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Conflicts: binary doc/accountsetup.rst doc/architecture.rst doc/navigating.rst doc/owncloudcmd.rst doc/troubleshooting.rst
217 lines
8.6 KiB
ReStructuredText
217 lines
8.6 KiB
ReStructuredText
Appendix C: Troubleshooting
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===========================
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The following two general issues can result in failed synchronization:
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- The server setup is incorrect.
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- The client contains a bug.
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When reporting bugs, it is helpful if you first determine what part of the
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system is causing the issue.
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Identifying Basic Functionality Problems
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----------------------------------------
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:Performing a general ownCloud Server test:
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The first step in troubleshooting synchronization issues is to verify that
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you can log on to the ownCloud web application. To verify connectivity to the
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ownCloud server try logging in via your Web browser.
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If you are not prompted for your username and password, or if a red warning
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box appears on the page, your server setup requires modification. Please verify
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that your server installation is working correctly.
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:Ensure the WebDAV API is working:
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If all desktop clients fail to connect to the ownCloud Server, but access
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using the Web interface functions properly, the problem is often a
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misconfiguration of the WebDAV API.
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The ownCloud Client uses the built-in WebDAV access of the server content.
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Verify that you can log on to ownClouds WebDAV server. To verify connectivity
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with the ownCloud WebDAV server:
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- Open a browser window and enter the address to the ownCloud WebDAV server.
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For example, if your ownCloud instance is installed at
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``http://yourserver.com/owncloud``, your WebDAV server address is
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``http://yourserver.com/owncloud/remote.php/webdav``.
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If you are prompted for your username and password but, after providing the
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correct credentials, authentication fails, please ensure that your
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authentication backend is configured properly.
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:Use a WebDAV command line tool to test:
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A more sophisticated test method for troubleshooting synchronization issues
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is to use a WebDAV command line client and log into the ownCloud WebDAV server.
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One such command line client -- called ``cadaver`` -- is available for Linux
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distributions. You can use this application to further verify that the WebDAV
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server is running properly using PROPFIND calls.
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As an example, after installing the ``cadaver`` app, you can issue the
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``propget`` command to obtain various properties pertaining to the current
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directory and also verify WebDAV server connection.
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Isolating other issues
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----------------------
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Other issues can affect synchronization of your ownCloud files:
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- If you find that the results of the synchronizations are unreliable, please
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ensure that the folder to which you are synchronizing is not shared with
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other synchronization applications.
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- Synchronizing the same directory with ownCloud and other
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synchronization software such as Unison, rsync, Microsoft Windows Offline
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Folders, or other cloud services such as DropBox or Microsoft SkyDrive is not
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supported and should not be attempted. In the worst case, it is possible that
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synchronizing folders or files using ownCloud and other synchronization
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software or services can result in data loss.
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- If you find that only specific files are not synrchronized, the
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synchronization protocol might be having an effect. Some files are
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automatically ignored because they are system files, other files might be
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ignored because their filename contains characters that are not supported on
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certain file systems. For more information about ignored files, see
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:ref:`_ignored-files-label`.
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- If you are operating your own server, and use the local storage backend (the
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default), make sure that ownCloud has exclusive access to the directory.
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.. note:: The data directory on the server is exclusive to ownCloud and must not be modified manually.
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If you are using a different file backend on the server, you can try to exclude a bug in the
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backend by reverting to the built-in backend.
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Log Files
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---------
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Effectively debugging software requires as much relative information as can be
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obtained. To assist the ownCloud support personnel, please try to provide as
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many relevant logs as possible. Log output can help with tracking down
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problems and, if you report a bug, log output can help to resolve an issue more
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quickly.
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Obtaining the Client Log File
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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To obtain the client log file:
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1. Open the ownCloud Desktop Client.
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2. Press F12 on your keyboard.
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The Log Output window opens.
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.. image:: images/log_output_window.png
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3. Click the 'Save' button.
