Bugs
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= Common Bugs = | <<TableOfContents(6)>> = Common (Duplicate) Bugs = Finding bugs that have already been reported before can be difficult for a variety of reasons. The list below is meant to help identify common bugs: == Ubuntu One Won't Connect == There are quite a few reasons Ubuntu One will not connect, so the bugs below are the most common known issues: * '''[[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/357395|Not using NetworkManager]]''' - Currently, UbuntuOne requires the use of NetworkManager. Errors related to this will often have "NetworkManager" in either the oauth-login.log or syncdaemon-exceptions.log. But, sometimes, there is no error. Like when a user has NetworkManager installed but is using an alternative connection like a tethered mobile device that uses a different connection manager. * '''[[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/462828|Capabilities Mismatch error]]''' - While this is an older error, it still affects a number of users, mostly those who have installed Karmic and haven't updated after the install. The client will display a "capabilities mismatch" error. This was done intentionally and updating the client and restarting it fix this issue. == Not syncing == The following bugs cover times where Ubuntu One is not syncing properly or at all. * '''[[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/455544|Protocol version error]]''' - There are two ways to spot this error. First, the syncdaemon-exceptions.log will have ''ERROR - Protocol version error'' in it. Second, when the bug is reported via apport, the description will include the following: [bandwidth_throttling] on = True read_limit = -1 write_limit = -1 The problem is that setting the bandwidth preferences to the defaults (clicking on the checkboxes and not changing the values) results in the read and write limits to be set to -1. The workaround is to delete the ~/.config/ubuntuone/syncdaemon.conf, restart the client, and don't set the bandwidth settings to the defaults. == Client crashes == The client can crash for a variety of reasons and it's not unusual for the user to not understand why the crash occurred (no meaningful error message). The syncdaemon-exceptions.log is key to verifying these bugs. If there is a syncdaemon-exceptions.log attached to a bug, start there and look at the list below. * '''[[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/457147|Crash coming out of hibernate/sleep]]''' - If the crash occurs after the computer comes out of sleep or hibernate, then this is likely the bug. You can verify this by looking for ''BadTransition'' followed by ''SYS_CONNECTION_MADE event'' in the syncdaemon-exceptions.log file. * '''[[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/458393|BadTransition: SYS_SERVER_RESCAN_DONE event]]''' - Look for this in the syncdaemon-exceptions.log file. * '''[[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/478653|BadTransition: SYS_OAUTH_ERROR]]''' - Look for this in the syncdaemon-exceptions.log file. |
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1. From terminal session: sudo apt-cache policy package-name-goes-here | From a terminal session: sudo apt-cache policy package-name-goes-here |
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== Files == | == Files (Ubuntu One client & syncdaemon) == === How to kill the client and syncdaemon from a terminal session === Sometimes the Ubuntu One client is not visible to the user when the user needs to quit the client. In this situation, run this command from a terminal session: killall ubuntuone-syncdaemon ubuntuone-client-applet |
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=== Client can't open a web browser window (URL) === Run this command from a terminal session to see if Ubuntu can properly open URLs: gnome-open https://one.ubuntu.com/ If the command fails, then check the System->Preferences->Preferred Applications and what the browser is set to. |
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== Notes == | == Notes (Tomboy) == |
Contents
Common (Duplicate) Bugs
Finding bugs that have already been reported before can be difficult for a variety of reasons. The list below is meant to help identify common bugs:
Ubuntu One Won't Connect
There are quite a few reasons Ubuntu One will not connect, so the bugs below are the most common known issues:
Not using NetworkManager - Currently, UbuntuOne requires the use of NetworkManager. Errors related to this will often have "NetworkManager" in either the oauth-login.log or syncdaemon-exceptions.log. But, sometimes, there is no error. Like when a user has NetworkManager installed but is using an alternative connection like a tethered mobile device that uses a different connection manager.
Capabilities Mismatch error - While this is an older error, it still affects a number of users, mostly those who have installed Karmic and haven't updated after the install. The client will display a "capabilities mismatch" error. This was done intentionally and updating the client and restarting it fix this issue.
Not syncing
The following bugs cover times where Ubuntu One is not syncing properly or at all.
Protocol version error - There are two ways to spot this error. First, the syncdaemon-exceptions.log will have ERROR - Protocol version error in it. Second, when the bug is reported via apport, the description will include the following: [bandwidth_throttling] on = True read_limit = -1 write_limit = -1
The problem is that setting the bandwidth preferences to the defaults (clicking on the checkboxes and not changing the values) results in the read and write limits to be set to -1. The workaround is to delete the ~/.config/ubuntuone/syncdaemon.conf, restart the client, and don't set the bandwidth settings to the defaults.
