Bugs

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 * '''517505 - [[https://bugs.launchpad.net/ubuntuone-client/+bug/517505|
AttributeError: 'MetadataUpgrader' object has no attribute '_upgrade_metadata_6']]''' - Look for this in the syncdaemon-exceptions.log file. Common symptom is crashing when clicking on applet.r
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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:

Installation

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 - 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 - 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 - 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 - 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 - NoAccessToken: No access token found - Look for NoAccessToken in the syncdaemon-exception.log file and/or the bug description.

  • 479687 - Token was not successfully retrieved: data was Expired timestamp - Look for this in the oauth-login.log file.

  • 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
      Also look for entries in the syncdaemon-exceptions.log file along these lines:
         File "/usr/lib/python2.6/dist-packages/ubuntuone/storageprotocol/client.py", line 1258, in checkReadBandwidth
    throttle_time = (float(self.readThisSecond) / self.readLimit) - 1.0
   exceptions.ZeroDivisionError: float division

  • 498444 - Ubuntu One Cloud Icon Always Shows Exclamation Mark After Boot - 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 - 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 - 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 - 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).

  • 480069 - AttributeError: WaitForCondition - ubuntuone client not updating to server - Files won't sync and the following errors will be in the syncdaemon-exceptions.log file: 

    •    AttributeError: 'WaitForCondition' object has no attribute 'share_id'

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.

AttributeError: 'MetadataUpgrader' object has no attribute '_upgrade_metadata_6']] - Look for this in the syncdaemon-exceptions.log file. Common symptom is crashing when clicking on applet.r

These are not really bugs in UbuntuOne, though syncdaemon should present a better error message to the user.

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.

Bookmarks (bindwood) issues

Repeatedly asking for authorization

All the relevant bugs are now duplicates of #437165:

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

  2. Open Applications->Accessories->Passwords and Encryption Keys

  3. Click on the arrow next to "Passwords"
  4. Right-click on the Ubuntu One token and select "Delete"

  5. Go to https://one.ubuntu.com/account/machines/

  6. Click on the checkbox next to your computer
  7. Click the "Remove selected computers" button

  8. Open Applications->Internet->Ubuntu One

  9. A web page should open, prompting you to add your computer to your Ubuntu One account
  10. 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

  2. Add the following 2 lines to this file and save:
    [main]
    log_level = DEBUG

  3. Restart the Ubuntu One client
  4. Copy files into your ~/Ubuntu One folder
  5. 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

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.

Contacts

First of all, make sure that evolution-couchdb package is installed, the visible presence of Ubuntu One address book is not enough: Ghost CouchDB addressbook after evolution-couchdb removal 

$ apt-cache policy evolution-couchdb
evolution-couchdb:
  Installed: 0.3.4-0ubuntu2

You can browse through your local couchdb contacts by going to ~/.local/share/desktop-couch/couchdb.html and opening contacts databases. You may search through the contacts using CouchDb Temporary View. For example, to search for the entries that have "John" as the first name, use the following map function: 

function(doc) {
  if (doc.first_name == "John") {
    emit(null, doc);
  }
}

You can explore the properties of the doc object by clicking on any contacts database entry. See contact record description for the list of all fields.

Getting debug info

  1. Applications->Accessories->Terminal, and run:

    • evolution --force-shutdown

      /usr/lib/evolution/evolution-data-server-2.28 > ~/evolution_debug.log

  2. Applications->Internet->Evolution Mail

  3. Try to reproduce bug and then attach ~/evolution_debug.log to a bug report

CouchDB/Desktopcouch

Desktopcouch

http://www.freedesktop.org/wiki/Specifications/desktopcouch/Documentation/Troubleshooting

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

Which files are already synced on the local computer?

Run this script from bug 488232 to show which files are already synced and what files are still present on the local computer only.

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

  2. 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
  2. Add the following 2 lines to this file and save: 
    • [__main__]
log_level = DEBUG
  3. 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 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
  2. When prompted in your web browser, click the "Change Anything" button (the last one in the list)
  3. Go back to your terminal session and press "Enter"

Updating from the Ubuntu One Karmic package to the PPA

See FAQ 836 for steps on how to do this.

Notes (Tomboy)

Getting debug info

  1. Quit Tomboy

  2. Applications->Accessories->Terminal, and run:

    • tomboy --debug > ~/tomboy_debug.log

  3. 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.