Difference between revisions of "Troubleshoot regibox"

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You may also take a look at the [[Regibox_Faq|regibox FAQ pages]].
 
You may also take a look at the [[Regibox_Faq|regibox FAQ pages]].
  
−
===Activate debugging===
+
===Activate debugging / diagnostics===
−
====Debug during configuration====
+
 
 +
<span style="color: #882222;">If you plan to ask regify support, please make sure to send us '''complete support cases''' containing a valid '''diagnostics file''' and detailed '''error description''' including all '''warnings and error messages''' the user gets. We are also interested in any additional information that might affect the issue.<br>
 +
Please respect the rules from [[Report_Error]] page.</span>
 +
 
 +
==== Diagnostics during runtime ====
 +
 
 +
If you encounter any error that seems strange to you, please follow these steps in order to create diagnostics information for regify support:
 +
 
 +
#'''Open regibox manager''' and prepare the situation you want to show us.
 +
#'''Press Ctrl+Alt+d''' (Mac '''Ctrl+Option+d''') in order to activate diagnostic logging. Please confirm with YES.
 +
#Now, please '''try to replicate your problem'''.
 +
##Crash or visible problem: Please trigger the problem again.
 +
##General synchronization problem: Please wait for '''at least 60 seconds''' (doing nothing).
 +
##Special file synchronization problem: Please trigger the problem with this file again.
 +
#Stop diagnostic by '''pressing Ctrl+Alt+d again'''.
 +
#The program is asking you for a location to store the diagnostic information. We suggest to use the Desktop folder of your profile.
 +
 
 +
==== Diagnostics during runtime from the beginning====
 +
 
 +
If you encounter error that happen always before you get the chance to press Strl+Alt+d, you can activate diagnostics from the beginning:
 +
 
 +
#Run regibox manager from command-line and use -D parameter to enable diagnostics from the beginning.<br><pre>"C:\Program Files (x86)\regibox\regibox.exe" -D</pre>
 +
#Now, please '''try to replicate your problem'''.
 +
##Crash or visible problem: Please trigger the problem again.
 +
##General synchronization problem: Please wait for '''at least 60 seconds''' (doing nothing).
 +
##Special file synchronization problem: Please trigger the problem with this file again.
 +
#Stop diagnostic by '''pressing Ctrl+Alt+d''' (Mac '''Ctrl+Option+d''').
 +
#The program is asking you for a location to store the diagnostic information. We suggest to use the Desktop folder of your profile.
 +
 
 +
====Diagnostics during initial configuration====
 
If problems occur initially or during initial configuration, please run the regibox manager using this command-line option to trigger logging:
 
If problems occur initially or during initial configuration, please run the regibox manager using this command-line option to trigger logging:
−
  "C:\Program Files (x86)\regibox\regibox.exe" -v -l “c:\somePath\box.log”
+
  "C:\Program Files (x86)\regibox\regibox.exe" -v -l "%USERPROFILE%\box.log"
  
−
Please use a log path that you have write access to. Now please have a look into the file using your favorite text editor. Search for '''CRIT'''.
+
Now please have a look into the file using your favorite text editor (use file open with '''%USERPROFILE%\box.log''' to find it). Search for '''CRIT'''.
−
If you find a CRIT line, please check the 20 to 30 lines above for any possible errors in the lines with CURL:.  
+
If you find a CRIT line, please check the 20 to 30 lines above for any possible errors in the lines with CURL:.
 +
 
 +
'''IMPORTANT:''' Using -l will generate a logfile containing sensitive information like passwords or even regibox keys.
 +
 
 +
==== Take a look to the logfile====
 +
You can open the ZIP file directly and open the file regibox-log.txt. Please follow the instructions below to search for CRIT and cURL errors.
  
 
<u>Example CRIT line:</u>
 
<u>Example CRIT line:</u>
Line 16: Line 50:
 
In this case you can google for CURL Error 35 to find the reason. Also check the above lines. Also have a look for the resolved IP address or any proxy messages. You may ignore any "schannel: failed to receive handshake, need more data" messages as they are normal.
 
In this case you can google for CURL Error 35 to find the reason. Also check the above lines. Also have a look for the resolved IP address or any proxy messages. You may ignore any "schannel: failed to receive handshake, need more data" messages as they are normal.
  