Client crashes
The client can crash for a variety of reasons and it's not unusual for the user to not understand why the crash occurred (no meaningful error message). The syncdaemon-exceptions.log is key to verifying these bugs. If there is a syncdaemon-exceptions.log attached to a bug, start there and look at the list below.
Crash coming out of hibernate/sleep - If the crash occurs after the computer comes out of sleep or hibernate, then this is likely the bug. You can verify this by looking for BadTransition followed by SYS_CONNECTION_MADE event in the syncdaemon-exceptions.log file.
BadTransition: SYS_SERVER_RESCAN_DONE event - Look for this in the syncdaemon-exceptions.log file.
BadTransition: SYS_OAUTH_ERROR - Look for this in the syncdaemon-exceptions.log file.
Troubleshooting/Debugging Tips
General
What version of Ubuntu One is installed?
From a terminal session: sudo apt-cache policy package-name-goes-here Output will show what version is installed, which versions are available.
Requesting apport info for an Ubuntu One project bug
Sometimes users file a bug without any debug information that normally comes from apport. The following is the command the user needs to run in a terminal session to send this information (replace XXXXXX with the appropriate bug number): apport-collect -p ubuntuone-client XXXXXX
Fixing Launchpad permissions for Apport
Some users will be requested to send more information via apport. If they haven't used apport before, they have to give apport permission on Launchpad to change anything on their behalf. Sometimes users get confused and select the wrong permission and will receive a (401) error when they run apport. In order to fix this (replace XXXXXX with the appropriate bug number):
Applications->Accessories->Terminal, and run:
- rm ~/.cache/apport/launchpad.credentials apport-collect -p ubuntuone-client XXXXXX
- When prompted in your web browser, click the "Change Anything" button (the last one in the list)
- Go back to your terminal session and press "Enter"
Contacts
Getting debug info
Applications->Accessories->Terminal, and run:
- evolution --force-shutdown
/usr/lib/evolution/evolution-data-server-2.28 > ~/evolution_debug.log
- evolution --force-shutdown
Applications->Internet->Evolution Mail
- Try to reproduce bug and then attach ~/evolution_debug.log to a bug report
CouchDB
Files (Ubuntu One client & syncdaemon)
How to kill the client and syncdaemon from a terminal session
Sometimes the Ubuntu One client is not visible to the user when the user needs to quit the client. In this situation, run this command from a terminal session: killall ubuntuone-syncdaemon ubuntuone-client-applet
Is Ubuntu One syncing files?
One way to check this is from a terminal session: u1sdtool --current-transfers
Running syncdaemon in debug mode
DEBUG mode is often necessary for sync related issues. Think of times where files don't appear to sync correctly (incomplete, unexpected .u1conflict files, etc.) This will generate a more detailed (and bigger in size) ~/.cache/ubuntuone/log/syncdaemon.log
If you need to request the syncdaemon.log file, please use some wording like this in the request:
Note that attaching syncdaemon.log will show filenames you are attempting to sync with Ubuntu One. If you do not want this to be public, please mark the bug as private and this bug report will only be available to you and the Ubuntu One team.
Temporary debug mode
When you don't want debug mode on all the time, use this method:
Applications->Accessories->Terminal, and run:
- sudo killall ubuntuone-client-applet ubuntuone-syncdaemon
/usr/lib/ubuntuone-client/ubuntuone-syncdaemon --debug > ~/syncdaemon-debug.log
- sudo killall ubuntuone-client-applet ubuntuone-syncdaemon
- Start the Ubuntu One client from the menu as you normally would
Client can't open a web browser window (URL)
Run this command from a terminal session to see if Ubuntu can properly open URLs: gnome-open https://one.ubuntu.com/
If the command fails, then check the System->Preferences->Preferred Applications and what the browser is set to.
Debug mode
When you want debug mode on all the time, use this method:
- Open (or create if it doesn't exist): ~/.config/ubuntuone/syncdaemon.conf
- Add the following 2 lines to this file and save:
[main] log_level = DEBUG
- Quit the Ubuntu One client and start up again
How to completely remove and reinstall the client
Please see FAQ #778 which gives the steps. If these steps need to change, we'll change them in the FAQ.
Notes (Tomboy)
Getting debug info
- Quit Tomboy
Applications->Accessories->Terminal, and run:
tomboy --debug > ~/tomboy_debug.log
- Try to reproduce the bug and then attach ~/tomboy_debug.log to a bug report
Account Related
How to change the email address associated with your Ubuntu One account
Please see FAQ #810 which gives the steps. If these steps need to change, well change them in the FAQ.