How do I get help?


The best way to ask us for help is to post a message on our support forum. That way we and other experienced users can carry on a discussion with you to try to work out what problem you might be having and how to solve it.

Please don't use the review system on Google Play, Amazon, or Apple to ask for help. Reporting problems or asking for help in reviews is the most difficult for us. Our first problem is contacting you for more info; we don't know your email address. The second problem is that other people who might have solved the problem cannot answer you at all. The third problem is that we can't be sure that you even want a response and that you might consider us contacting you an invasion of privacy. We are not suggesting that people should not leave reviews, good, bad, or indifferent. Instead, we are suggesting that if you want help from us, posting a review is not the way to go about getting it.

DEBUG LOGS

CC and calibre can both produce a "debug log"; a trace of program internal information that tells us what the program was doing and whether something went wrong. These logs can be crucial to working out why you are having the problem and how to fix it. Usually a CC debug log will suffice, but in some cases we will also need a calibre debug log.

CC debug log: To send a CC debug log, go to CC's settings, scroll all the way to the end, [on Android] tap "Other" and scroll to the end again, then choose "Send a debug log to MultiPie". When given a choice of which app to use to send the log, pick your email client. You should see a message open addressed to us, with the debug log as an attachment. Please write a short note telling us what the problem is and, if you have made a post on the forum, what MobileRead user name you are using. If we are already having a conversation with you then we might ask you to remove one or the other of the standard "To:" addresses you see in that dialog.

An exerpt of a CC debug log in in one of the attachments

Calibre debug log: It could be that we will need a calibre debug log to help analyze the problem. You get a calibre debug log by running calibre in debug mode. Start calibre, then click the small down arrow next to preferences as shown in this screenshot.

Click on "Start calibre in debug mode". Let calibre restart and answer OK to the dialog that confirms that calibre is in debug mode. Attempt to connect CC to calibre. Get to where you are having the problem, then close calibre. The debug log will open in a new window, probably in a text editor. An example of a calibre debug log is in one of the attachments. Save all the text in that window to a text file and either:

  • attach it to the thread where we are having the discussion. You attach files to posts by clicking the "Go Advanced" button, scrolling to the "Additional Options" section, then clicking on the "Manage Attachments" button. The window that opens allows you to upload the file as an attachment.
  • paste it into the post. Please "Go Advanced" and use "Spoiler" feature (the eye with a red X through it) so the post isn't enormously long. Click on the spoiler button then paste the text between [SPOILER] and [/SPOILER]

There might be information about your library in the calibre debug log that you do not want public, for examplebook titles and series names. If this is the case please ask us for an email address where you can send the log.

Attached files: cc_debug_log.txt, calibre_debug_log.txt

Author:
Charles Haley
Revision:
1.0
Average rating:0 (0 Votes)

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