−
====Debug during runtime====
+
=== regibox does not see and synchronize my files in the regiboxes ===
−
If you encounter any error that seems strange to you, please follow these steps in order to create debug information for regify support:
+
Maybe your regibox root folder is on a network drive? In network drives, Windows does not trigger the needed events for new and changed files. We encountered several cases where the "home" folder or the "documents" folder was redirected to a network share.
−
# '''Open regibox manager''' and prepare the situation you want to show us.
+
 
−
# '''Press CTRL+ALT+D''' in order to activate debug logging. Please confirm with YES.
+
In this case, please activate "network mode" in the regibox manager configuration.
−
# Now, please '''try to replicate your problem'''.
+
 
−
## Crash or visible problem: Please trigger the problem again.
+
=== I get error message telling me about corrupted file and it was "Local off" ===
−
## General synchronization problem: Please wait for '''at least 60 seconds''' (doing nothing).
+
This happens, if the file was not in the same state after downloaded to your device and then decrypted as it was on the origin machine during upload. While this is theoretically not possible, it might happen under the following circumstances:
−
## Special file synchronization problem: Please trigger the problem with this file again.
+
* Some Anti-Virus has touched the file during encryption or decryption. To prevent this, add %APPDATA%\regify\regibox\ to the list of excluded places in your Anti-Virus tool. Now try to use "Local copy on" for the affected files. If this does not help, try fixing AV on senders side! Then, sender may copy the files somewhere else, delete the files in the regibox folder, wait for sync and then re-upload the files.
−
# Stop debugging by '''pressing CTRL+ALT+D again'''.
+
* Either the local harddrive of the file creator or the recipient is defect and disk blocks are changing during red/write. Please check the SMART status of your local drives to ensure that no hardware defect is mangling your data!
−
# The program is asking you for a location to store the debug information. We suggest to use the Desktop folder of your profile.
 
  
−
You can open the ZIP file directly and open the file regibox-log.txt. Please follow the instructions mentioned above to search for CRIT and cURL errors.
+
=== I get a conflict warning, but the file seems fine in regibox manager? ===
 +
Maybe the conflict is in a deleted version of that file and was never resolved. Please open recovery and permanently delete the corresponding file from recovery to get rid of the conflict warning.
  
−
=== I do not see the regibox icon (Ubuntu and other Linux with Unity desktop) ===
+
=== I have a corrupted regibox. What does that mean? ===
−
This is due to a setting in unity to not show systray icons by default. Follow this guide to fix this:
+
We've had corrupted regiboxes in the past (because of interrupted networking, data truncating firewalls, dying harddrives, antivirus scanners etc). Over the years, we continuously enhanced the replication mechanism of regibox to avoid such to happen but we are also aware that such regiboxes still may exist (mostly older ones). Such regiboxes are having some serious issues in synchronization and caused several trouble and confusion in the past. They also might slow down your system in general.  
  
−
1) Run the following command in your console window to get the current settings:
+
We now established this error in the regibox 2.1 engine and above. It is to prevent people from further usage of such regiboxes.
  
−
gsettings get com.canonical.Unity.Panel systray-whitelist
+
'''To solve that issue''', first try to remove that regibox from local synchronization (manage regiboxes) and then, a minute later, try to re-synchronize this regibox to your local device. There is a 50/50 chance that the issue is solved now if the cause was only in the local database.
  
−
2) Now, add the program 'regibox' to the list. So if it was ['JavaEmbeddedFrame', 'Mumble', 'Wine', 'Skype'] before, make it look like this:
+
If the issue stays, the overall integrity of this regibox is damaged and it can no longer get used. You should create a replacing new regibox, copy the data to the new regibox and send the other participants a new invitation. This regibox can no longer be used. It is best to delete it after the new regibox has been created and the data has been copied. We are sorry for any inconvenience.
  
−
gsettings set com.canonical.Unity.Panel systray-whitelist "['JavaEmbeddedFrame', 'Mumble', 'Wine', 'Skype', 'regibox']"
+
=== My regibox manager is slow ===
 +
Speed mainly depends on the number of files per folder. Avoid putting more than 2000 files into one folder. In case you have the choice, make subfolders to keep the number of files in a single folder small. Also, processor single core speed and disk i/o are also important factors for regibox speed.
  
