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.. _troubleshooting:
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===============
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Troubleshooting
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===============
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Something has gone wrong, what should I do to help get it fixed?
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----------------------------------------------------------------
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If you have found an error in the program (what we call a bug) you should report
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this to us so that OpenLP can be improved. Before reporting any bugs please
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first make sure that there is not already a bug report about your problem:
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#. Check the `OpenLP Issue list <https://gitlab.com/groups/openlp/-/issues>`_
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#. Check the `Troubleshooting forum <https://forums.openlp.org/categories/troubleshooting>`_
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If there **is already a bug report**, you may be able to help by providing
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further information. However, **if no one else has reported** it yet, then
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please post a new bug report.
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#. The **preferred place** for reporting bugs is the
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`bugs list <https://gitlab.com/groups/openlp/-/issues>`_ on GitLab.
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#. Alternatively, if you do not have a GitLab account and do not want to sign
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up for one, you can post in the
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`Troubleshooting forum <https://forums.openlp.org/categories/troubleshooting>`_.
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What information should I include in a bug report?
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--------------------------------------------------
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Since OpenLP 1.9.4, there is a bug report dialog which automatically opens when
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OpenLP hits a serious bug. However, this does not appear all the time, and in
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some behavioural bugs, you will have to file a bug report yourself. The following
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items are information the developers need in order to reproduce the bug.
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Operating System
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Include information such as the version of your operating system, the
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distribution (e.g. Ubuntu, Fedora, etc.) if you are using Linux, or the
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edition (e.g. Home, Basic, Business, etc.) if you are using Windows.
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Version of OpenLP
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You can find out the version of OpenLP by going to :menuselection:`Help --> About`
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Steps to Reproduce
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The exact steps the developers need to follow in order to reproduce the bug.
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Version of MS Office or LibreOffice
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If you are using the song imports or the presentation plugin, you will need to
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supply the version of Office or LibreOffice.
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Bible Translation and Source
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If the bug occurred while you were working with Bibles, specify the
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translation of the Bible, and the source format if you imported it yourself.
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**Any** Other Information
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Often bugs are caused by something that might not seem to be directly
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related to the bug itself. If you have any other information with regards to
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actions you performed or other activities when the bug occurred, it would be
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welcomed by the developers.
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The more information you give us, the better we can help you.
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I have been asked to email a debug log, where do I find this?
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-------------------------------------------------------------
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We may need a debug log to help pin-point the issue. A new log file is created
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each time you start OpenLP so copy the file before you run the software a second
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time. On Windows a Debug option is available in the start menu. On other systems,
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you will need to run OpenLP from the command line, with the following
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option: ```-l debug```. Please note, that is a lowercase **L**.
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If you have not been given a specific email address to send it to, then please do
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not paste the log contents straight into a forum post. Instead, open the log
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file in a text editor (such as notepad on Windows) and copy and paste the
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contents into somewhere like `pastebin.com <http://pastebin.com>`_. Then give us
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the link to the page that is created.
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Windows
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^^^^^^^
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Find the OpenLP 3.0 folder in your Start menu. Choose the "OpenLP (Debug)" option.
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OpenLP will start up in Debug mode and save the log file.
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To get to the log file folder on Windows, press the Windows Key and "R" at the same time. This will open the
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:menuselection:`Run dialog`. Type ``%appdata%\OpenLP`` and press <Enter>. This will open a file Explorer window within the
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OpenLP folder. Keep this Explorer window open.
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Now repeat the steps you need to take in OpenLP to reproduce the problem you had,
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and then close down OpenLP.
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In the Explorer window you left open, you will see the ``openlp.log`` file. This
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is the file to e-mail.
