Hello, wenn I have a problem and ask Tom AI , the answer takes about 10 to 30 seconds and sometimes he does not answer at all. Happening like a week or so, before that he answered prompt. TomAI comment on this matter: That reply came back blank — try sending it again. If it keeps happening, post in d/sparkbox with your install ID (Settings → Monitoring). So I do now. Can you look in to that?
18 replies
Chris wrote:
Thanks for posting this - and for including Tom AI's own message, it's exactly the detail we need. That 'reply came back blank' note is a safeguard the box shows when the AI service finishes a request but returns nothing - before that guard existed you'd just get an empty bubble. It's working as designed, so the real issue underneath is that the service is occasionally returning an empty reply, and that's what I've logged for a proper look. The 10-30 second wait before it happens is useful context too. In the meantime, the quickest thing that clears a stuck turn: start a brand-new chat. A fresh session resets that state and, in the reports we've seen, answers flow again immediately - you don't lose anything by starting fresh. And to tie your report to our service logs, could you send two things when convenient? 1. Your install ID - dashboard Settings, then Monitoring. 2. In your Linux terminal, run: sudo sparkbox version and reply with the v1.6.x line it prints. No need for anything else - those two will let us correlate it. (And if you've noticed whether the blanks happen more on longer or multi-step questions than short ones, that's a nice extra, but not required.)
franciscus wrote:
SparkBox v1.6.672 cannot find my ID TomAI is not reachable so I posted it here The sparkbox security app found "some" problems: media: package advisories need review Review advisories 2422 findings list a package fix. This does not confirm that a patched container image is available. Check Updates for supported image refreshes, then scan again after updating. 178 critical findings and 2487 high-severity findings — review details monitoring: package advisories need review Review advisories 1533 findings list a package fix. This does not confirm that a patched container image is available. Check Updates for supported image refreshes, then scan again after updating. 150 critical findings and 1560 high-severity findings — review details core: package advisories need review Review advisories 393 findings list a package fix. This does not confirm that a patched container image is available. Check Updates for supported image refreshes, then scan again after updating. 20 critical findings and 553 high-severity findings — review details vpn: package advisories need review Review advisories 54 findings list a package fix. This does not confirm that a patched container image is available. Check Updates for supported image refreshes, then scan again after updating. 4 critical findings and 50 high-severity findings — review details coolercontrol: package advisories need review Review advisories 43 findings list a package fix. This does not confirm that a patched container image is available. Check Updates for supported image refreshes, then scan again after updating. 3 critical findings and 94 high-severity findings — review details syncthing: package advisories need review Review advisories 32 findings list a package fix. This does not confirm that a patched container image is available. Check Updates for supported image refreshes, then scan again after updating. 1 critical finding and 31 high-severity findings — review details files: package advisories need review Review advisories 14 findings list a package fix. This does not confirm that a patched container image is available. Check Updates for supported image refreshes, then scan again after updating. 1 critical finding and 13 high-severity findings — review details cloudflared: package advisories need review Review advisories 12 findings list a package fix. This does not confirm that a patched container image is available. Check Updates for supported image refreshes, then scan again after updating. 1 critical finding and 11 high-severity findings — review details navidrome: package advisories need review Review advisories 10 findings list a package fix. This does not confirm that a patched container image is available. Check Updates for supported image refreshes, then scan again after updating. 1 critical finding and 9 high-severity findings — review details stirling-pdf: package advisories need review Review advisories 56 findings list a package fix. This does not confirm that a patched container image is available. Check Updates for supported image refreshes, then scan again after updating. 56 high-severity findings — review details
Chris wrote:
Thanks — v1.6.672 noted, and that's the version detail we needed. Your install ID: it's on the dashboard under Settings → Monitoring (the same place the blank-reply message points to). It's a short box identifier, not a password — that's the only other thing we need to correlate your report with our service logs. On the security app's "package advisories need review" list: that's informational, not an active compromise. The scanner is reporting that some packages inside your app images have upstream fixes available; the fix is to refresh the app images via the Updates page, then re-scan. Nothing on that list is what's slowing Tom AI. On Tom AI itself: the slow replies (10-30s) and the occasional blank reply are the two halves of the same report. The blank-reply half has a fix in the latest release (v1.6.673); the slow-reply half is still being worked. Updating to v1.6.673 is worth doing, but it won't fully clear the slow replies yet. I've logged your version and the timing detail against the open investigation — the install ID from step 1 is the last piece we need.
franciscus wrote:
Maybe I am blind but I cannot find the ID, this is on the Settings-Monitoring page: Install & Notifications Health Reports Alert Settings My hostname UGREEN-8800
tomspark wrote:
Hi there Franciscus. Thanks for your patience looking into this now.
