Template:Troubleshooting

Troubleshooting

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Asking for Help

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Do you need help? That's okay, everyone needs help sometimes. You can get real time help via chat on [{{{ARR_DISCORD}}} Discord] or Reddit.

But before you go there and post, be sure your request for help is the best it can be. Clearly describe the problem and briefly describe your setup, including things like your OS/distribution, version of Mono (if not Windows), version of {{{ARRNAME}}}, download client and its version. Tell us about what you've tried already, what you've looked at. Use the Logging and Log Files wiki article to turn your logging up to trace, re-create the issue, pastebin the relevant context and include a link to it in your post. Maybe even include some screen shots to highlight the issue.

The more we know, the easier it is to help you.

Logging and Log Files

Location

The log files are located in {{{ARRNAME}}}'s [[{{{ARRNAME}}}_Configuration#Appdata_Directory|Appdata Directory]], inside the logs/ folder. You can also access the log files from the {{{ARRNAME}}} UI at System -> Logs -> Files.

Note: The Logs Table in the UI is not the same as the log files and isn't as useful. If you're asked for logs, please copy/paste from the log files and not the table.

Sharing Logs

The logs can be long and hard to read as part of a forum or reddit post and they're spammy in [{{{ARR_DISCORD}}} Discord], so please use a pastebin. The whole file typically isn't needed, just a good amount of context from before and after the issue/error. Don't forget to wait for spammy tasks like the RSS sync or library refresh to finish.

Trace/Debug Logs

You can change the log level at Settings -> General -> Logging. {{{ARRNAME}}} does not need to restarted for the change to take effect. This change only effects the log files, not the logging database. The latest debug/trace log files are named {{{ARRNAME}}}.debug.txt and {{{ARRNAME}}}r.trace.txt respectively.

If you're unable to access the {{{ARRNAME}}} UI to set the logging level you can do so by editing config.xml in the AppData directory by setting the LogLevel value to Debug or Trace instead of Info.

<Config>
 ...
 <LogLevel>debug</LogLevel>
 ...
</Config>

Clearing Logs

You can clear log files and the logs database directly from the UI, under System -> Logs -> Files and System -> Logs respectively.

Multiple Log Files

{{{ARRNAME}}} uses rolling log files limited to 1MB each. The current log file is always ,{{{ARRNAME}}}.txt, for the the other files {{{ARRNAME}}}.0.txt is the next newest (the higher the number the older it is) up to 6 log files total. This log file contains fatal,error,warn and info entries.

When Debug log level is enabled, additional {{{ARRNAME}}}.debug.txt rolling log files will be present, up to 51 files. This log files contains fatal,error,warn,info and debug entries. It usually covers a 40h period.

When Trace log level is enabled, additional {{{ARRNAME}}}.trace.txt rolling log files will be present, up to 51 files. This log files contains fatal,error,warn,info,debug and trace entries. Due to trace verbosity it only covers a couple of hours.

Recovering from a Failed Update

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Purpose

We do everything we can to prevent issues when upgrading, but they occur, this will walk you through the steps of recovering your installation.

Determine the issue

The best place to look when {{{ARRNAME}}} won't start after an update is your log files, before trying to start {{{ARRNAME}}} again, use Logging and Log Files to find them and increase the log level.

Migration Issue Migration errors won't be identical, but here is an example:

14-2-4 18:56:49.5|Info|MigrationLogger|*** 36: update_with_quality_converters migrating *** 14-2-4 18:56:49.6|Error|MigrationLogger|SQL logic error or missing database duplicate column name: Items While Processing: "ALTER TABLE "QualityProfiles" ADD COLUMN "Items" TEXT"

Resolving the issue

In the event of a migration issue there is not much you can do immediately, if the issue is specific to you (or there are not yet any posts), please create a post on our subreddit, if there are others with the same issue, then rest assured we are working on it.

Manually upgrading

Grab the latest release from [{{{ARR_WEBSITE}}} our website] - if you're running the develop version you can get the latest release [{{{ARR_LATEST_RELEASE}}} HERE]

Install the update (.exe) or extract (.zip) the contents over your existing installation and re-run {{{ARRNAME}}} as you normally would.