−
Alternatively, run this in your console window in order to show <u>all kind of systray icons</u>:
+
We recommend you to avoid more than 2000 files or folders in one folder and do not run a highly used regibox manager on virtual machines with slow disk i/o.
  
−
gsettings set com.canonical.Unity.Panel systray-whitelist "['all']"
+
If you plan to use regibox in high usage (eg many hundreds of regiboxes or many thousands of files), consider using [https://manuals.regify.com/docs/regiboxd/current/ regiboxd] on a server while sharing the root folder in the network.
  
−
== Setup ==
+
== Windows specific ==
 
===Setup starts while I'm simply trying to use regify or accept a regibox invitation===
 
===Setup starts while I'm simply trying to use regify or accept a regibox invitation===
 
At first, the mechanism of Microsoft Windows tries to re-run the setup (MSI, Installer) automatically, if files or registry keys (created by the setup) have changed or are missing. Thus, please check your AntiVirus logfiles if some components of regify have been classified as dangerous (false alert). If AV software, or other software setups, removed or downgraded components of regify, this may happen.  
 
At first, the mechanism of Microsoft Windows tries to re-run the setup (MSI, Installer) automatically, if files or registry keys (created by the setup) have changed or are missing. Thus, please check your AntiVirus logfiles if some components of regify have been classified as dangerous (false alert). If AV software, or other software setups, removed or downgraded components of regify, this may happen.  
Line 60: Line 95:
  
 
You also may try to [https://support.microsoft.com/en-us/kb/223300 activate MSI debugging] for further investigation.
 
You also may try to [https://support.microsoft.com/en-us/kb/223300 activate MSI debugging] for further investigation.
 +
 +
== Mac OS specific ==
 +
 +
=== My Mac tells me that regibox is outdated / not optimized for my Mac (32 bit application) ===
 +
regibox manager V1.5 and newer is 64 bit. Please use the most recent version of regibox software.
 +
 +
=== My Mac complains, this is from an unidentified developer and does not install it ===
 +
regibox manager V1.5 and newer is notarized, so this should not come up. Please use the most recent version of regibox software.
 +
 +
=== My Mac complains that regify client want's to make screenshots. Why? ===
 +
Please use the most recent version of regibox software.
 +
 +
===The regibox icon stays in dock===
 +
This is standard Mac behavior, showing you the last used applications in the dock. If you do not want that, open System Preferences, click on Dock, uncheck "Show recent applications in dock". This should probably solve your problem.
 +
 +
== Linux specific ==
 +
=== I do not see the regibox icon (Ubuntu and other Linux with Unity desktop) ===
 +
 +
'''NOTE:''' The below hint worked until Ubuntu 14.04. Seems this is no longer valid for Ubuntu 16.04 and newer. On Ubuntu 18.04 and newer, '''the regibox icon appears on the upper right near the Loadspeaker and Power buttons'''.
 +
 +
 +
 +
This is due to a setting in unity to not show systray icons by default. Follow this guide to fix this:
 +
 +
1) Run the following command in your console window to get the current settings:
 +
 +
gsettings get com.canonical.Unity.Panel systray-whitelist
 +
 +
2) Now, add the program 'regibox' to the list. So if it was ['JavaEmbeddedFrame', 'Mumble', 'Wine', 'Skype'] before, make it look like this:
 +
 +
gsettings set com.canonical.Unity.Panel systray-whitelist "['JavaEmbeddedFrame', 'Mumble', 'Wine', 'Skype', 'regibox']"
 +
 +
Alternatively, run this in your console window in order to show <u>all kind of systray icons</u>:
 +
 +
gsettings set com.canonical.Unity.Panel systray-whitelist "['all']"

Latest revision as of 11:22, 3 July 2024

General troubleshooting

You may also take a look at the regibox FAQ pages.

Activate debugging / diagnostics

If you plan to ask regify support, please make sure to send us complete support cases containing a valid diagnostics file and detailed error description including all warnings and error messages the user gets. We are also interested in any additional information that might affect the issue.
Please respect the rules from Report_Error page.

