Move troubleshooting from faq into the troubleshooting.

bzr-revno: 129
This commit is contained in:
second@tgc.dk 2015-12-07 01:57:18 +01:00 committed by Tomas Groth
commit 00d5111b1f
2 changed files with 202 additions and 204 deletions

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@ -65,13 +65,14 @@ Can I upgrade from any 1.9.x or 2.0.x release to 2.2?
No, you should first upgrade to the last stable release in the 2.0-series No, you should first upgrade to the last stable release in the 2.0-series
(2.0.5) and then upgrade to 2.2 to ensure that data is correctly converted. (2.0.5) and then upgrade to 2.2 to ensure that data is correctly converted.
You can download OpenLP 2.0.5 from <http://sourceforge.net/projects/openlp/files/openlp/2.0.5/>`_.
Can I upgrade directly from 1.2 to 2.2? Can I upgrade directly from 1.2 to 2.2?
--------------------------------------- ---------------------------------------
No, you will have to install 2.0.5 first, then import the 1.2 data and then No, you will have to install 2.0.5 first, then import the 1.2 data and then
upgrade to 2.2. See the 2.0 documentation for how to upgrade from 1.2 to upgrade to 2.2. See the 2.0 documentation for how to upgrade from 1.2 to
2.0. 2.0. You can download OpenLP 2.0.5 from <http://sourceforge.net/projects/openlp/files/openlp/2.0.5/>`_.
Does 2.2 replace 2.0, or can they be run side by side? Does 2.2 replace 2.0, or can they be run side by side?
------------------------------------------------------ ------------------------------------------------------
@ -234,209 +235,6 @@ registry. You can find the settings here::
HKEY_CURRENT_USER\Software\OpenLP\OpenLP HKEY_CURRENT_USER\Software\OpenLP\OpenLP
Troubleshooting
===============
Something has gone wrong, what should I do to help get it fixed?
----------------------------------------------------------------
If you have found an error in the program (what we call a bug) you should report
this to us so that OpenLP can be improved. Before reporting any bugs please
first make sure that there is not already a bug report about your problem:
#. Check the `Launchpad bug list <https://bugs.launchpad.net/openlp>`_
#. `OpenLP support System <http://support.openlp.org/>`_
#. Check the `<http://forums.openlp.org/>`_ forum
If there **is already a bug report**, you may be able to help by providing
further information. However, **if no one else has reported** it yet, then
please post a new bug report.
#. The **preferred place** for reporting bugs is the
`bugs list <https://bugs.launchpad.net/openlp>`_ on Launchpad.
#. Alternatively, if you do not have a Launchpad account and do not want to sign
up for one, you can post in the
`bug reports forum <http://support.openlp.org/>`_.
#. If none of these ways suits you, you can send an email to
``support (at) openlp.org``.
What information should I include in a bug report?
--------------------------------------------------
Since OpenLP 1.9.4, there is a bug report dialog which automatically opens when
OpenLP hits a serious bug. However, this does not appear all the time, and in
some behavioural bugs, you will have to file a bug report yourself. The following
items are information the developers need in order to reproduce the bug.
Operating System
Include information such as the version of your operating system, the
distribution (e.g. Ubuntu, Fedora, etc.) if you are using Linux, or the
edition (e.g. Home, Basic, Business, etc.) if you are using Windows.
Version of OpenLP
You can find out the version of OpenLP by going to :menuselection:`Help --> About`
Steps to Reproduce
The exact steps the developers need to follow in order to reproduce the bug.
Version of MS Office or LibreOffice
If you are using the song imports or the presentation plugin, you will need to
supply the version of Office or LibreOffice.
Bible Translation and Source
If the bug occurred while you were working with Bibles, specify the
translation of the Bible, and the source format if you imported it yourself.
**Any** Other Information
Often bugs are caused by something that might not seem to be directly
related to the bug itself. If you have any other information with regards to
actions you performed or other activities when the bug occurred, it would be
welcomed by the developers.
The more information you give us, the better we can help you.
I have been asked to email a debug log, where do I find this?
-------------------------------------------------------------
We may need a debug log to help pin-point the issue. A new log file is created
each time you start OpenLP so copy the file before you run the software a second
time. On Windows a Debug option is available in the start menu. On other systems,
you will need to run OpenLP from the command line, with the following
option: ```-l debug```. Please note, that is a lowercase **L**.
