Recent posts in 'Problem & Bug Reports' | Boxee Support http://support.boxee.tv/posts en-us 60 "Send your Windows hardware specs to Boxee Support" in Problem & Bug Reports - comment added by Teddy Hanlon <p>I just installed the new version of Boxee (per email notification) and the program will not start.  I get a "fatal" message that says:  my desktop color depth is not 32-bit.</p> <p>The system file is attached.</p> Thu, 06 May 2010 23:17:49 +0300 support.boxee.tv/forums/117564-problem-bug-reports/posts.rss:117564:47451:269964 Teddy Hanlon http://support.boxee.tv/entries/47451-send-your-windows-hardware-specs-to-boxee-support I've been asked by Boxee Support to send debug logs. How do I do that? <div class="frame"> <div class="nobottom entry" style="padding-bottom: 0pt;">You should know that the debug logs includes details regarding your operating system, some of your hardware and indexed media, apart from registered operations on Boxee and errors from the latest Boxee session. <strong> </strong></div> <div class="nobottom entry" style="padding-bottom: 0pt;"><strong>Running Boxee in debug mode</strong></div> <div class="nobottom entry" style="padding-bottom: 0pt;">Please go to <strong>Settings</strong> > <strong>System</strong> ><strong>Debug</strong> ><strong>Debug Level</strong> and change the level from <strong>INFO</strong> to <strong>DEBUG.</strong></div> <div class="nobottom entry" style="padding-bottom: 0pt;">Restart Boxee and try to recreate the problem you were experiencing. The log file will be located at:</div> <div class="nobottom entry" style="padding-bottom: 0pt;"> <div class="user_formatted" style="margin-top: 35px;"> <ul> <li>Mac: ~/Library/Logs/boxee.log</li> <li>Windows XP: c:\Documents and Settings\<your windows user name>\Application Data\BOXEE\boxee.log</li> <li>Windows Vista: c:\Users\<your windows user name>\AppData\Roaming\BOXEE\boxee.log</li> <li>Linux: /tmp/<username>-boxee.log</li> </ul> <p>Attach the log file to your support ticket, with a full step-by-step explanation of what went wrong, including any error messages you got along the way.</p> </div> </div> <div class="nobottom entry" style="padding-bottom: 0pt;">The most valuable piece of information you can provide to Boxee Support when reporting a problem is a debug log from a session where you are having the problem you are trying to get help with.</div> <div class="nobottom entry" style="padding-bottom: 0pt;"></div> <div class="nobottom entry" style="padding-bottom: 0pt;">Note that the regular log Boxee produces is not a debug log.</div> <div class="nobottom entry" style="padding-bottom: 0pt;"> <p><strong>If you can reach Settings >System then Create the advancedsettings.xml file</strong></p> <p>Advancedsettings.xml is a file which tells Boxee to start debug logging.</p> <p>To create the file, you will need to use a text editor. If you are using Windows, you can use the good old Notepad (just click on the Start button and type <em>notepad</em> to open it). On Mac you can use TextEdit, which is located in your Applications folder.</p> <p>Inside the text editor, please type in the following:</p> <p><em><advancedsettings></em></p> <p style="padding-left: 30px;"><em><loglevel>0</loglevel></em></p> <p><em></advancedsettings></em></p> <p>Save the file under the name <em>advancedsettings.xml</em></p> <p>The file should be saved to the following location:</p> <ul> <li>Mac: ~/Library/Application Support/BOXEE/UserData/advancedsettings.xml</li> <li>Windows XP: c:\Documents and Settings\<your windows user name>\Application Data\BOXEE\userdata\advancedsettings.xml</li> <li>Windows Vista: c:\Users\<windows user name>\AppData\Roaming\BOXEE\userdata\advancedsettings.xml</li> <li>Linux: ~/.boxee/UserData/advancedsettings.xml</li> </ul> </div> </div> Thu, 01 Apr 2010 17:21:33 +0300 support.boxee.tv/forums/117564-problem-bug-reports/posts.rss:117564:136404 marcel hass http://support.boxee.tv/entries/136404-i-ve-been-asked-by-boxee-support-to-send-debug-logs-how-do-i-do-that OS X: White text does not appear during Boxee's debug mode. What's wrong? <p>To initialize Boxee's debug mode, users must create a advancedsettings.xml file in the UserData folder. (<a href="http://boxee.zendesk.com/forums/49599/entries/43963">Click here</a> fore details). Sometimes in OS X, Boxee does not correctly recognize the advancedsettings.xml file.