Diagnostics during runtime

If you encounter any error that seems strange to you, please follow these steps in order to create diagnostics information for regify support:

  1. Open regibox manager and prepare the situation you want to show us.
  2. Press Ctrl+Alt+d (Mac Ctrl+Option+d) in order to activate diagnostic logging. Please confirm with YES.
  3. Now, please try to replicate your problem.
    1. Crash or visible problem: Please trigger the problem again.
    2. General synchronization problem: Please wait for at least 60 seconds (doing nothing).
    3. Special file synchronization problem: Please trigger the problem with this file again.
  4. Stop diagnostic by pressing Ctrl+Alt+d again.
  5. The program is asking you for a location to store the diagnostic information. We suggest to use the Desktop folder of your profile.

Diagnostics during runtime from the beginning

If you encounter error that happen always before you get the chance to press Strl+Alt+d, you can activate diagnostics from the beginning:

  1. Run regibox manager from command-line and use -D parameter to enable diagnostics from the beginning.
    "C:\Program Files (x86)\regibox\regibox.exe" -D
  2. Now, please try to replicate your problem.
    1. Crash or visible problem: Please trigger the problem again.
    2. General synchronization problem: Please wait for at least 60 seconds (doing nothing).
    3. Special file synchronization problem: Please trigger the problem with this file again.
  3. Stop diagnostic by pressing Ctrl+Alt+d (Mac Ctrl+Option+d).
  4. The program is asking you for a location to store the diagnostic information. We suggest to use the Desktop folder of your profile.

Diagnostics during initial configuration

If problems occur initially or during initial configuration, please run the regibox manager using this command-line option to trigger logging: 

"C:\Program Files (x86)\regibox\regibox.exe" -v -l "%USERPROFILE%\box.log"

Now please have a look into the file using your favorite text editor (use file open with %USERPROFILE%\box.log to find it). Search for CRIT. If you find a CRIT line, please check the 20 to 30 lines above for any possible errors in the lines with CURL:.

IMPORTANT: Using -l will generate a logfile containing sensitive information like passwords or even regibox keys.

Take a look to the logfile

You can open the ZIP file directly and open the file regibox-log.txt. Please follow the instructions below to search for CRIT and cURL errors.

Example CRIT line: 

2016-05-12 06:58:49-1020 [6440]: CRIT: CURL_Post(curl_include.pbi:1932): Error performing POST. Curl ec:35

In this case you can google for CURL Error 35 to find the reason. Also check the above lines. Also have a look for the resolved IP address or any proxy messages. You may ignore any "schannel: failed to receive handshake, need more data" messages as they are normal.

regibox does not see and synchronize my files in the regiboxes

Maybe your regibox root folder is on a network drive? In network drives, Windows does not trigger the needed events for new and changed files. We encountered several cases where the "home" folder or the "documents" folder was redirected to a network share.

In this case, please activate "network mode" in the regibox manager configuration.

I get error message telling me about corrupted file and it was "Local off"

This happens, if the file was not in the same state after downloaded to your device and then decrypted as it was on the origin machine during upload. While this is theoretically not possible, it might happen under the following circumstances:

  • Some Anti-Virus has touched the file during encryption or decryption. To prevent this, add %APPDATA%\regify\regibox\ to the list of excluded places in your Anti-Virus tool. Now try to use "Local copy on" for the affected files. If this does not help, try fixing AV on senders side! Then, sender may copy the files somewhere else, delete the files in the regibox folder, wait for sync and then re-upload the files.
  • Either the local harddrive of the file creator or the recipient is defect and disk blocks are changing during red/write. Please check the SMART status of your local drives to ensure that no hardware defect is mangling your data!

I get a conflict warning, but the file seems fine in regibox manager?

Maybe the conflict is in a deleted version of that file and was never resolved. Please open recovery and permanently delete the corresponding file from recovery to get rid of the conflict warning.

I have a corrupted regibox. What does that mean?

We've had corrupted regiboxes in the past (because of interrupted networking, data truncating firewalls, dying harddrives, antivirus scanners etc). Over the years, we continuously enhanced the replication mechanism of regibox to avoid such to happen but we are also aware that such regiboxes still may exist (mostly older ones). Such regiboxes are having some serious issues in synchronization and caused several trouble and confusion in the past. They also might slow down your system in general.

