Bugs:Stock answers

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[1] http://maemo.org/development/tools/
[1] http://maemo.org/development/tools/
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==Need a crash coredump==
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Can you please install Crash Reporter from the SDK Tools repository in order to send coredumps directly to Nokia?
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See http://wiki.maemo.org/Extras-testing#Tools_for_testers for a how-to.
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If you are offered to add a comment for sending the coredump file, please mention this bug number (like "see bugs.maemo.org bug number xxxx").
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Also, a filename will be displayed after uploading the coredump. Please add the name of that file here in the bug report.
==Need a crash stacktrace (for Notes)==
==Need a crash stacktrace (for Notes)==

Revision as of 13:38, 12 February 2010

A quick collection for anybody triaging bug reports in maemo.org Bugzilla. These stock answers are meant to be copied and pasted to bug reports that could be more useful. Please keep the product specific ones alphabetically sorted as per the Products structure in Bugzilla, and feel free to edit/enhance! -User:Andre

Contents

General

Too vague or a generally bad report

Hi there!

Thanks for reporting this, but unfortunately this report isn't very useful because it doesn't describe the issue well. If you have time and can still reproduce the bug, please read https://bugs.maemo.org/page.cgi?id=bug-writing.html and add a more useful description to this bug.

Version number

Hi there!

Thanks for reporting this. Can you please tell us exactly which version you are using (Control Panel > General > About product)? Please try to make sure that you are using the latest available release (2.2009.51-1 as of this writing). An update should be available through the Application Manager if you aren't up to date.

Software hangs with 100% CPU

Can you please:

  • Either install "strace" from the tools repository[1] and "strace" the CPU consuming process, or
  • install the "sp-rich-core" package from the tools repository[1] and creating a "core-dumps" directory to the memory card with at least few megabytes of free space.
  • do "kill -6 <PID>" for the process that takes the CPU, and
  • attach the resulting .rcore.lzo file from the core-dumps directory here?

[1] http://maemo.org/development/tools/

Need a crash coredump

Can you please install Crash Reporter from the SDK Tools repository in order to send coredumps directly to Nokia? See http://wiki.maemo.org/Extras-testing#Tools_for_testers for a how-to. If you are offered to add a comment for sending the coredump file, please mention this bug number (like "see bugs.maemo.org bug number xxxx"). Also, a filename will be displayed after uploading the coredump. Please add the name of that file here in the bug report.

Need a crash stacktrace (for Notes)

Is there error message when it crashes?

Can you please run Notes in a terminal window (Applications Menu -> Utilities > X Terminal, then enter the command "maemo-summoner /usr/bin/osso_notes.launch > log 2>&1" and hit the Enter key) and attach the resulting "log" file here after it has crashed?

Having a core dump could be even more useful. It requires installing the "sp-rich-core" package from the tools repository[1] and creating a "core-dumps" directory to the memory card with at least few megabytes of free space. You can get core dumps also without the rich-core package, but they are much less useful (and without it pre-installed applications core dumps are then named maemo-launcher-*).

[1] http://maemo.org/development/tools/ (also features information about valgrind and strace)

Old Software version

Hi there!

Thanks for reporting this. Can you please test this again running the latest available release? The latest release should be available through the Application Manager.

Memory issues

Please install sp-memusage package from the tools repository according to the instructions here and provide a log: http://wiki.maemo.org/Documentation/devtools/maemo5

The mem-monitor-smaps script can be used to report device free memory and process memory usage accurately enough. Data about shared memory segments (and other system resource) usage changes can be logged with the tools&scripts in the sp-endurance package.

For advanced users, see http://wiki.maemo.org/Using_Valgrind_and_gdb_in_Scratchbox for how to find memory leaks using the Scratchbox environment.

Duplicate

Hi there!

Thanks for the bug report. This particular issue has already been reported in our bug tracking system, but please feel free to report any further bugs you find.

Thanks!

One report for each bug

Hi there!

Please remember to file a new report for each issue. Having only one issue per bug makes it much easier to track problems and makes it easier for them to be fixed.

Thanks!

Incomplete (after moreinfo keyword set)

Hi there!

