Editing Bugs:Stock answers

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A quick collection for anybody triaging bug reports in [https://bugs.maemo.org 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]]

==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===

To find out what is causing the issue, first check "top" (preferably from SSH console to avoid X etc CPU usage happening when doing this from Xterm) to see which process/es are using most CPU.  Provide this information in a corresponding bug with a detailed description on how to trigger the issue.

If others aren't able to reproduce the issue, more information is need.  Depending on what is using the CPU, output from different tools may need to be added to the bug:
* If D-BUS server or Tracker is using noticeable amount of CPU, run "dbus-monitor --session" and "dbus-monitor --system" commands.
* If X server is using noticeable amount of CPU, install "xresponse"[1] and run "xresponse -w 0 -a '*'" (this must be done from SSH console) to see which applications are updating their windows.
* Otherwise install "strace"[1] and trace the syscalls from the CPU consuming process with "strace -f -p <PID>".
* If even strace isn't telling enough, install "oprofile"[1] and provide Oprofile data on the issue.

[1] You get these tools from the SDK tools repository, see: http://maemo.org/development/tools/ (Diablo) / http://wiki.maemo.org/Documentation/devtools/maemo5 (Fremantle).

===Need a syslog===

Can you please provide a syslog? See http://wiki.maemo.org/Documentation/devtools/maemo5/syslog and http://wiki.maemo.org/Documentation/devtools/maemo5#Installation for more information.
If you are not used to Linux, after creating the syslog file you can copy the syslog file to those folders that are visible in the Maemo File Manager by:
* Starting X Terminal
* cp /var/log/syslog /home/user/MyDocs/.documents/
After that you can find the file in the Maemo File Manager by going to Nokia N900 > Documents.

===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/ (Diablo) / http://wiki.maemo.org/Documentation/devtools/maemo5 (Fremantle)
(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: http://wiki.maemo.org/Documentation/devtools/maemo5.

''mem-smaps-private'' script from that package can be used to get most accurate values on process memory usage.  ''mem-cpu-monitor'' tool can be used to track system and specified processes memory and CPU usage changes (most relevant values).

To track changes in usage of all device resources (not just memory) over longer period of time, install the ''sp-endurance'' package.  The data its ''save-incremental-endurance-stats'' script stores, can be post-processed to a HTML report (with some bar graphs) using the ''parse-endurance-measurements'' script from the sp-endurance-postproc package.

Then attach the information provided by these tools to the corresponding bug.

For advanced users, see http://wiki.maemo.org/Using_Valgrind_and_gdb_in_Scratchbox on how to analyze memory leaks using the x86 Scratchbox environment.

===Duplicate===

Thanks for reporting this.
This particular issue has already been reported in our bug tracking system, but please feel free to report any further bugs you find. Also feel encouraged to vote for the original bug report if interested.

Please feel free to search for existing reports first to avoid filing duplicates.

===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.

===Third party applications===

Please list your third party applications installed. You can get a list of them by running "maemo-list-user-packages" in the terminal.

==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.
**Short cut: In most cases this command executed as root should give enough information (after running it you can attach the file sip.pcap to the bug):
 tcpdump -n -w sip.pcap -s 1500 -i wlan0
* 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 PUSH issues====

If you have time it would be useful to also get an HCI log of the issue.

This is done by installing the hcidump package and running "hcidump -XVt" as root when performing the transfer. Please start hcidump before making the Bluetooth connection to get proper parsing of the OBEX packets.

To enable obexd and bluetoothd syslog output execute
"killall -USR2 obexd" and "killall -USR2 bluetoothd" (as root).

====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)
* Please provide the SIM status by opening the X Terminal and entering:
 dbus-send --system --print-reply --dest=com.nokia.phone.SIM /com/nokia/phone/SIM Phone.Sim.get_sim_status
* Please provide the Network registration status by opening the X Terminal and entering:
 dbus-send --system --print-reply --dest=com.nokia.phone.net /com/nokia/phone/net Phone.Net.get_registration_status

====Operator Setup Wizard====

* In case of missing cellular operators or similar issues, please provide MCC and MNC which are part of the IMSI. To do this, please open the X Terminal, and post the first six digits of the output of "string" after entering the command
 dbus-send --system --print-reply --dest=com.nokia.phone.SIM /com/nokia/phone/SIM Phone.Sim.get_imsi

=====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?

====ICD====

As ICD does not print anything to syslog and in order to get some logging, please become root (see http://wiki.maemo.org/Root_access ) to manually turn logging on using following command:
 icd2-rotate-loglevel.sh DEBUG

====Wifi/WLAN====

=====Connection problems=====

If you are able to reproduce this, can you please provide a syslog (see http://wiki.maemo.org/Documentation/devtools/maemo5/syslog and http://wiki.maemo.org/Documentation/devtools/maemo5#Installation for more information) and then enable the wlancond debugging with the two commands
 gconftool-2 --set --type int '/system/osso/connectivity/IAP/wlancond_debug_level' '2'
 killall wlancond
and after this if you are able to reproduce this attach the /var/log/syslog file
from the device here.
If you are not used to Linux, after creating the syslog file you can copy the syslog file to those folders that are visible in the Maemo File Manager by:
  * Starting X Terminal
  * cp /var/log/syslog /home/user/MyDocs/.documents/
After that you can find the file in the Maemo File Manager by going to Nokia N900 > Documents.

=====Misc=====

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====
Virtual keyboard: When this happens please start X Terminal and provide the output of
 gconftool-2 -g /system/osso/af/slide-open

===Desktop Widgets===

====Widgets/Applets (debugging)====

The easiest way to debug your applets is to run the hildon-desktop on scratchbox currently: 
<code>run-standalone.sh /usr/bin/hildon-desktop</code>
From [[Terminal|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

====Restarting the Desktop (in Fremantle)====

Run "killall hildon-home" if for example the device becomes unresponsive (high memory usage) and you suspect some Desktop widgets to be the root cause of this.

===Development Platform===

===Email===

Does starting
  /usr/bin/maemo-summoner /usr/bin/modest.launch -s (in Maemo5) or
  /usr/bin/maemo-summoner /usr/bin/modest.launch showui (in Maemo4)
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/ (Diablo) or http://wiki.maemo.org/Documentation/devtools/maemo5 and http://wiki.maemo.org/Documentation/devtools/maemo5/strace (Fremantle) 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===

====Wrong file type====

If an audio file is played as video or the other way round:
* Please provide a testcase file
* If you have a linux desktop machine available, please provide the output of the following commands (and replace the filename accordingly):
 gvfs-info filename.type
 file filename.type
 mp4info filename.type
 gst-launch -t -m playbin uri=file:/path/to/file/filename.type

===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/ (Diablo) / http://wiki.maemo.org/Documentation/devtools/maemo5 (Fremantle). 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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Editing Bugs:Stock answers

@@ Line 137: / Line 137: @@
 * 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.
-**Short cut: In most cases this command executed as root should give enough information (after running it you can attach the file sip.pcap to the bug).
+**Short cut: In most cases this command executed as root should give enough information (after running it you can attach the file sip.pcap to the bug):
-For WiFi/Wlan:
   tcpdump -n -w sip.pcap -s 1500 -i wlan0
-For mobile data connections:
- tcpdump -n -w sip.pcap -s 1500 -i gprs0
 * 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.