Bugs
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| <<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: * '''357395 - [[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. * '''462828 - [[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. * '''467397 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/467397|KeyError: 'ROUND_CEiLiNG' in oauth-login.log]]''' - Look for that error message in oauth-login.log. It is related to a Python Turkish locale bug. A possible workaround is to start syncdaemon from a terminal session with a different locale: LANG=en_US.UTF-8 /usr/lib/ubuntuone-client/ubuntuon-syncdaemon * '''387308 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/387308|Proxy servers are not supported]]''' - Look for ''[Errno socket error] [Errno 8] _ssl.c:480: EOF occurred in violation of protocol'' error or other _ssl related errors in oauth-login.log, which indicates the user is behind a proxy server. * '''488413 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/488413|NoAccessToken: No access token found]]''' - Look for NoAccessToken in the syncdaemon-exception.log file and/or the bug description. * '''479687 - [[https://bugs.edge.launchpad.net/ubuntu/+source/ubuntuone-client/+bug/479687|Token was not successfully retrieved: data was Expired timestamp]]''' - Look for this in the oauth-login.log file. * '''509740 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/509740|Maximum upload speed does not save consistently in client GUI]]''' - Look for a syncdaemon.conf entry (provided by apport in the bug description) similar to the one below (the key being that bandwidth throttling is on = True and one of the limits is set to 0): {{{ [bandwidth_throttling] read_limit = 0 write_limit = 0 on = True}}} * '''461614 - [[https://bugs.launchpad.net/ubuntuone-client/+bug/461614|Connect on start setting does not work]]''' - Look for ''UbuntuOne.Client.Applet DBus Error: Did not receive a reply. Possible causes include: the remote application did not send a reply, the message bus security policy blocked the reply, the reply timeout expired, or the network connection was broken.'' in the oauth-login.log file. == Files not syncing == The following bugs cover times where Ubuntu One is not syncing properly or at all. * '''455544 - [[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. * '''368626 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/368626|Invalid UTF-8 Characters]]''' - Look for ''UnicodeDecodeError: 'utf8' codec can't decode bytes'' in the syncdaemon-exceptions.log for bugs affected by this issue. * '''490988 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/490988|A lot of MakeDir and MakeFile errors]]''' - Look for a number of repeated ''ERROR - MakeFile'' and ''ERROR - MakeDir'' entries in the syncdaemon-exceptions.log file. These errors appear to be caused by a user switching Ubuntu One users on their computer without cleaning out their ~/Ubuntu One folder and meta data folder (~/.local/share/ubuntuone). == Ubuntu One 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. * '''457147 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/457147|BadTransition: SYS_CONNECTION_MADE]]''' - 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. * '''458393 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/458393|BadTransition: SYS_SERVER_RESCAN_DONE event]]''' - Look for this in the syncdaemon-exceptions.log file. * '''478653 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/478653|BadTransition: SYS_OAUTH_ERROR]]''' - Look for this in the syncdaemon-exceptions.log file. * '''462055 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/462055|BadTransition: SYS_SET_CAPABILITIES_ERROR]]''' - Look for this in the syncdaemon-exceptions.log file. * '''414371 - [[https://bugs.edge.launchpad.net/ubuntuone-client/+bug/414371|IOError: [Errno 13] Permission denied in syncdaemon/file_shelf.py]]''' - Look for ''IOError: [Errno 13] Permission denied'' in the syncdaemon-exceptions.log file. * '''506559 - [[https://bugs.edge.launchpad.net/ubuntu/+source/ubuntuone-client/+bug/506559|Syncdaemon KeyError: Client opens apport whenever I click on the applet]]''' - Look for an entry similar to one like this in the syncdaemon-exceptions.log file: {{{ File "/usr/lib/python2.6/dist-packages/ubuntuone/syncdaemon/file_shelf.py", line 124, in _load_pickle raise KeyError(key) KeyError: '617e813d-0891-47b6-b9d4-c5719a4703af'}}} == Ubuntu One performance issues == Performance issues are normally categorized in two areas: a user's computer is slowed down as a result of Ubuntu One and syncing files is slow. * '''407762 - [[https://bugs.edge.launchpad.net/ubuntu/+source/ubuntuone-client/+bug/407762|Really high CPU and growing memory usage by syncdaemon]]''' - At least one cause is when syncdaemon gets a "permission denied" error when trying to hash a file. * '''461963 - [[https://bugs.launchpad.net/ubuntu/+source/ubuntuone-client/+bug/461963|Slow upload syncing from client]]''' - The work to fix the root cause of this issue can be found in [[https://bugs.launchpad.net/bugs/485004|bug 485004]] == Bookmarks (bindwood) issues == * '''443121 - [[https://bugs.edge.launchpad.net/bindwood/+bug/443121|Firefox freezes/becomes unresponsive when bindwood is installed]]''' - Users who installed bindwood (the Ubuntu One bookmarks sync Firefox plugin) will experience this issue. There is a fix but it has not been released in the Karmic universe repository. == Repeatedly asking for authorization == All the relevant bugs are now duplicates of #437165: * [[https://bugs.launchpad.net/ubuntu/+source/ubuntuone-client/+bug/437165|UbuntuOne stuck in an endless authentication loop (always changes to «Authentication failed»)]] = Procedures and Responses = == Files (ubuntuone-client) == === Connection problems === First look at the common bugs listed above to see if this is a known issue. If you can't find anything there, then use the response below which provides steps to try to work through the connection issue as well as requests the appropriate log files if the steps don't result in success. ==== Response ==== I'm sorry to hear Ubuntu One isn't working properly for you. Can you try the following and let me know the results? 