Unfortunately, without more information, as requested in one of the last comments, we are unable to do anything more about this report. Until more information is available, I'm resolving the report as INVALID.

Please feel free to reopen this bug if you can provide the information asked for, or if you can still reproduce this.

Thanks!

Become root

To do this, you have to become root first. Please see http://wiki.maemo.org/Root_access for instructions.

Untidy patch provided

Thanks for the patch. Can you please clean it up and reattach it? See http://wiki.maemo.org/The_Good_Patch for more information.

Potential Product specific answers

Browser

Maemo4 only

  • Can you please create a browser logfile? Enter about:config?prefname=browser.consolelogfile&prefvalue=/tmp/browserlog in the browser location bar, set that preference, reproduce the browser problem and post the content of the file /tmp/browserlog here (you can for example start the terminal application, run "more /tmp/browserlog" and copy the output to this bug report).

Calendar

Chat & Call & SMS

Chat

Please see http://telepathy.freedesktop.org/wiki/Debugging for information how to debug.

Google Talk / XMPP

To get logs from telepathy-gabble (the XMPP connection manager) you need to open X-Terminal and then run the following commands (one per line):
export GABBLE_PERSIST=1
export GABBLE_DEBUG=all
export LM_DEBUB=net
killall telepathy-gabble; /usr/lib/telepathy/telepathy-gabble >gabble.log 2>&1 &

SIP/rtcom/Internet Call

  • Do you use NAT?
  • If it's a SIP account, what are the account parameters? Is transport set to UDP in the Advanced settings of your SIP account?
  • A packet capture could help to clarify what causes the problem. tcpdump can be used on the Nokia device (Wireshark/Ethereal could be used from other hosts). Please take a look at http://maemo.org/development/documentation/man_pages/tcpdump.html for more information.
  • Could you also provide a syslog? To do so, start a terminal window. Now export TPORT_LOG=1 and export SOFIASIP_DEBUG=all in the environment (e.g. by editing /etc/osso-af-init/af-defines.sh) for telepathy-sofiasip. Exporting SOFIASIP_PERSIST=1 also prevents telepathy-sofiasip from exiting due to no connections being requested. Now SIP traffic logs get dumped into syslog. Also see http://maemo.org/development/tools/doc/diablo/syslog/ for Maemo4 or http://wiki.maemo.org/Documentation/devtools/maemo5/syslog for Maemo5.

Connectivity

Bluetooth and car sets (only in Fremantle)

There are two different logs that would be useful. The first is bluetoothd debug logs and the second is a HCI-level trace.

For the first you'd need to: 

1. install the klogd and sysklogd debian packages (and probably reboot the device afterwards)
2. after booting and before doing anything with bluetooth do "killall -USR2 bluetoothd" (as root) to enable bluetoothd debug logs
3. after reproducing the issue "grep bluetoothd /var/log/syslog > bluetoothd-log.txt" and attach the file here.

For a HCI trace do: 

1. install the bluez-hcidump debian package
2. (as root) run "hcidump -B -w hci-trace.log while reproducing the issue
3. attach the hci-trace.log (or whatever filename you chose) here

See http://wiki.maemo.org/Documentation/devtools/maemo5 for more information on how to install the requested packages.

Bluetooth DUN issues (Diablo only)

Is there any error message displayed? Could you provide a syslog and a hcidump (package "bluez-hcidump", also see http://maemo.org/development/tools/doc/diablo/bluez-hcidump/ , manual download at http://repository.maemo.org/pool/diablo/free/b/bluez-hcidump/ )? For general information: http://www.cellular-store.com/categorybluetooth.aspx provides a list of Bluetooth Compatible Cell Phones Models.

Bluetooth DUN issues (Fremantle only)

This is not officially supported - see http://wiki.maemo.org/Fremantle_Unsupported_Bluetooth_profiles for more information.

Bluetooth OBEX (File transfer) issues (Maemo4 only)

Are you sure that the phone supports OBEX File Transfer and not e.g. only OBEX Object Push? Can you e.g. discover it by doing "sdptool search --bdaddr <bt address of phone> FTP"?