If you have not been given a specific email address to send it to, then please do
not paste the log contents straight into a forum post. Instead, open the log
file in a text editor (such as notepad on Windows) and copy and paste the
contents into somewhere like `pastebin.com <http://pastebin.com>`_. Then give us
the link to the page that is created.
Windows
^^^^^^^
Find the OpenLP 2.2 folder in your Start menu. Choose the "OpenLP (Debug)" option.
OpenLP will start up. Go to the :menuselection:`Tools --> Open Data Folder` menu
option, and an Explorer window will appear containing folders such as alerts,
bibles, custom etc. Keep this Explorer window open.
Now repeat the steps you need to take in OpenLP to reproduce the problem you had,
and then close down OpenLP.
In the Explorer window you left open, navigate up one level into the openlp
folder. You will see the ``openlp.log`` file. This is the file to e-mail.
Linux/FreeBSD
^^^^^^^^^^^^^
If you installed OpenLP from a package::
@:~$ openlp -l debug
Alternately, if you are running OpenLP from source::
@:~$ ./openlp.pyw -l debug
If your Linux distribution supports the XDG standard, you will find the log in::
~/.cache/openlp/openlp.log
Otherwise, you will find the log file in::
~/.openlp/openlp.log
Mac OS X
^^^^^^^^
Open Terminal.app and navigate to where you installed OpenLP, usually
``/Applications``::
@:~$ cd /Applications
Then go into the OpenLP.app directory, down to the OpenLP executable::
@:~$ cd OpenLP.app/Contents/MacOS
And then run OpenLP in debug mode::
@:~$ ./openlp -l debug
Once you have done that, you need to get the log file. In your home directory,
open the Library directory, and the Application Support directory within that.
Then open the openlp directory, and you should find the openlp.log file in that
directory::
/Users/<username>/Library/Application Support/openlp/openlp.log
``<username>`` is your username.
The command line shows many error messages
------------------------------------------
When running OpenLP from the command line, you might get something like this::
WARNING: bool Phonon::FactoryPrivate::createBackend() phonon backend plugin could not be loaded
WARNING: bool Phonon::FactoryPrivate::createBackend() phonon backend plugin could not be loaded
WARNING: Phonon::createPath: Cannot connect Phonon::MediaObject ( no objectName ) to VideoDisplay ( no objectName ).
WARNING: Phonon::createPath: Cannot connect Phonon::MediaObject ( no objectName ) to Phonon::AudioOutput ( no objectName ).
WARNING: bool Phonon::FactoryPrivate::createBackend() phonon backend plugin could not be loaded
These error messages indicate that you need to install an appropriate backend
for Phonon.
Linux/FreeBSD
^^^^^^^^^^^^^
If you are using Gnome, you need to install the GStreamer backend for Phonon. On
Ubuntu you would install the ```phonon-backend-gstreamer``` package::
@:~$ sudo aptitude install phonon-backend-gstreamer
If you are using KDE, you need to install the Xine backend for Phonon. On Kubuntu
you would install the ```phonon-backend-xine``` package::
@:~$ sudo aptitude install phonon-backend-xine
If you know which audiovisual system you are using, then install the appropriate
backend.
phonon-backend-vlc may also be worth trying on some systems.
Windows & Mac OS X
^^^^^^^^^^^^^^^^^^
Phonon should already be set up properly. If you are still having issues see
:ref:`t-no-media` in the Troubleshooting section. If that does not work, let the
developers know.
MP3's and other audio formats do not work
-----------------------------------------
This is a known issue on some systems, and we have no solution at the moment.
Videos can be slow or pixelated. Background Videos are very slow
----------------------------------------------------------------
If you are just playing videos from the Media plugin, try selecting the
:guilabel:`Use Phonon for Video playback` option in the Media configuration,
accessible by going to :menuselection:`Settings --> Configure OpenLP --> Media`.
As for text over video, we have no solution for speeding this up. Reducing the
monitor resolution and avoiding shadows and outline text will help. We are
hoping a future release of the toolkit we are using (QtWebKit) will help improve
this, but there is no timeframe at present.
