Box hangs when navigating into my movie library

Ami Ben-David [Boxee] added a comment - 09/Jan/12 3:37 AM Effrin, do you experience this issue when scrolling through your local movie library? does boxee restart when it crash or freeze? are you using NFO or ZIP/RAR files in your library? Please attach a Debug log to this issue. Settings > System > Debug > Debug Level = Debug ReStart Boxee, and after experiencing the problem, close Boxee and attach your log file to the bug. DEBUG log slows down the performance. so afterward, switch the log level back to NONE Boxee Box log may be found at * http://boxeebox:8080/ under 'Boxee Logs', click on the "Get latest " link. (*boxeebox =ip address of the box) more information at http://support.boxee.tv/entries/329278-i-ve-been-asked-by-boxee-support-to-send-debug-logs-how-do-i-do-that

Effrin Herrera added a comment - 09/Jan/12 4:59 PM Hi, this crash happens with my local movie files. Each of my files have NFO information that was added using Ember Media Manager. Boxee does not restart by itself - I have to manually restart it or unplug & replug it in. I will try to add the information you are requesting. Also, I notice the movie summary is cut off after 4 lines. Can this be increased in the next update please? As well, the movie posters are so small now that you can't see them clearly! Please make the posters large. Thank you! :)

Ami Ben-David [Boxee] added a comment - 10/Jan/12 3:05 AM Effrin, what you describe is a hang and not a crash, please attach the DEBUG log to this ticket, we need more information to investigate. thanks

Effrin Herrera added a comment - 10/Jan/12 5:26 AM Ok, I will try to do what you ask tomorrow. Hang/crash/lock-up... whatever it is called, please just fix it. Thanks!

Ami Ben-David [Boxee] added a comment - 10/Jan/12 8:02 AM we will to look into this issue, please provide us with the DEBUG log, also, do you experience this issue when not using NFOs with your video files?

Effrin Herrera added a comment - 11/Jan/12 2:33 AM - edited I have been trying to get Boxee to scan my local files, but it is taking forever. It keeps saying "no local media yet" no matter what I do. It has finally started to scan my movies, but I still get that message. I will try to send you the debug log after all this is over with, whenever that is. I have NFO for all of my video files, so I can't say if the issue is only with NFO files or other files as well. So can you increase the size of the posters so we can see them clearly in the next update? They're really too small with 12 posters being shown at a time. Or maybe once you click on one of the 12 posters, when it takes you to the next screen where the movie synopsis is (again, 4 lines is not enough information), can we have a large poster at that screen at least?

Ami Ben-David [Boxee] added a comment - 11/Jan/12 3:03 AM Effrin, regarding the thumbnails size, please go to this ticket, comment and vote on it. BOXEE-11921 thanks

Effrin Herrera added a comment - 12/Jan/12 3:51 AM - edited I don't know what is going on as this has never happened previously, but I can't get the box to scan my movies. It detects my drives, but it won't scan the movies. I even left it overnight, but nothing. I've asked it to rescan over and over, disconnected and reconnected my drives, shut down and restarted the box, everything I can think of an still nothing happens and I keep getting the "no local media yet" pop-up. At least yesterday I could see it scanning through one of my drives when I left it overnight, but come the morning and nothing had actually been scanned. Any ideas as to what's going on?? What do I do from here?

Ami Ben-David [Boxee] added a comment - 12/Jan/12 4:02 AM try to reset your media information (Settings>System>Advanced>Clear media information from the library) and leave boxeebox to scan your media. please keep us updated. thanks

Effrin Herrera added a comment - 12/Jan/12 4:17 AM - edited Ok, I think I might have figured out how to get the box to scan my movies - I had to into "my sources" and delete all drives and then I re-added them and only then would the box start scanning. I actually tried to reset my media information first as you suggested, but that in fact seemed to lead to the problem (i.e. I did that before I set the box to debug mode and then the box stopped scanning the drives for some reason). So now it's scanning my first drive, I will let you know in the morning if I am still having the box hang - if it does, I will try to create a debug log as you have requested. Thanks for the help!