GPRS/3G issues

  • Do you see this with any other operator's SIM?
  • Do you see this if you force the device to 2G? (Phone settings - you need to

wait until the dialog lets you to save the setting)

  • Do you see this when tethering (Bluetooth DUN or USB cable) from a laptop, with a similar network usage pattern (web browsing, etc.)?
  • Have you contacted the operator in question, whether they have any known

issues or any restrictions in place? (Like, traffic shaping of some sort)

Cannot access any webpage (DNS issue from bug 8339)

Is the H3G connection DNS server setting (Settings -> Internet connections -> Connections -> H3G -> Edit -> Next -> Next -> Advanced -> IP Addresses) correct?
Also, try the following:
1. Establish cellular IP connection.
2. Open terminal.
3. Run "cat /var/run/resolv.conf.gprs" and note the nameserver(s) listed there.
4. Run "nslookup www.google.it XXX.XXX.XXX.XXX" where XXX.XXX.XXX.XXX is one of the nameservers from step 3.
Does it resolve successfully when using the provider's servers directly?

Wifi/WLAN

Does running "/etc/init.d/networking restart" update the list of networks?

Asking for more information:

  • What router do you have?
    • Make and model?
    • Firmware version?
    • Hardware revision?
    • What are the encryption settings? (open/WEP/WPA/WPA2)
  • How far are you from your router?
  • How many WiFi access points do you have?

PSM problems:

  • Does setting Power Saving to "Off" help? (Settings > Internet Connections > Connections > Edit > Next > Next > Next > Advanced > Other > Power saving)
  • Router settings:
    • What's the beacon interval?
    • What's the DTIM period?

Contacts

Core

Busybox

Do you have a 3rd party version of Busybox installed?

Charger issues

Are you using the original Nokia charger or something else?
If you have another compatible charger, does the problem occur also with that? 
Can you please start X Terminal and provide the output of the commands:
* cat /sys/devices/platform/musb_hdrc/mode 
* cat /sys/devices/platform/musb_hdrc/charger
Can you please provide a syslog as described on
 http://wiki.maemo.org/Documentation/devtools/maemo5/syslog ?

Power management

https://maemo.org/community/wiki/poweranddevicemanagement/

Battery drain can have many potential reasons:

  • bad 3rd party applet/application not idling when not used
  • buggy WLAN access point (not implementing power management properly)
    • setting device to offline mode when not in use helps
  • Keeping device in RD mode
  • Corrupted memory card
  • Metalayer crawler related bugs (only currently known is about gstreamer/WMA)
  • etc.

Reboot related

http://wiki.maemo.org/Troubleshooting_boot_issues

Data

Meta Tracker

Please provide the output of "tracker-stats" in X Terminal. It lists the number of documents by type on your device.

Please provide a log by setting the config verbosity (in $HOME/.config/tracker/*.cfg) or setting the verbosity when running commands with -v {0|1|2|3} The logs are stored in $HOME/.local/share/tracker/ .

Desktop platform

Application Menu

Please check http://wiki.maemo.org/Troubleshooting_menu_issues and report back.

Input Methods

http://maemo.org/development/documentation/how-tos/4-x/extending_hildon_input_methods.html

Desktop Widgets

Widgets/Applets (debugging)

The easiest way to debug your applets is to run the hildon-desktop on scratchbox currently: run-standalone.sh /usr/bin/hildon-desktop From console you can see then the printouts. Debugging on the device is a bit harder. For Python applets you might want to check pyphantom.

With Valgrind on x86-scratchbox one can debug applet problems (e.g. memory leaks): 

 af-sb-init.sh start

<wait until desktop starts> 

 kill $(pidof maemo_af_desktop)
 export G_SLICE="always-malloc"
 run-standalone.sh valgrind --tool=memcheck --num-callers=60 --leak-check=yes /usr/bin/maemo-summoner /usr/bin/maemo_af_desktop.launch

Development Platform

Email

Does starting 

 /usr/bin/maemo-summoner /usr/bin/modest.launch showui

provide some output?