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Linux and Unix-like systems
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^^^^^^^^^^^^^^^^^^^^^^^^^^^
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If you installed OpenLP from a package::
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@:~$ openlp -l debug
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Alternately, if you are running OpenLP from source::
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@:~$ ./openlp.pyw -l debug
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If your Linux distribution supports the XDG standard, you will find the log in::
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~/.cache/openlp/openlp.log
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Otherwise, you will find the log file in::
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~/.openlp/openlp.log
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Mac OS X
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^^^^^^^^
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Open Terminal.app and navigate to where you installed OpenLP, usually
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``/Applications``::
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@:~$ cd /Applications
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Then go into the OpenLP.app directory, down to the OpenLP executable::
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@:~$ cd OpenLP.app/Contents/MacOS
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And then run OpenLP in debug mode::
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@:~$ ./openlp -l debug
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Once you have done that, you need to get the log file. In your home directory,
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open the Library directory, and the Application Support directory within that.
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Then open the openlp directory, and you should find the openlp.log file in that
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directory::
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/Users/<username>/Library/Application Support/openlp/openlp.log
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``<username>`` is your username.
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.. _t-no-library:
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I can not play videos or other library items.
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---------------------------------------------
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If you can not play video or audio through OpenLP, the problem is most likely
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that the players have not be properly configured. The recommended
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player for OpenLP is VLC, see the manual for :ref:`media_configure` for how to
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setup VLC as your default player.
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If you want to use the System player, but it cannot play your audio or video files, you
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can look below for how best to set it up.
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Codecs
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^^^^^^
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You may need to install codecs for certain files to play. Most newer versions
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of Windows and OS X will support most media types. Most Linux distributions
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will require a little more help to get certain media types to play.
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Microsoft Windows
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^^^^^^^^^^^^^^^^^
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Later versions of Microsoft Windows (Vista, Windows 7) generally come with
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everything you need to play most media formats. If for some reason you need
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additional codecs we have seen success from the `Combined Community Codec Pack
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(CCCP) <http://www.cccp-project.net/>`_. You might also wish to check out the
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K-Lite Codec Pack. If you are having issues, results do seem to vary with the
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different options. What works for some may not for others, so some trial and
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error may be required.
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macOS
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^^^^^
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Most modern Macs should already support most popular formats out of the box.
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Ubuntu Linux (and variants)
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^^^^^^^^^^^^^^^^^^^^^^^^^^^
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If you are using Ubuntu Linux, or one of its variants (Kubuntu, Edubuntu, etc...)
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it is a fairly quick and easy process to get all the codecs you need to make
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things work. You will need to install two meta-packages that contain all the
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multimedia codecs that you will generally need. From the Software Center install
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ubuntu-restricted-extras and Kubuntu-restricted-extras, or from the terminal::
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user@linux:~ $ sudo apt-get install ubuntu-restricted-extras kubuntu-restricted-extras
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**Note** if you are running Kubuntu there is no need to install the
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ubuntu-restricted-extras meta-package
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For more information on Ubuntu and multimedia issues please check out the
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`community documentation <https://help.ubuntu.com/community/RestrictedFormats/>`_.
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Arch Linux
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^^^^^^^^^^
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The following command provides the most complete solution for codecs on Arch
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Linux::
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root@linux:~ # pacman -S gstreamer0.10-{base,good,bad,ugly}-plugins gstreamer0.10-ffmpeg
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If you need more help with Arch Linux and multimedia please see the `Arch Linux
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documentation <https://wiki.archlinux.org/index.php/Codecs>`_.
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Debian Linux
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^^^^^^^^^^^^
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You will need to add the Debian Multimedia Repository. So add the folowing to
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/etc/apt/sources.list::
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deb http://www.debian-multimedia.org testing main non-free
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Then update the repository info::
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root@linux:~ # apt-get update
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Then install the following packages::
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root@linux:~ # apt-get install gstreamer0.10-ffmpeg gstreamer0.10-lame gstreamer0.10-plugins-really-bad gstreamer0.10-plugins-bad gstreamer0.10-plugins-ugly gstreamer0.10-plugins-good gstreamer0.10-x264
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Fedora Linux
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^^^^^^^^^^^^
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You will need to set up Fedora to play most media formats. This is accomplished
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using the rpmfusion repository.
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**Note** the following commands will enable a third party repository to your
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system. Please check out `the RPM Fusion site <http://rpmfusion.org>`_ for more information.
