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Old 01-25-2013, 09:32 AM   #10
chaley
"chaley", not "charley"
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Posts: 5,459
Karma: 831552
Join Date: Jan 2010
Location: France
Device: Many android devices
How do I get help?

There are several ways to get help. You use any of the methods described immediately below, or you can use the "Email developer" link on Google Play. Calibre Companion has a "Help" screen with a button to send email to us from your device.

Reporting problems or asking for help in reviews on Google Play is the most difficult for us. Our first problem is contacting you for more info; it isn't easy to find an email address for a reviewer, and might be impossible. The second problem is that other people who might have solved to problem cannot answer 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 support from us, there are better ways to go about contacting us than a review.

It could be that we will need a calibre debug log to solve the problem. You can get a 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 image for larger version

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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 to calibre. Get to where you are having the problem, then close calibre. You will see a debug log in a new window, probably in a text editor. An example is
Spoiler:
SMART_DEV ( 0.00: 0.002) startup_on_demand try port 18700
SMART_DEV ( 0.89: 0.803) startup_on_demand listening on port 18700
Started up in 37.73 seconds with 66 books
SMART_DEV ( 95.11: 12.261) reset
SMART_DEV ( 95.12: 0.000) set_progress_reporter
SMART_DEV ( 95.14: 0.000) open
SMART_DEV ( 95.17: 0.016) _call_client GET_INITIALIZATION_INFO
SMART_DEV ( 95.90: 0.718) open selected formats [u'epub', u'mobi']
SMART_DEV ( 95.92: 0.000) card_prefix
SMART_DEV ( 96.17: 0.218) set_progress_reporter
Job: 1 Get device information started
SMART_DEV ( 96.20: 0.000) get_device_information
SMART_DEV ( 96.25: 0.016) _call_client GET_DEVICE_INFORMATION
SMART_DEV ( 96.56: 0.281) _call_client SET_CALIBRE_DEVICE_INFO
SMART_DEV ( 96.82: 0.249) card_prefix
SMART_DEV ( 96.84: 0.000) free_space
SMART_DEV ( 96.85: 0.000) _call_client FREE_SPACE
DeviceJob: 1 Get device information done, calling callback
DeviceJob: 1 Get device information callback returned
SMART_DEV ( 97.18: 0.312) set_progress_reporter
Job: 2 Get list of books on device started
SMART_DEV ( 97.20: 0.000) books None
SMART_DEV ( 97.21: 0.000) _call_client GET_BOOK_COUNT
Job: 1 Get device information finished
No details available.
SMART_DEV ( 104.11: 6.879) books carda
SMART_DEV ( 104.14: 0.000) books cardb
DeviceJob: 2 Get list of books on device done, calling callback
SMART_DEV ( 107.98: 3.822) set_plugboards
READING LIST: Metadata available: {u'main': {u'device_store_uuid': u'efc3cde6-794f-4d23-bf8d-c7f95613e2b3', u'prefix': u'', u'device_name': u'SmartDevice', u'calibre_version': u'0.8.64', u'location_code': u'main', u'last_library_uuid': u'62e15c2b-a8ca-40fd-a784-05773082742a', u'date_last_connected': u'2012-08-12T12:17:32.261000+00:00'}}
READING LIST: Sync Now - force_sync= False
DeviceJob: 2 Get list of books on device callback returned
Job: 2 Get list of books on device finished
No details available.
SMART_DEV ( 108.18: 0.187) set_progress_reporter
Job: 3 Send metadata to device started

Copy all the text in that window and send it to us.

When you send a calibre debug log you should also send one from CC. To send a CC debug log, go to CC's settings, scroll all the way to the end, and 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.

Last edited by chaley; 03-25-2014 at 06:40 AM.
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