Debugging the connection to the mail server

Can you please start an X Terminal window and enter 

   export "CAMEL_DEBUG"="all"

to enable the debug mode of the mail library, and after that

  • Diablo: 
   /usr/bin/maemo-summoner /usr/bin/modest.launch showui > /home/user/MyDocs/.documents/log 2>&1
  • Fremantle: 
   /usr/bin/maemo-summoner /usr/bin/modest.launch -s > /home/user/MyDocs/.documents/log 2>&1

to start the email application. Then try to connect to the mailserver. Attach the logfile named "log" here which will be in your Home directory (please check for confidential data before attaching).

Modest getting stuck (strace)

Is Modest using any CPU? What is the output if you strace it? 

 strace -p $(pidof modest|cut -d' ' -f1)

See http://maemo.org/development/tools/ and http://maemo.org/development/tools/doc/diablo/strace/ for more information.

Modest not exiting but eating CPU

I assume you waited for 10 minutes to make sure that this wasn't any time taking resource freeing? Does this also happen if you are not using SSL? A packet capture could help to clarify what causes the problem. tcpdump can be used on the Nokia device (Wireshark/Ethereal could be used from another host. Please take a look at http://maemo.org/development/documentation/man_pages/tcpdump.html for more information. Can you kill the hanging process with signal=11 to provide us with a core dump?

Flasher

Windows

What are current versions (Control Panel/Add or Remove Programs) of WinFlasher+ (Nokia Internet Tablet Update Wizard) and Nokia Connectivity Cable Driver? What OS (XP, Windows 2000)? What is the exact error message you get? Is .NET 2.0 framework installed (Control Panel -> Add or Remove Programs)?

Games

Images and Camera

Location

Map

Media player

Multimedia

Office Viewers

RSS feed reader

  • Can you please attach the contents of your device "/home/user/.osso_rss_feed_reader/" directory.
  • Can you please install "strace" according to instructions here at http://maemo.org/development/tools/ . Check with that what RSS feed reader does when/after it gets stuck and provide the output here: "strace -p $(pidof osso_rss_feed_reader|cut -d' ' -f1)" if it is already running, or "strace -f maemo-summoner /usr/bin/osso_rss_feed_reader.launch" to start it in strace.

Settings and Maintenance

Application manager / Installing

Hopefully some information will be in "Tools > Log" in the Application manager. If you are familiar with apt you can also get a detailed error message by trying to install any package using "apt-get install" in the terminal window.

Sharing

Statusbar Widgets

Synchronization

Mail for Exchange

Can you please:
1) Check the "Known issues" section in http://wiki.maemo.org/Mail_for_Exchange
If this does not help:
2) Install syslog (see http://wiki.maemo.org/Documentation/devtools/maemo5/syslog ) and reboot
3) Open X Terminal
[optional steps begin]
3A. Enter "sudo gainroot" (to do that make sure that you have installed "rootfs" from the Application Manager)
3B. cat /dev/null > /var/log/syslog
[optional steps end]
4) Provide the output the following commands:
   gconftool-2 -s --type=int /apps/activesync/AsDaemon/Syslog/MinLogLevel 0
   gconftool-2 -s --type=int /apps/activesync/modest/Syslog/MinLogLevel 0
   gconftool-2 -s --type=int /apps/activesync/AsProvider/Syslog/MinLogLevel 0
   gconftool-2 -s --type=int /apps/activesync/AsBackup/Syslog/MinLogLevel 0
   gconftool-2 -s --type=int /apps/activesync/asapplet/Syslog/MinLogLevel 0
   gconftool-2 -s --type=int /apps/activesync/AsStatusApplet/Syslog/MinLogLevel 0
5) Attach the file /var/log/syslog from the device to this bug (if needed, copy it first to the section that is visible in the File Manager: cp /var/log/syslog /home/user/MyDocs/.documents/  )

System Analysis

System software

MMC/SD card related (Product "System software/mmc-and-usb")

Has this happened with any other card? What is your card manufacturer, model and size?

Telephony

Translations

UI Specification

User guide & Help content

Utilities

X-Graveyard (discontinued

Internet Tablet Video Converter

AVI is just a container format, what matters is the codec. Can you please find out which codec your camera uses? You might want to check the camera manual. Thanks! Are there any error messages when the crash happens? Did the application install cleanly with no problems? Could you try to uninstall and reinstall again from a clean download please?

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