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To enable both the free and nonfree components for any Fedora official release
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enter the following commands::
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su -c 'yum localinstall --nogpgcheck http://download1.rpmfusion.org/free/fedora/rpmfusion-free-release-stable.noarch.rpm http://download1.rpmfusion.org/nonfree/fedora/rpmfusion-nonfree-release-stable.noarch.rpm'
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After enabling the rpmfusion repository you will want to refresh your package
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list, perform any updates and search for gstreamer-good, bad, and ugly and
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install.
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Follow the tutorial `using the rpmfusion repository <http://www.linuxjournal.com/video/getting-mp3-support-fedora-using-rpmfusion-repositories>`_
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to enable extra audio and video formats on Fedora
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.. _t-no-library-items:
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The Library appears to be missing some features
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-----------------------------------------------
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If you do not see all the features listed in the Library, you may need
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to enable them.
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To enable the plugins navigate to :menuselection:`Settings --> Plugins` or
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press :kbd:`Alt+F7`. You will want to click on the plugin to the left that you
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would like to enable and select **active** from the drop down box to the right.
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.. image:: pics/plugin_list_main.png
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By default all plugins should be enabled during the first run wizard except the
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remotes plugin, unless you specify differently.
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I can not see the book, chapter, and verse when I display scripture
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-------------------------------------------------------------------
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The book, chapter, and verse should be displayed when you display scripture. If
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you can not see this your theme probably has the text size too small for the
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info to be seen. See the section of the manual on :ref:`themes` if you need more info
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on text sizes in themes.
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I am using PowerPoint 2010 or PowerPoint Viewer 2010 and presentations do not work
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----------------------------------------------------------------------------------
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Currently OpenLP does not support PowerPoint Viewer 2010. PowerPoint 2010 should
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work correctly, although some users have reported problems. If you have issues
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with PowerPoint 2010 or PowerPoint Viewer 2010 try the PowerPoint 2003 or 2007
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Viewers. `Download the PowerPoint 2007 viewer for free
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<http://www.microsoft.com/downloads/en/details.aspx?FamilyID=048dc840-14e1-467d-8dca-19d2a8fd7485&displaylang=en>`_.
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I have PowerPoint installed but it does not show as a presentation option
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-------------------------------------------------------------------------
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macOS
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^^^^^
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Due to limitations on macOS, OpenLP cannot currently interface with PowerPoint, LibreOffice or Keynote.
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Windows
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^^^^^^^
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Installing the `Visual C++ Runtime Redistributable <http://www.microsoft.com/downloads/en/details.aspx?FamilyID=9b2da534-3e03-4391-8a4d-074b9f2bc1bf&displaylang=en>`_
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has fixed this problem according to some of our users.
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I am running a Linux Distro and cannot see the menu icons
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---------------------------------------------------------
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This seems to be a problem with XFCE and some versions of Gnome too. To correct
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this problem, open a terminal and type in the following commands::
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gconftool-2 --type boolean --set /desktop/gnome/interface/buttons_have_icons true
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gconftool-2 --type boolean --set /desktop/gnome/interface/menus_have_icons true
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I chose to use a web Bible but it did not download the entire Bible
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-------------------------------------------------------------------
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Due to copyright restrictions OpenLP cannot download an entire Bible. It can
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only download the section you search for. If you do not have an internet
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connection where you intend to use OpenLP you will need another scripture
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source. For more information about acquiring Bibles please see the section on
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the :ref:`import_bibles`.
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OpenLP is using a large amount of RAM when showing a presentation
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-----------------------------------------------------------------
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OpenLP uses a large amount of RAM when showing a presentation due to the way it
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handles presentations. OpenLP itself is unable to show those presentations or
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load the presentation files, so it interacts with the presentation through
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either Microsoft PowerPoint or LibreOffice Impress. In order to show the slides
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in the slide controller, OpenLP requests that the presentation application
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export the slides to images, and then uses those images as slides. This results
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in a large amount of RAM being used, especially in presentations with more than
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about 20 slides.