</p> <p>To correct this problem, attempt the following:</p> <ul> <li>Rather than creating a new .xml document in TextEditor, duplicate an old .xml file in the UserData folder (eg., bxinfo.xml). </li> <li>Open the file with TextEditor, add replace the text with:</li> </ul> <p style="padding-left: 60px;"><em><advancedsettings></em></p> <p style="padding-left: 90px;"><em><loglevel>0</loglevel></em></p> <p style="padding-left: 60px;"><em></advancedsettings></em></p> <ul> <li>Close and save the file.</li> </ul> <p>If you've correctly created an advancedsettings.xml file, users should see several lines of white text in the top left corner of the screen.</p> Thu, 28 Jan 2010 22:45:44 +0200 support.boxee.tv/forums/117564-problem-bug-reports/posts.rss:117564:105034 mod erator http://support.boxee.tv/entries/105034-os-x-white-text-does-not-appear-during-boxee-s-debug-mode-what-s-wrong Reporting a problem with a 3rd party Boxee App <p>As you probably know, most of the <a href="http://boxee.zendesk.com/forums/49598/entries/43744" target="_blank">Boxee Applications</a> are not developed in house, and being open source, anyone can build his own Boxee App.</p> <p>Sometimes you might encounter a problem with a Boxee App, which wasn't developed by team Boxee, and there's very little the Boxee support team can do to help you.</p> <p>So we've opened a channel of bug reports, which get directly to those Boxee app developers out there, responsible for the apps they build.</p> <p>In order to report a problem with a 3rd party application:</p> <ol> <li>Visit http://jira.boxee.tv.</li> <li>Create a new issue.</li> <li>Select <strong>boxee-applications</strong>.</li> <li>Choose the application giving you trouble under the <strong>Component</strong> field.</li> </ol> <p>That's it. Please try to be as elaborate as possible in your report, and leave some contact details, so that the app developers can get back to you in case they need more info regarding what went wrong.</p> <p><strong>How do I know if an app is a 3rd party one, or it was developed by team Boxee?</strong></p> <p>Well, since so many apps have been added to Boxee recently, we can hardly keep track. <a href="http://boxee.zendesk.com/forums/49600/entries/43690" target="_blank">This is the basic list of applications</a> provided with Boxee, which were developed by team Boxee (there might be others, as we don't keep the list very up-to-date), and this should be a good start - anything not in the list, is potentially a 3rd party application.</p> <p>Another way of knowing, is by checking the App Box inside Boxee. Go to the App Box and check the My Applications list. Just go to the application you're not sure about, and see who the Author is. Apps built by team Boxee will have it clearly stated.</p> <p>You can always <a href="http://support.boxee.tv/forums/49600/entries/43758" target="_blank">contact us</a> directly, and just make sure.</p> Sun, 26 Jul 2009 19:33:11 +0300 support.boxee.tv/forums/117564-problem-bug-reports/posts.rss:117564:48850 boxee tv http://support.boxee.tv/entries/48850-reporting-a-problem-with-a-3rd-party-boxee-app Send your Windows hardware specs to Boxee Support <p>At times, when discussing an issue you were experiencing with your Boxee installation on a Windows machine, Boxee support representatives will find it much easier to ask you for a summary of your hardware specifications.</p> <p>You don't have to work hard, collecting the details of your specs. Windows can do it for your.</p> <ol> <li>Click on <strong>Start > Run</strong> (on Windows XP), or just <strong>Start</strong> (on Windows Vista or Windows 7).</li> <li>Type <em>dxdiag</em>, and confirm the action.</li> <li>A window will open, with a summary of your hardware. At the bottom of that window, you will see a button suggesting to save all the details.</li> <li>Click on the Save all button, and select a destination for the file to be saved at.