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.

Files 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.

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.

• 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.

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.

• 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.

Bookmarks (bindwood) issues

• 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.

Troubleshooting/Debugging Tips

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.

Contacts

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

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

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.

Debug mode

When you want debug mode on all the time, 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. 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.

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):

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"

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