Ami Ben-David [Boxee] added a comment - 12/Jan/12 4:25 AM after scan and identification process is over, switch the log level to DEBUG and try navigating into your media library. thanks

Effrin Herrera added a comment - 12/Jan/12 4:04 PM Ok, I will do that. Just to let you know, I left the box running overnight to scan my movies, and even after 9 hours, it had not even completed scanning/identifying the movies in one of the four drives. Looks like this is going to take a long time. Thanks!

Effrin Herrera added a comment - 13/Jan/12 3:27 AM As requested, I have attached some debug logs that I generated. I hope they help. Please let me know if there's anything else I can do and please let me know of your progress!

Ami Ben-David [Boxee] added a comment - 15/Jan/12 5:53 AM Effrin, sorry about this again, but the debug logs you attached does not contain anything useful, please try following these steps to provide us with the correct details (please make sure you collect the logs after experiencing this issue.) navigate to Settings > System > Advanced > Debug Level = Debug ReStart Boxee, and AFTER experiencing the problem, navigate to http://boxeebox:8080/ and click on "Get Latest" select the new log from the list and attach it here. note: DEBUG log slows down the performance. so afterward, switch the log level back to NONE

Effrin Herrera added a comment - 15/Jan/12 3:12 PM - edited Ok, I will try again. Just so you know, I followed your directions/the directions on the link you send me EXACTLY. The first file (the 13 KB one) was generated after one hang. Then I restarted the box and when it hung again for the second time, the other 3 files were generated. I am not sure if it will be any different if I try a third time, but I'll send you what I get. I might not be able to do this for a few days as I am busy with other things, but I will send it as soon as I can. Thanks

Effrin Herrera added a comment - 21/Jan/12 11:30 PM - edited Hi, here are the files that were generated after the box hung again. This was done after I installed the latest beta firmware 1.5.0.23615(20th January). I did it three times in a row and followed your instructions EXACTLY (started box, set it to debug mode, turned off and restarted box, made the box hang, restarted box, got the latest boxee logs from the boxee support tool page). I hope this helps! Please keep me posted - thanks! P.S. I do not know if this is related or not, but it seems like the same issue that I am having but with music album artwork: http://jira.boxee.tv/browse/BOXEE-12390 . Maybe the debug logs in that ticket could be of some use?? Edit: I see that you are involved with that ticket as well! :)

Ami Ben-David [Boxee] added a comment - 24/Jan/12 8:12 AM Effrin, i would like you to try and disconnect all your USB devices from boxee as a first step, reboot the box and try accessing your media library, after doing so also try to remove all your 3rd party repositories (back them up before removing, so you can add them back once you finish) reboot the boxee box and try accessing to your media library again, please keep us updated if any of these steps helped.

Effrin Herrera added a comment - 25/Jan/12 2:08 AM Hi, I have tried on multiple occasions in the past to disconnect the drives and reboot the box and then tried to access my media library - this did not help. I have not yet tried to remove the 3rd party repositories - I will try that next in the next couple of days. I will keep you posted! Thanks!

Effrin Herrera added a comment - 28/Jan/12 11:35 PM Hi, so I checked and I don't have any 3rd party repositories. I guess they all got erased when I reset my media information when you suggested I do that earlier?? In any case, there are no 3rd party repositories, but I still have the hang issue. Anything else I should try? Thanks

Ami Ben-David [Boxee] added a comment - 29/Jan/12 3:18 AM 3rd party repositories are saved on the server side and not on the client, in your log file there are couple of repositories which are retrieved from the server. (Apps>Repositories)

Effrin Herrera added a comment - 30/Jan/12 12:24 AM - edited Hi, after I got your message, I checked again. Now there are repositories there! They were 100% definitely NOT there before, so I don't know how they showed up now (when I checked yesterday prior to writing my post, I was getting a message pop up when I clicked on Repositories that said something to the effect that I had no repositories and asking if I wanted to add any). Anyway, there are 7 of them, but I don't know how to erase them. There's a (+) and a (-) option in the top right corner of the screen, but the (-) doesn't do anything. How do I erase the repositories? Prior to erasing them, how do I back them up? Also, did my logs provide any other useful information? Are you making any progress on figuring out what the issue may be? Thanks!

