

Why do I have to log in twice each time I attempt to submit a task?

Bitfount takes security seriously. Part of our no-trust approach to data analysis is ensuring you both validate you have the appropriate authorisation to the Pod you are executing against AND to perform the task you are attempting to execute. This means you must verify the device twice each time you attempt to execute a task.

Why have I gotten locked out of my account?

Bitfount will not lock you out of your account as a result of activity you take while using the platform. If you are having trouble logging in, reset your password, go to the login page and click "Forgot your password?".

Installing Bitfount

Mac OS M1

Why can’t I use the pip and python commands as outlined in the guide?

Bitfount is supported on an older version of python than python3, which is the latest version and is compatible with Rosetta. In order to make this work with Rosetta, just append 3 to the python commands like so: pip3 ....

Running Pods

Which file formats does Bitfount support?

See Preparing to Connect Data.

Which database types does Bitfount support?

See Preparing to Connect Data.

What should I do if Bitfount doesn’t support my data, file, or database type?

Please provide feedback to us if you'd like us to consider including a DataSource as a default DataSource. Otherwise, you are welcome to develop your own custom DataSource. Please see Using Custom Data Sources for more details.

I followed the YAML format in the guides, but creating my Pod didn’t work! What do I do?

First, check that you are running the latest version of the Bitfount package by running pip freeze and finding bitfount. The latest version can be found here. If your version does not match, upgrade by running:

pip install bitfount --upgrade

Try again with your YAML file. If this still does not solve the problem, please ask for help via the Support and Feedback section of the Bitfount Forum.

Training Models

Why am I getting a permissions or policy error when trying to train my model?

It's possible your targeted Pod is not set up to allow you to execute the desired task. Check:

  1. You have the appropriate role permissions to execute your task on the Pod's profile page.
  2. You are not running into Pod policy conflicts as a result of the permissions on your role or the Pod.

If you need additional permissions, you can make a request on the Pod's profile page and notify the Pod owner.

Troubleshooting Errors

How do I find the product logs?

When troubleshooting, it is helpful to provide logs to other users to help you diagnose the problem. These logs are located in the .../bitfount/bitfount_logs/ directory where you installed the bitfount package. Open the relevant file for the failed or hung task you most recently ran, and copy the details to debug. If you need additional help, we monitor the Support and Feedback Forum and are thrilled to help with your questions.

Report Bugs & Product Feedback

Please report bugs and feedback in our Support and Feedback section on the Bitfount Forum. We monitor requests during business operation hours and aim to address bugs asap.