</li> </ol> <p>When done, you should have a text file named <strong>dxdiag.txt</strong>, which you can attach to your <a href="../../../tickets/new" target="_blank">ticket when reporting your problem to Boxee Support</a></p> Mon, 20 Jul 2009 14:26:33 +0300 support.boxee.tv/forums/117564-problem-bug-reports/posts.rss:117564:47451 boxee tv http://support.boxee.tv/entries/47451-send-your-windows-hardware-specs-to-boxee-support Send your UserData to Boxee Support <p>When you encounter a problem with Boxee, at times it will have to do with something going wrong with one of the files in your UserData. One thing you can do is just to <a href="http://support.boxee.tv/forums/49599/entries/42737" target="_blank">delete the entire UserData folder</a>. However, if you want to help make Boxee better, and maybe even prevent such naughty behavior by Boxee in the future, why don't you send your UserData to us and have us take a look at it?</p> <p><strong>OK, I'll send you the UserData folder. How do I do that?</strong></p> <p>Since there are many files inside your UserData that might be the source of the problem you are experiencing, we would like you to send almost the entire folder to us. Why almost? Because there are files we certainly do not need, and those are the files that make the UserData folder quite a large one (sometimes too large to just send to us by email within a reasonable time).</p> <p>So before sending us the folder, please delete the thumnail files from there.</p> <ol> <li>Go to your UserData folder:<ol> <li>Linux: ~/.boxee/UserData/</li> <li>Mac OS/X: ~/Library/Application Support/BOXEE/UserData/</li> <li>AppleTV: ~/Library/Application\ Support/BOXEE/UserData/</li> <li>Windows Vista: C:\Users\<windows user name>\AppData\Roaming\BOXEE\userdata\</li> <li>Windows XP: C:\Documents and Settings\<your windows user name>\Application Data\BOXEE\userdata\</li> </ol></li> <li>Go to <strong>Profiles</strong> and then on each of the profiles open the <strong>Thumbnails</strong> folder and delete its contents.</li> </ol> <p>The next step would be bundling all the contents of your UserData folder in a single file, to simplify sending it to us. The best way to do that is by compressing it to a *.zip or *.rar file using a dedicated 3rd party tool (<a href="http://www.softwaretocompress.com/index.php?ref=GA_Stuffit_0010_F08_stuffit%20expander&gclid=CNGo1P28tJsCFQoUzAoddjN4Pw" target="_blank">Stuffit Expander</a> is a nice free tool for both Windows and Mac).</p> <p>When done, you should have a single compressed file containing your UserData folder, which you can attach to your <a href="http://support.boxee.tv/tickets/new" target="_blank">ticket when reporting your problem to Boxee Support</a>. Please also state your username, so that we can try and recreate your problem at our labs.</p> Wed, 01 Jul 2009 15:12:04 +0300 support.boxee.tv/forums/117564-problem-bug-reports/posts.rss:117564:44149 boxee tv http://support.boxee.tv/entries/44149-send-your-userdata-to-boxee-support I've been asked by Boxee Support to send debug logs. How do I do that? <div class="user_formatted" style="margin-top: 35px;"> <div class="frame"> <div class="entry nobottom" style="padding-bottom: 0pt;">You should know that the debug logs includes details regarding your operating system, some of your hardware and indexed media, apart from registered operations on Boxee and errors from the latest Boxee session. <strong> </strong></div> <div class="entry nobottom" style="padding-bottom: 0pt;"><strong>Running Boxee in debug mode</strong></div> <div class="entry nobottom" style="padding-bottom: 0pt;">Please go to <strong>Settings</strong> > <strong>System</strong> ><strong>Debug</strong> ><strong>Debug Level</strong> and change the level from <strong>INFO</strong> to <strong>DEBUG.</strong></div> <div class="entry nobottom" style="padding-bottom: 0pt;">Restart Boxee and try to recreate the problem you were experiencing. The log file will be located at:</div> <div class="entry nobottom" style="padding-bottom: 0pt;"> <div class="user_formatted" style="margin-top: 35px;"> <ul> <li>Mac: ~/Library/Logs/boxee.log</li> <li>Windows XP: c:\Documents and Settings\<your windows user name>\Application Data\BOXEE\boxee.log</li> <li>Windows Vista / 7: c:\Users\<your windows user name>\AppData\Roaming\BOXEE\boxee.log</li> <li>Linux: /tmp/<username>-boxee.log</li> </ul> <p>Attach the log file to your support ticket, with a full step-by-step explanation of what went wrong, including any error messages you got along the way.