We now established this error in the regibox 2.1 engine and above. It is to prevent people from further usage of such regiboxes.

To solve that issue, first try to remove that regibox from local synchronization (manage regiboxes) and then, a minute later, try to re-synchronize this regibox to your local device. There is a 50/50 chance that the issue is solved now if the cause was only in the local database.

If the issue stays, the overall integrity of this regibox is damaged and it can no longer get used. You should create a replacing new regibox, copy the data to the new regibox and send the other participants a new invitation. This regibox can no longer be used. It is best to delete it after the new regibox has been created and the data has been copied. We are sorry for any inconvenience.

My regibox manager is slow

Speed mainly depends on the number of files per folder. Avoid putting more than 2000 files into one folder. In case you have the choice, make subfolders to keep the number of files in a single folder small. Also, processor single core speed and disk i/o are also important factors for regibox speed.

We recommend you to avoid more than 2000 files or folders in one folder and do not run a highly used regibox manager on virtual machines with slow disk i/o.

If you plan to use regibox in high usage (eg many hundreds of regiboxes or many thousands of files), consider using regiboxd on a server while sharing the root folder in the network.

Windows specific

Setup starts while I'm simply trying to use regify or accept a regibox invitation

At first, the mechanism of Microsoft Windows tries to re-run the setup (MSI, Installer) automatically, if files or registry keys (created by the setup) have changed or are missing. Thus, please check your AntiVirus logfiles if some components of regify have been classified as dangerous (false alert). If AV software, or other software setups, removed or downgraded components of regify, this may happen.

In some case, a complete uninstall followed by a fresh install of the most recent setup fixed the issues. As this is a Windows issue and not directly related to regify, we sadly can not give you any further assistance on this.

If you're an IT professional and if you're able reproduce the problem, you may activate MSI debugging to identify the missing component.

I'm not able to uninstall because of a missing MSI file/dependency

Such problems happen if Windows is having a corrupted installer configuration, independently of regify. As this is a common problem on Windows, Microsoft offers a tool to solve such issues. Please try to solve the issue with this tool.

Microsoft Fix it tool

As this is a Windows issue and not directly related to regify, we sadly can not give further assistance. Google for "uninstall missing msi file" will give you a lot of possible solutions and tools to solve such issues, too.

You also may try to activate MSI debugging for further investigation.

Mac OS specific

My Mac tells me that regibox is outdated / not optimized for my Mac (32 bit application)

regibox manager V1.5 and newer is 64 bit. Please use the most recent version of regibox software.

My Mac complains, this is from an unidentified developer and does not install it

regibox manager V1.5 and newer is notarized, so this should not come up. Please use the most recent version of regibox software.

My Mac complains that regify client want's to make screenshots. Why?

Please use the most recent version of regibox software.

The regibox icon stays in dock

This is standard Mac behavior, showing you the last used applications in the dock. If you do not want that, open System Preferences, click on Dock, uncheck "Show recent applications in dock". This should probably solve your problem.

Linux specific

I do not see the regibox icon (Ubuntu and other Linux with Unity desktop)

NOTE: The below hint worked until Ubuntu 14.04. Seems this is no longer valid for Ubuntu 16.04 and newer. On Ubuntu 18.04 and newer, the regibox icon appears on the upper right near the Loadspeaker and Power buttons.


This is due to a setting in unity to not show systray icons by default. Follow this guide to fix this:

1) Run the following command in your console window to get the current settings: 

gsettings get com.canonical.Unity.Panel systray-whitelist

2) Now, add the program 'regibox' to the list. So if it was ['JavaEmbeddedFrame', 'Mumble', 'Wine', 'Skype'] before, make it look like this: 

gsettings set com.canonical.Unity.Panel systray-whitelist "['JavaEmbeddedFrame', 'Mumble', 'Wine', 'Skype', 'regibox']"

Alternatively, run this in your console window in order to show all kind of systray icons: 

gsettings set com.canonical.Unity.Panel systray-whitelist "['all']"
Retrieved from "https://wiki.regify.com/index.php?title=Troubleshoot_regibox&oldid=2483"