Why do live backgrounds not work in OpenLP 2.2 on Windows & Mac OS X
--------------------------------------------------------------------
Due to changes in one of the underlying frameworks that OpenLP uses (Qt4),
live backgrounds do not work in OpenLP 2.2. This will be fixed in OpenLP 2.4.
Why do playback of linked audio not work in OpenLP 2.2 on Mac OS X
------------------------------------------------------------------
Due to changes in one of the underlying frameworks that OpenLP uses (Qt4),
playback of linked audio does not work in OpenLP 2.2. This will be fixed in
OpenLP 2.4.
Features Features
======== ========

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@ -4,6 +4,138 @@
Troubleshooting Troubleshooting
=============== ===============
Something has gone wrong, what should I do to help get it fixed?
----------------------------------------------------------------
If you have found an error in the program (what we call a bug) you should report
this to us so that OpenLP can be improved. Before reporting any bugs please
first make sure that there is not already a bug report about your problem:
#. Check the `Launchpad bug list <https://bugs.launchpad.net/openlp>`_
#. `OpenLP support System <http://support.openlp.org/>`_
#. Check the `<http://forums.openlp.org/>`_ forum
If there **is already a bug report**, you may be able to help by providing
further information. However, **if no one else has reported** it yet, then
please post a new bug report.
#. The **preferred place** for reporting bugs is the
`bugs list <https://bugs.launchpad.net/openlp>`_ on Launchpad.
#. Alternatively, if you do not have a Launchpad account and do not want to sign
up for one, you can post in the
`bug reports forum <http://support.openlp.org/>`_.
#. If none of these ways suits you, you can send an email to
``support (at) openlp.org``.
What information should I include in a bug report?
--------------------------------------------------
Since OpenLP 1.9.4, there is a bug report dialog which automatically opens when
OpenLP hits a serious bug. However, this does not appear all the time, and in
some behavioural bugs, you will have to file a bug report yourself. The following
items are information the developers need in order to reproduce the bug.
Operating System
Include information such as the version of your operating system, the
distribution (e.g. Ubuntu, Fedora, etc.) if you are using Linux, or the
edition (e.g. Home, Basic, Business, etc.) if you are using Windows.
Version of OpenLP
You can find out the version of OpenLP by going to :menuselection:`Help --> About`
Steps to Reproduce
The exact steps the developers need to follow in order to reproduce the bug.
Version of MS Office or LibreOffice
If you are using the song imports or the presentation plugin, you will need to
supply the version of Office or LibreOffice.
Bible Translation and Source
If the bug occurred while you were working with Bibles, specify the
translation of the Bible, and the source format if you imported it yourself.
**Any** Other Information
Often bugs are caused by something that might not seem to be directly
related to the bug itself. If you have any other information with regards to
actions you performed or other activities when the bug occurred, it would be
welcomed by the developers.
The more information you give us, the better we can help you.
I have been asked to email a debug log, where do I find this?
-------------------------------------------------------------
We may need a debug log to help pin-point the issue. A new log file is created
each time you start OpenLP so copy the file before you run the software a second
time. On Windows a Debug option is available in the start menu. On other systems,
you will need to run OpenLP from the command line, with the following
option: ```-l debug```. Please note, that is a lowercase **L**.
If you have not been given a specific email address to send it to, then please do
not paste the log contents straight into a forum post. Instead, open the log
file in a text editor (such as notepad on Windows) and copy and paste the
contents into somewhere like `pastebin.com <http://pastebin.com>`_. Then give us
the link to the page that is created.
Windows
^^^^^^^
Find the OpenLP 2.2 folder in your Start menu. Choose the "OpenLP (Debug)" option.
OpenLP will start up. Go to the :menuselection:`Tools --> Open Data Folder` menu
option, and an Explorer window will appear containing folders such as alerts,
bibles, custom etc. Keep this Explorer window open.
Now repeat the steps you need to take in OpenLP to reproduce the problem you had,
and then close down OpenLP.
In the Explorer window you left open, navigate up one level into the openlp
folder. You will see the ``openlp.log`` file. This is the file to e-mail.