</p> </div> </div> <div class="entry nobottom" style="padding-bottom: 0pt;">The most valuable piece of information you can provide to Boxee Support when reporting a problem is a debug log from a session where you are having the problem you are trying to get help with.</div> <div class="entry nobottom" style="padding-bottom: 0pt;">Note that the regular log Boxee produces is not a debug log.</div> <div class="entry nobottom" style="padding-bottom: 0pt;"> <p><strong>If you cannot reach Settings >System then please edit the Log level settings under guisettings.xml</strong></p> <p>The file should be found at the following location:</p> <ul> <li>Mac: ~/Library/Application Support/BOXEE/UserData/guisettings.xml</li> <li>Windows XP: c:\Documents and Settings\<your windows user name>\Application Data\BOXEE\userdata\guisettings.xml</li> <li>Windows Vista / 7: c:\Users\<windows user name>\AppData\Roaming\BOXEE\userdata\guisettings.xml</li> <li>Linux: ~/.boxee/UserData/guisettings.xml</li> </ul> <p> You will need to use a text editor to open the file . If you are using Windows, you can use the good old Notepad (just click on the Start button and type <em>notepad</em> to open it). On Mac you can use TextEdit, which is located in your Applications folder.</p> <p>Inside the text editor, please edit the loglevel from 1 to 0 and then save it :</p>   <debug><br />        <loglevel>0</loglevel><br />        <showinfoline>false</showinfoline><br />    </debug> <p><em> </em></p> Restart Boxee and try to recreate the problem you were experiencing</div> </div> </div> Tue, 30 Jun 2009 11:37:54 +0300 support.boxee.tv/forums/117564-problem-bug-reports/posts.rss:117564:43963 boxee tv http://support.boxee.tv/entries/43963-i-ve-been-asked-by-boxee-support-to-send-debug-logs-how-do-i-do-that Removing the UserData folder <p>Boxee is still in beta, meaning that there are still some bugs and glitches we need to take care of.</p> <p>In some cases, our support team will recommend that you delete your UserData folder. Although sometimes it will be absolutely necessary, we believe you should know the consequences of such an action.</p> <p>The UserData folder holds some really important stuff Boxee needs to run, including the database of your indexed media, the list of installed Boxee Apps, all your settings and user profile and some other things.</p> <p>When running Boxee after the deletion of the UserData folder, it will be automatically created, but without any of the stuff mentioned above. Boxee will look as if you have just installed it on a virgin, Boxee-less computer, meaning you will have to set it up from scratch.</p> <p>We suggest that if instructed to remove your UserData by a Boxee support representative, as a way to resolve an issue with your Boxee installation, copy the folder to another location before deleting it, or just rename it. This way, if removing UserData doesn't solve the problem, you can always revert to the old one, and not lose all your valuable info.</p> <p>We, here at Boxee, are aware of how annoying and frustrating this can be, and we are working on:</p> <ol> <li>decreasing the amount of problems solved by deleting the UserData.</li> <li>moving most of the settings, user profile and installed apps to the server, as part of your Boxee user and not your Boxee installation.</li> </ol> <p>UserData folder location differs between operating systems:</p> <ul> <li>Linux: ~/.boxee/UserData/</li> <li>Mac OS/X: ~/Library/Application Support/BOXEE/UserData/</li> <li>AppleTV: ~/Library/Application\ Support/BOXEE/UserData/</li> <li>Windows Vista: C:\Users\<windows user name>\AppData\Roaming\BOXEE\userdata\</li> <li>Windows XP: C:\Documents and Settings\<your windows user name>\Application Data\BOXEE\userdata\</li> </ul> <p><strong>Important!</strong> Before deleting the UserData folder, you might want to consider giving us a hand preventing these problems in the future by <a href="http://support.boxee.tv/forums/49599/entries/44149" target="_blank">sending the folder to Boxee Support</a> for inspection.</p> Tue, 23 Jun 2009 17:52:15 +0300 support.boxee.tv/forums/117564-problem-bug-reports/posts.rss:117564:42737 boxee tv http://support.boxee.tv/entries/42737-removing-the-userdata-folder