Ami Ben-David [Boxee] added a comment - 30/Jan/12 4:15 AM there is no information in the log files which is helpful right now, so currently we will try to eliminate the possible issues that can cause boxee hangs, the fact that the repositories did not appeared before can be caused by connection problems or might be that one or more of the repositories are not active anymore, this may delay their appearance on the screen. repositories can be removed by selecting the "-" icon and than selecting the repository you would like to remove, and apply removal. thanks for the update!

Effrin Herrera added a comment - 02/Feb/12 2:04 AM - edited Hi, when I click on the "-" icon, it does not do anything. I hear a sound, but nothing happens (the "+" does work properly though). If I go down to a repository, nothing happens. Not sure what to do. Any suggestions? That is not good news about the lack of information in the log files. It seems that the box cannot generate any useful files for my issue as I have tried on multiple occasions and the files generated always seem to give only a small amount of data (13-50 kb). Any useful information in the logs from these tickets: http://jira.boxee.tv/browse/BOXEE-12390 http://jira.boxee.tv/browse/BOXEE-8055 They both seem like the same problem that I am having. Another thing that may or may not be related: despite having scanned all my movies, the box still says "Identifying" for some of my drives. It's been like that for weeks. Even when I go back and re-attach my drives at a later time, it will not identify them. Thanks and please do not give up on this issue!

Ami Ben-David [Boxee] added a comment - 02/Feb/12 3:33 AM Thanks for the update, regarding the last issue you mentioned, it's a known issue: BOXEE-7675 will continue to investigate and reproduce this issue.

Effrin Herrera added a comment - 04/Feb/12 11:43 PM - edited Hi, thanks for not giving up on this issue and continuing to investigate it - much appreciated! To update you: I was able to get the box to erase all my repository files. It was not able to before, but this time it did (not sure why it could not do it previously as I did not do anything different as far as I can tell). Next, I cleared my cookies, cache, Adobe Flash shared objects, local storage, media information from the library, and old thumbnails. Then I restored the box to default settings. Finally, I restored the box to factory settings. Basically, I tried to take the box back to it's original state. Once I confirmed I was back to 0.9 firmware, I updated the firmware to 1.5.0.23643 (1st February). I then re-added my file sources and let the box scan and Identify my files. This time, I did notice the scanning was significantly faster than before. I still had the issue with some sources being stuck on "identifying", but re-starting the box seemed to fix that for all except one source, which still says "identifying". As I added each source, I would check to see if I could scroll through the movie posters without having the box hang. With only one source/hard drive, it had no issues. With 2 sources, it was a little slower, but no major issues. But as I kept adding sources, it started to slow down more and more and eventually the hang issue occurred again. I have attached the most recently generated log files so hopefully it helps you out??? Thanks again! P.S. I also noticed that this time the box has identified more movies than before. Not sure why that is, but it is a good thing (although it should always identify all the movies and not miss out any).

Effrin Herrera added a comment - 12/Feb/12 3:30 AM - edited Hi, any updates/progress on this issue? Were the new, bigger logs that I attached a week ago (Feb 4th) of any benefit? Thanks

Effrin Herrera added a comment - 26/Feb/12 12:11 AM Hi, I have not had any updates on this issue over the past 3 weeks. Has there been any progress in determining a cause? I posted larger files - did they provide any further clues as to what the problem is? Thanks

Effrin Herrera added a comment - 25/Mar/12 4:43 AM - edited Is anyone looking into this at all? It has been nearly 3 months now and no response or activity of any kind? Just wondering what the latest is as it is still an issue. I posted newer, larger debug logs - did they help? Anything else that I can do? Thanks

Ami Ben-David [Boxee] added a comment - 25/Mar/12 4:45 AM Thanks for your help and information, we will look into this issue as soon as possible. once we have progress or need more details we will keep you update.

Effrin Herrera added a comment - 20/Oct/12 12:31 AM Hello, I read the news that there will be only one more major software update and some maintenance updates for the Boxee Box. Could you PLEASE make this issue part of the major update??? Since it's assigned a Priority level of P2, I'm hoping desperately that you'll address this in the next update as it still crashes my Boxee. On a side note, hope things work out for Boxee employees with all the changes that are coming. Thanks!

Effrin Herrera added a comment - 05/Jan/13 8:29 PM it's now 2013 - any chance this will get fixed?