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The Save Log File window opens.
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.. image:: images/save_log_file.png
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4. Migrate to a location on your system where you want to save your log file.
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5. Name the log file and click the 'Save' button.
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The log files is saved in the location specifed.
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Alternatively, you can launch the ownCloud Log Output window using the
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``--logwindow`` command. After issuing this command, the Log Output window
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opens to show the current log. You can then follow the same procedures
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mentioned above to save the log to a file.
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.. note:: You can also open a log window for an already running session, by
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restarting the client using the following command:
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* Windows: ``C:\Program Files (x86)\ownCloud\owncloud.exe --logwindow``
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* Mac OS X: ``/Applications/owncloud.app/Contents/MacOS/owncloud --logwindow``
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* Linux: ``owncloud --logwindow``
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Saving Files Directly
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~~~~~~~~~~~~~~~~~~~~~
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The ownCloud client enables you to save log files directly to a predefined file
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or directory. This is a useful option for troubleshooting sporadic issues as
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it enables you to log large amounts of data and bypasses the limited buffer
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settings associated with the log window.
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To save log files to a file or a directory:
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1. To save to a file, start the client using the ``--logfile <file>`` command,
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where ``<file>`` is the filename to which you want to save the file.
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2. To save to a directory, start the client using the ``--logdir <dir>`` command, where ``<dir>``
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is an existing directory.
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When using the ``--logdir`` command, each sync run creates a new file. To limit
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the amount of data that accumulates over time, you can specify the
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``--logexpire <hours>`` command. When combined with the ``--logdir`` command,
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the client automatically erases saved log data in the directory that is older
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than the specified number of hours.
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As an example, to define a test where you keep log data for two days, you can
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issue the following command:
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```
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owncloud --logdir /tmp/owncloud_logs --logexpire 48
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```
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ownCloud server Log File
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~~~~~~~~~~~~~~~~~~~~~~~~
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The ownCloud server also maintains an ownCloud specific log file. This log file
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must be enabled through the ownCloud Administration page. On that page, you can
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adjust the log level. We recommend that when setting the log file level that
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you set it to a verbose level like ``Debug`` or ``Info``.
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You can view the server log file using the web interface or you can open it
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directly from the file system in the ownCloud server data directory.
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.. todo:: Need more information on this. How is the log file accessed?
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Need to explore procedural steps in access and in saving this file ... similar
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to how the log file is managed for the client. Perhaps it is detailed in the
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Admin Guide and a link should be provided from here. I will look into that
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when I begin heavily editing the Admin Guide.
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Webserver Log Files
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~~~~~~~~~~~~~~~~~~~
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It can be helpful to view your webservers error log file to isolate any
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ownCloud-related problems. For Apache on Linux, the error logs are typically
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located in the ``/var/log/apache2`` directory. Some helpful files include the
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following:
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- ``error_log`` -- Maintains errors associated with PHP code.
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- ``access_log`` -- Typically records all requests handled by the server; very
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useful as a debugging tool because the log line contains information specific
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to each request and its result.
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You can find more information about Apache logging at
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``http://httpd.apache.org/docs/current/logs.html``.
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Core Dumps
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----------
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On Mac OS X and Linux systems, and in the unlikely event the client software
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crashes, the client is able to write a core dump file. Obtaining a core dump
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file can assist ownCloud Customer Support tremendously in the debugging
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process.
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To enable the writing of core dump files, you must define the
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``OWNCLOUD_CORE_DUMP`` environment variable on the system.
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For example:
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```
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OWNCLOUD_CORE_DUMP=1 owncloud
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```
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This command starts the client with core dumping enabled and saves the files in
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the current working directory.
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.. note:: Core dump files can be fairly large. Before enabling core dumps on
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your system, ensure that you have enough disk space to accommodate these files.
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Also, due to their size, we strongly recommend that you properly compress any
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core dump files prior to sending them to ownCloud Customer Support.
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