1. Quit the Ubuntu One client 1. Open Applications->Accessories->Passwords and Encryption Keys 1. Click on the arrow next to "Passwords" 1. Right-click on the Ubuntu One token and select "Delete" 1. Go to https://one.ubuntu.com/account/machines/ 1. Click on the checkbox next to your computer 1. Click the "Remove selected computers" button 1. Open Applications->Internet->Ubuntu One 1. A web page should open, prompting you to add your computer to your Ubuntu One account 1. Add your computer You should be connected after you follow these steps. If you are not connected, can you please attach the following files to this bug report? ~/.cache/ubuntuone/log/oauth-login.log ~/.cache/ubuntuone/log/syncdaemon-exceptions.log Thank you, === Syncing problems (not syncing completely, conflicts, etc.) === First look at the common bugs listed above to see if this is a known issue. If you can't find anything there, then use the response below which provides steps to get the appropriate debug file the developers will need to troubleshoot the issue. ==== Response ==== I'm sorry to hear Ubuntu One is not working properly for you. Can you do the following in order to provide us with important details that will help us determine the root cause of this issue? 1. Open (or create if it doesn't exist): ~/.config/ubuntuone/syncdaemon.conf 1. Add the following 2 lines to this file and save: [__main__] log_level = DEBUG 1. Restart the Ubuntu One client 1. Copy files into your ~/Ubuntu One folder 1. Attach ~/.cache/ubuntuone/log/syncdaemon.log and ~/.cache/ubuntuone/log/syncdaemon-exception.log to this bug report 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. Thank you, = Troubleshooting/Debugging Tips = == Account Related == === How to change the email address associated with your Ubuntu One account === Please see [[https://answers.edge.launchpad.net/ubuntuone-servers/+faq/810| FAQ #810]] which gives the steps. If these steps need to change, well change them in the FAQ. == Contacts == First of all, make sure that evolution-couchdb package is installed, the visible presence of Ubuntu One address book is not enough: [[https://bugs.launchpad.net/bugs/510366|Ghost CouchDB addressbook after evolution-couchdb removal]] {{{ $ apt-cache policy evolution-couchdb evolution-couchdb: Installed: 0.3.4-0ubuntu2 }}} === Getting debug info === 1. Applications->Accessories->Terminal, and run: evolution --force-shutdown /usr/lib/evolution/evolution-data-server-2.28 > ~/evolution_debug.log 1. Applications->Internet->Evolution Mail 1. Try to reproduce bug and then attach ~/evolution_debug.log to a bug report == CouchDB == === Debug log for CouchDB syncing === ~/.cache/desktop-couch/log/desktop-couch-replication.log This likely has some private information so if you request it to be attached to a bug, please let the user know about this and state something like: ''Note that attaching desktop-couch-replication.log will show information about what 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.'' == 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: 1. Applications->Accessories->Terminal, and run: sudo killall ubuntuone-client-applet ubuntuone-syncdaemon /usr/lib/ubuntuone-client/ubuntuone-syncdaemon --debug > ~/syncdaemon-debug.log 1. Start the Ubuntu One client from the menu as you normally would ==== Permanent debug mode ==== If you want to keep the syncdaemon in debug mode all the time, then use this method: 1. Open (or create if it doesn't exist): ~/.config/ubuntuone/syncdaemon.conf 1. Add the following 2 lines to this file and save: {{{ [__main__] log_level = DEBUG }}} 1. Restart the Ubuntu One client === 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. === How to completely remove and reinstall the client === Please see [[https://answers.edge.launchpad.net/ubuntuone-client/+faq/778|FAQ #778]] which gives the steps. If these steps need to change, we'll change them in the FAQ. == General == === How to install the beta PPA on Karmic === Sometimes users may want to run the beta PPA on Karmic. Examples would be the removal of NetworkManager as a requirement and the NoAccessToken fix. Both of these were fixed in the beta PPA quite a bit before they made (or will make it) into an SRU. The FAQ to point users at for how to use the beta PPA can be found at: https://answers.edge.launchpad.net/ubuntuone-client/+faq/836 === 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): 1. Applications->Accessories->Terminal, and run: rm ~/.cache/apport/launchpad.credentials apport-collect -p ubuntuone-client XXXXXX 1. When prompted in your web browser, click the "Change Anything" button (the last one in the list) 1. Go back to your terminal session and press "Enter" === Updating from the Ubuntu One Karmic package to the PPA === See '''[[FAQ 836|https://answers.edge.launchpad.net/ubuntuone-client/+faq/836]]''' for steps on how to do this. == Notes (Tomboy) == === Getting debug info === 1. Quit Tomboy 1. Applications->Accessories->Terminal, and run: tomboy --debug > ~/tomboy_debug.log 1. Try to reproduce the bug and then attach ~/tomboy_debug.log to a bug report If you're requesting this log to be attached to a bug, you should provide this notice to the user: ''Note that attaching the Tomboy debug log will show information about what 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.'' |