Linux/FreeBSD
^^^^^^^^^^^^^
If you installed OpenLP from a package::
@:~$ openlp -l debug
Alternately, if you are running OpenLP from source::
@:~$ ./openlp.pyw -l debug
If your Linux distribution supports the XDG standard, you will find the log in::
~/.cache/openlp/openlp.log
Otherwise, you will find the log file in::
~/.openlp/openlp.log
Mac OS X
^^^^^^^^
Open Terminal.app and navigate to where you installed OpenLP, usually
``/Applications``::
@:~$ cd /Applications
Then go into the OpenLP.app directory, down to the OpenLP executable::
@:~$ cd OpenLP.app/Contents/MacOS
And then run OpenLP in debug mode::
@:~$ ./openlp -l debug
Once you have done that, you need to get the log file. In your home directory,
open the Library directory, and the Application Support directory within that.
Then open the openlp directory, and you should find the openlp.log file in that
directory::
/Users/<username>/Library/Application Support/openlp/openlp.log
``<username>`` is your username.
.. _t-no-media: .. _t-no-media:
I can not play videos or other media I can not play videos or other media
@ -216,3 +348,71 @@ OpenLP freezes on Xfce4 in a dual monitor setup
There is an issue with the Xfce4 compositor that makes OpenLP freeze when using There is an issue with the Xfce4 compositor that makes OpenLP freeze when using
a dual monitor setup. See configuration of dual monitor for :ref:`xfce4display` a dual monitor setup. See configuration of dual monitor for :ref:`xfce4display`
for a solution. for a solution.
The command line shows many error messages
------------------------------------------
When running OpenLP from the command line, you might get something like this::
WARNING: bool Phonon::FactoryPrivate::createBackend() phonon backend plugin could not be loaded
WARNING: bool Phonon::FactoryPrivate::createBackend() phonon backend plugin could not be loaded
WARNING: Phonon::createPath: Cannot connect Phonon::MediaObject ( no objectName ) to VideoDisplay ( no objectName ).
WARNING: Phonon::createPath: Cannot connect Phonon::MediaObject ( no objectName ) to Phonon::AudioOutput ( no objectName ).
WARNING: bool Phonon::FactoryPrivate::createBackend() phonon backend plugin could not be loaded
These error messages indicate that you need to install an appropriate backend
for Phonon.
Linux/FreeBSD
^^^^^^^^^^^^^
If you are using Gnome, you need to install the GStreamer backend for Phonon. On
Ubuntu you would install the ```phonon-backend-gstreamer``` package::
@:~$ sudo aptitude install phonon-backend-gstreamer
If you are using KDE, you need to install the Xine backend for Phonon. On Kubuntu
you would install the ```phonon-backend-xine``` package::
@:~$ sudo aptitude install phonon-backend-xine
If you know which audiovisual system you are using, then install the appropriate
backend.
phonon-backend-vlc may also be worth trying on some systems.
Windows & Mac OS X
^^^^^^^^^^^^^^^^^^
Phonon should already be set up properly. If you are still having issues see
:ref:`t-no-media` in the Troubleshooting section. If that does not work, let the
developers know.
MP3's and other audio formats do not work
-----------------------------------------
This is a known issue on some systems, and we have no solution at the moment.
Videos can be slow or pixelated. Background Videos are very slow
----------------------------------------------------------------
If you are just playing videos from the Media plugin, try selecting the
:guilabel:`Use Phonon for Video playback` option in the Media configuration,
accessible by going to :menuselection:`Settings --> Configure OpenLP --> Media`.
As for text over video, we have no solution for speeding this up. Reducing the
monitor resolution and avoiding shadows and outline text will help. We are
hoping a future release of the toolkit we are using (QtWebKit) will help improve
this, but there is no timeframe at present.
Why do live backgrounds not work in OpenLP 2.2 on Windows & Mac OS X
--------------------------------------------------------------------
Due to changes in one of the underlying frameworks that OpenLP uses (Qt4),
live backgrounds do not work in OpenLP 2.2. This will be fixed in OpenLP 2.4.
Why do playback of linked audio not work in OpenLP 2.2 on Mac OS X
------------------------------------------------------------------
Due to changes in one of the underlying frameworks that OpenLP uses (Qt4),
playback of linked audio does not work in OpenLP 2.2. This will be fixed in
OpenLP 2.4.