[Android] CC installed but will not start

teresaapp · 11-08-2016, 05:52 PM

I just bought CC on Amazon Appstore. It appeared to download and install fine (Android 6.01 phone), but it won't run. It tries to start, then throws up an "internal error" message. When I clear that message, there's a second message that flashes by too quickly to read, and then the app shuts down.

Any ideas?

chaley · 11-09-2016, 11:06 AM

The first thing I would try is uninstall and reinstall the app. Something is broken with CC talking to Android, and an installation problem seems the most likely.

On a Android 6 phone, the first thing that CC does is attempt to get permissions for accessing internal storage. If this fails for some reason then CC cannot start. You could check this by going to Android Settings / Apps / Calibre Companion / Permissions and making sure that the Storage access is allowed.

CC keeps a debug log, but as you cannot start the app you cannot use CC to send it to us. You can manually access the log by going to Android/data/com.multipie.calibreandroid/files/calibre.companion.debug.log.txt. Send it to me at cc_debug_logs [at] charles [dot] haleys [dot] org. If there isn't a debug log then CC isn't even getting as starting to run, in which case there isn't much we can do.

teresaapp · 11-09-2016, 03:25 PM

The permissions look OK--I've attached the log file here (will also email)

chaley · 11-10-2016, 01:49 AM

I looked at the debug log and there is nothing in it that indicates an error. The app starts, initializes, sits doing nothing for some 4 seconds, then exits.

In addition, I can't find the text "internal error" in CC.

Questions:
1) Did you try reinstalling the app?
2) Can you give me a screen capture of the "internal error" dialog?

jps1850 · 11-10-2016, 05:07 PM

I am also having the same problem with cc purchased through Amazon. Since my phone updated to android 6, I have been unable to use cc. I receive the internal error and then another error that disappears quickly. I have been able to make screen captures of both errors. I have uninstalled and reinstalled many times. I get the same results each time. The second error says that I do not own the app.

James

jps1850 · 11-10-2016, 05:12 PM

These are the screen captures. Hopefully I can get them to upload. I meant to have them with my prior message but they didn't go that time.

James

chaley · 11-10-2016, 07:16 PM

@jps1850: thanks. That tells me that Amazon's license check is failing. It isn't obvious how we can fix it.

Do either or both of you have the Google play store on your device. One thing I can look into is giving you a "promo code" for a GP copy of CC. Another thing I can check is making a new release for amazon to see if amazon has updated their license check.

jps1850 · 11-11-2016, 07:46 AM

Yes, I do have the Google play store on my phone and do use it.

James

chaley · 11-11-2016, 11:05 AM

Quote:

Originally Posted by jps1850

Yes, I do have the Google play store on my phone and do use it.

James

I sent you a google play CC promotion code by private message. If you need some instructions on what to do with it, see Redeem a gift card or promotional code.

chaley · 11-14-2016, 07:33 AM

@teresaapp: we haven't heard from you. Have you solved your problem? If not, do you want a promotion code for Google Play version?

jps1850 · 11-14-2016, 10:58 AM

I uninstalled the Amazon copy and got the Google Play copy installed. It looks like everything is fine. I will be working with it in a few days. Thank You.

James

11-08-2016, 05:52 PM	#1
teresaapp Junior Member Posts: 4 Karma: 10 Join Date: Feb 2015 Device: none	[Android] CC installed but will not start I just bought CC on Amazon Appstore. It appeared to download and install fine (Android 6.01 phone), but it won't run. It tries to start, then throws up an "internal error" message. When I clear that message, there's a second message that flashes by too quickly to read, and then the app shuts down. Any ideas?

11-10-2016, 05:12 PM	#6
jps1850 Junior Member Posts: 7 Karma: 10 Join Date: Nov 2016 Device: LG V40 Thin Q	These are the screen captures. Hopefully I can get them to upload. I meant to have them with my prior message but they didn't go that time. James Attached Thumbnails

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11-09-2016, 11:06 AM	#2
chaley Grand Sorcerer Posts: 11,734 Karma: 6690881 Join Date: Jan 2010 Location: Notts, England Device: Kobo Libra 2	The first thing I would try is uninstall and reinstall the app. Something is broken with CC talking to Android, and an installation problem seems the most likely. On a Android 6 phone, the first thing that CC does is attempt to get permissions for accessing internal storage. If this fails for some reason then CC cannot start. You could check this by going to Android Settings / Apps / Calibre Companion / Permissions and making sure that the Storage access is allowed. CC keeps a debug log, but as you cannot start the app you cannot use CC to send it to us. You can manually access the log by going to Android/data/com.multipie.calibreandroid/files/calibre.companion.debug.log.txt. Send it to me at cc_debug_logs [at] charles [dot] haleys [dot] org. If there isn't a debug log then CC isn't even getting as starting to run, in which case there isn't much we can do.

11-10-2016, 01:49 AM	#4
chaley Grand Sorcerer Posts: 11,734 Karma: 6690881 Join Date: Jan 2010 Location: Notts, England Device: Kobo Libra 2	I looked at the debug log and there is nothing in it that indicates an error. The app starts, initializes, sits doing nothing for some 4 seconds, then exits. In addition, I can't find the text "internal error" in CC. Questions: 1) Did you try reinstalling the app? 2) Can you give me a screen capture of the "internal error" dialog?

11-10-2016, 05:07 PM	#5
jps1850 Junior Member Posts: 7 Karma: 10 Join Date: Nov 2016 Device: LG V40 Thin Q	I am also having the same problem with cc purchased through Amazon. Since my phone updated to android 6, I have been unable to use cc. I receive the internal error and then another error that disappears quickly. I have been able to make screen captures of both errors. I have uninstalled and reinstalled many times. I get the same results each time. The second error says that I do not own the app. James

11-10-2016, 07:16 PM	#7
chaley Grand Sorcerer Posts: 11,734 Karma: 6690881 Join Date: Jan 2010 Location: Notts, England Device: Kobo Libra 2	@jps1850: thanks. That tells me that Amazon's license check is failing. It isn't obvious how we can fix it. Do either or both of you have the Google play store on your device. One thing I can look into is giving you a "promo code" for a GP copy of CC. Another thing I can check is making a new release for amazon to see if amazon has updated their license check.

11-11-2016, 07:46 AM	#8
jps1850 Junior Member Posts: 7 Karma: 10 Join Date: Nov 2016 Device: LG V40 Thin Q	Yes, I do have the Google play store on my phone and do use it. James

11-14-2016, 07:33 AM	#10
chaley Grand Sorcerer Posts: 11,734 Karma: 6690881 Join Date: Jan 2010 Location: Notts, England Device: Kobo Libra 2	@teresaapp: we haven't heard from you. Have you solved your problem? If not, do you want a promotion code for Google Play version?

11-14-2016, 10:58 AM	#11
jps1850 Junior Member Posts: 7 Karma: 10 Join Date: Nov 2016 Device: LG V40 Thin Q	I uninstalled the Amazon copy and got the Google Play copy installed. It looks like everything is fine. I will be working with it in a few days. Thank You. James