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How do I fix the AI Assistant connection issue?

  • Updated

Scenario

After configuring your Ollama based AI Assistant in your BOC product, the connection fails. The AI Assistant Integration does not respond, or an error message indicates that the service cannot be reached.

Solution

Perform the following steps to identify and resolve a connection issue.

  1. Open the Administration Page of your BOC product.
     
  2. Navigate to the AI Assistant configuration section.
     
  3. Verify that the endpoint URL points to the correct public IP address or hostname of your Ollama service. An outdated or incorrect address is the most common cause of connection failures.
     
  4. Confirm that the Ollama service is running and accepting incoming connections. You can test this by sending a request to the endpoint URL from a browser or command-line tool.
     
  5. Check that the Ollama service is configured to accept connections from the IP addresses used by your BOC product. Firewall rules or network policies may block the connection.
     
  6. If the connection is established but responses appear incomplete, review the token count estimations for your model. Token limits vary based on model size and request complexity. Refer to the documentation provided with your Ollama model for the applicable limits.
     
  7. Click Save after making any configuration changes.

Further information

If the issue persists after following the steps above, contact BOC technical support and provide the following details:

  • The endpoint URL in use.
  • The error message or behavior observed.
  • The Ollama model name and version.