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OpenLP is not displaying correctly, or is not on the correct screen
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-------------------------------------------------------------------
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Please read the documentation on :ref:`dualmonitors`. It is very important to
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have dual monitors setup properly for OpenLP to function as expected.
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Previews are slow to load when using a theme with an image background
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---------------------------------------------------------------------
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If you are using a JPG formatted image for your background try converting it
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to another format. There is a notable performance difference between JPG and
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a format such as PNG. Other formats work in OpenLP but PNG is the preferred
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image format and yields the best performance. Images should also be sized to
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the size of your output. For example, if your output screen is 1024x768 you
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should size your background image to 1024x768 also. OpenLP does not scale
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images.
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OpenLP crashes on startup on Windows
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------------------------------------
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If Windows is missing a proper driver for the graphics card on the computer, it
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might cause OpenLP to crash on startup, resulting in a message saying
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:guilabel:`OpenLP has stopped working`. To fix this find, download and install
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the newest driver for your graphics card.
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I saved service-files in the servicemanager folder but now they are gone
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------------------------------------------------------------------------
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The `servicemanager` folder which can be found in OpenLP's data folder is used
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internally by OpenLP for temporary files and anything in there can and will be
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deleted by OpenLP. In general you should not modify or create files in OpenLP's
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data folder unless you know what you are doing.
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OpenLP freezes on Xfce4 in a dual monitor setup
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-----------------------------------------------
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There is an issue with the Xfce4 compositor that makes OpenLP freeze when using
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a dual monitor setup. See configuration of dual monitor for :ref:`xfce4display`
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for a solution.
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MP3's and other audio formats do not work
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-----------------------------------------
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This is a known issue on some systems, and we have no solution at the moment.
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Videos can be slow or pixelated. Background Videos are very slow
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----------------------------------------------------------------
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If you are just playing videos from the Media plugin, try selecting the
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:guilabel:`Use System for Video playback` option in the Media configuration,
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accessible by going to :menuselection:`Settings --> Configure OpenLP --> Media`.
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As for text over video, we have no solution for speeding this up. Reducing the
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monitor resolution and avoiding shadows and outline text will help. We are
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hoping a future release of the toolkit we are using (QtWebKit) will help improve
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this, but there is no timeframe at present.
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Downgrade guide (how to restore a backup)
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-----------------------------------------
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In some cases new versions of OpenLP can contain bugs that was not discovered
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during testing, which in some cases can mean that OpenLP cannot function
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probably and the only way out is to downgrade to the previous version.
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Since the OpenLP 2.2 release, new versions of OpenLP always ask if a backup
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should be made of the data on the first run. It is always recommend to create
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this backup, since OpenLPs data format often changes between versions, which
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means that older OpenLP versions cannot read the data created by newer versions.
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In case of downgrading this backup can be restored. To perform a downgrade
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follow these steps:
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#. Open OpenLP and in the menu go to :menuselection:`Tools --> Open Data` Folder
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to open the current data folder in a fileexplorer. If OpenLP cannot open due
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to a bug see :ref:`data_folder`.
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#. Keep the fileexplorer window open and close OpenLP
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#. Uninstall OpenLP and install the old version (if you have not done this
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already). Do not run OpenLP when the installation completes. Older versions
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can be downloaded from <https://get.openlp.org/>. Use caution and only download
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versions with an even minor number. Odd numbered versions are test versions
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and may not be stable. Versions of OpenLP are listed in the format:
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Major Revision(dot)Minor Revision(dot)Iteration. As an example, version
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2.4.x is a stable version and version 2.3.x is a test version.
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#. In the fileexplorer go up one folder-level. You should now see a lot of
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folders, find the folders that starts with ``openlp``. Depending on how many
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upgrades you have done you will see some folders looking like
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``openlp-20160128-185424``. These folders are the backups made by OpenLP on
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upgrade. The numbers are a timestamp that you can use to find the backup with
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the you wish to restore.
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#. Rename the ``openlp`` folder to ``openlp-broken-update`` or similar.
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#. Rename the backup folder you wish to restore to ``openlp``.
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#. Start OpenLP and watch it load your restored data.
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Note: This does not restore your settings!
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