Chris wrote:
You're not blind — that page genuinely doesn't show an install ID. The earlier pointer was wrong, and I'm sorry for the runaround. The Monitoring tab only holds app/alert settings; the box's diagnostic ID lives in a file instead of on a screen. If you'd like it, one command in your SparkBox Linux terminal prints it: sudo cat /opt/sparkbox/state/install-id If that prints nothing, don't hunt further — your version (v1.6.672), box name (UGREEN-8800) and account are already enough for us to pull the answer-service logs on our side. On the answers themselves: both halves of your report are on the open case. The empty-reply half got a fix today on the answer service itself that turns those silent blanks into a real error message instead of nothing — it's being verified, so that should land. Nothing on your box needs changing for that half. The 10–30 second waits are a separate, still-open investigation, and your timing detail is already noted against it. And the long security-advisory list is informational, as before — 'refresh the app image and re-scan' notices, not signs of a compromise. Reply with the ID if you got it — otherwise you're set from our side and we'll keep going from the logs.
franciscus wrote:
My ID: a4981c11-e0e5-42b8-a6e1-3b53ef5a6881
Chris wrote:
Got it — install ID a4981c11-… on v1.6.672, both noted and attached to your case so we can correlate the delays and blanks against the service logs. Two useful things: 1. Finding the ID really shouldn't have been that hard. The newest update (v1.6.675) adds a copyable install ID straight to Settings → Monitoring, so after you update (Settings → Updates → “Update SparkBox”) it's right there in two clicks. 2. A quick retest that genuinely helps us: open a brand-new Tom AI chat and ask something short. If it answers right away, great. If it still takes 10–30 seconds, or still comes back blank, tell us which one — the blank side and the slow side are being tracked separately in the investigation, so knowing which one you saw (and roughly how often) is useful. To be clear: this is the AI helper service being flaky, not a problem with your box or your media. We'll keep this open and update you here as soon as the remaining piece is addressed.
vachemanukian wrote:
You are not only one, I have same problem with TomAI. He is BackBlack all day.
franciscus wrote:
answer after 15 seconds and not prompt like always
Chris wrote:
Thanks for the retest — that ~15-second wait before an answer is the slow half of this, and it's the half that's still open on our side. Just so the two are kept straight: the occasional blank replies are the half that got fixed this week (the answer service now surfaces a real error instead of an empty bubble); the 10–30s / 15s delay is the separate, still-open investigation. Your box (install ID a4981c11, v1.6.672) is already attached to it with the timing detail, so there's nothing more you need to send. We'll update this thread as soon as the slow half has a verified improvement.
Chris wrote:
Thanks for confirming — you're not alone, and what you're describing is the same open case: Tom AI occasionally answers slowly (10–30s) or rarely comes back blank, and it's being investigated as one issue. The blank-reply side received a fix on the answer service this week; the slow side is still being worked. To tie your box to the service logs, two quick things when convenient: 1. In the SparkBox Linux terminal run: sudo sparkbox version → reply with the v1.6.x line it prints. 2. Your install ID: after updating it's under Settings → Monitoring; or read it directly with: sudo cat /opt/sparkbox/state/install-id That's all we need — nothing for you to change. The case stays open and I'll post here when there's a verified improvement.
pereze94 wrote:
I also had it give me the same thing. After letting it "think" for 2 minutes
Chris wrote:
Thanks for confirming — you're seeing the same issue: Tom AI taking much longer than normal to respond (2 minutes in your case). This is the same open investigation we've been tracking with the other reports in this thread. To help correlate your experience with the service logs, two quick things when convenient: 1. Your version: in your SparkBox Linux terminal, run sudo sparkbox version and reply with the v1.6.x line it prints. 2. Your install ID: after your next update it appears under Settings → Monitoring, or read it directly with sudo cat /opt/sparkbox/state/install-id Your 2-minute wait time is a useful datapoint — the others have been 10–30 seconds, so the range of delays helps us narrow the cause. Nothing for you to change on your box; the fix is being worked on the answer service itself.
pereze94 wrote:
v1.6.680 & Install ID: 3ad69ec7-ebaa-49d4-9776-2ea88347b731
Chris wrote:
Got it — v1.6.680, install ID 3ad69ec7-ebaa-49d4-9776-2ea88347b731 on the service logs. That 2-minute wait time is noted alongside the 10–30 second delays from the others, so the investigation has the full range now. The slow-reply half is still being worked on our side. Nothing for you to change on your box; we will post here as soon as there is a verified improvement to announce.
pereze94 wrote:
Thank you just providing feedback
Chris wrote:
Thanks for letting us know. Glad we could help — keep us posted if anything else comes up!