/srv/irclogs.ubuntu.com/2013/05/07/#ubuntuone.txt

=== wedgwood_away is now known as wedgwood
=== wedgwood is now known as wedgwood_away
JamesTaitGood morning all, happy Long Weekend Confusion Day! :-D08:45
kaziwebHi, I've lost all my data from my ubuntu one account. only folders are showing but no files. How can I recover all my data?11:31
kaziwebI'm running 13.0411:31
jgdxkaziweb: Hi, check out https://one.ubuntu.com/help/faq/how-can-i-recover-files-deleted-from-my-account/11:34
kaziwebjgdx, I've checked there is nothing in trash. All my files removed from web even.11:36
jgdxkaziweb: then you need to contact support: https://one.ubuntu.com/help/contact/11:36
kaziwebjgdx, thanks. I m contacting.11:37
Chipacavariona: nessita; nessita: variona15:22
varionahi15:22
Chipacavariona: welcome! and thank you for your patience15:22
varionamy middle name15:22
Chipacanessita: variona is the user I've been trying to help15:23
varionayeah that's me15:23
Chipacavariona: nessita is probably the best person to help you right now15:23
Chipacanessita: variona: as this comes via support, i'd like any conclusions writ up to feed back into the support system (an irc log would be ok, if you both agree to it)15:24
varionathat's ok15:24
nessitahello variona!15:24
varionahi15:24
nessitavariona, are you familiar with a terminal? that means, can I ask you to run download a script and run it for me?15:25
varionayes15:25
nessitavariona, great, so, in one terminal, I need you to run this command (it will not finish, since is a daemon):15:26
nessitakillall ubuntu-sso-login; U1_DEBUG=True python /usr/lib/ubuntu-sso-client/ubuntu-sso-login15:26
nessitavariona, once that running, please download this python script http://ubuntuone.com/3vkrOkNuC5qT7N3kwkpZM0 and store it in your home under the name "tool-credentials.py"15:27
nessita(you can choose any name you like)15:27
varionakillall produced no process found15:27
nessitavariona, is fine15:27
nessitayou got output after that, such as:2013-05-07 12:26:37,974:974.201917648 - ubuntu_sso.main - DEBUG - Starting up Ubuntu SSO service...15:28
varionathe second  command says Already started15:28
nessitahum? but we killed it! :-)15:28
nessitavariona, can you run the killall ubuntu-sso-login again, please?15:28
Chipacanessita: output of "ps -C python ww" might help here15:29
varionasame result15:29
varionaok ill try to kill those processes15:30
varionanone left15:30
varionademon running15:30
varionascript is downloaded15:31
nessitavariona, great, then in another terminal, please run the script as follows:15:32
nessitapython ~/tool-credentials.py15:32
nessita(assuming you store the script in your home)15:32
varionarunning15:32
nessitavariona, you should get a new window popping up, for login15:33
nessitavariona, there, please click on "i forgot my password"15:33
nessitaand try to do password recovery for your main email address15:33
varionashouldn't I first try to log in?15:33
nessitavariona, let's try first password reset, since we can ignore the email sent to your account15:34
nessitavariona, that means, we can request password reset and do not complete it15:34
nessitayes?15:34
varionaOk, same result: Your mail address is not recognized (free translation)15:35
variona(that was the reset)15:35
nessitavariona, yes. Can you please paste the output shown in the first terminal, where you started the daemon?15:36
variona2013-05-07 17:34:44,190:190.861940384 - ubuntu_sso.utils.webclient.qtnetwork - INFO - Proxy is disabled. 2013-05-07 17:34:44,504:504.185914993 - ubuntu_sso.utils.webclient.qtnetwork - DEBUG - _handle_finished error (6,SSL handshake failed). 2013-05-07 17:34:44,505:505.008935928 - ubuntu_sso.account - ERROR - request_password_reset_token failed with: Traceback (most recent call last):   File "/usr/lib/python2.7/dist-packages/ubunt15:36
varionaSSL?15:36
nessitavariona, can you please paste the whole output in http://pastebin.ubuntu.com/ ?15:36
nessitavariona, what you pasted before was cut off15:37
nessitapaste*15:37
varionaand then? do you have it already?15:38
nessitavariona, nopes, you could please give me the url that resulted from submitted the form?15:38
nessitavariona, it should be of the form "http://pastebin.ubuntu.com/123456"15:39
nessitavariona, or I can guess it, no worries15:39
nessitavariona, did you submit the form at http://pastebin.ubuntu.com/?15:39
varionayes15:39
nessitavariona, got it! (is http://pastebin.ubuntu.com/5641822/)15:40
nessitaChipaca, so, WebClientError: (u'SSL handshake failed', u'')15:40
Chipacau'' !15:41
nessitaChipaca, we need dobey and/or alecu's input for this15:41
Chipacavariona: do you have proxy settings?15:41
nessitavariona, are you behind a proxy, by any chance? (I guess no since you're migrating from Lucid)15:41
varionanot that I know of15:41
Chipacanessita: uninstall u1-proxy?15:41
nessitaChipaca, one crazy idea is that upgrade did not went well, and ssl certs were not "installed"15:41
Chipacanessita: i like your crazy ideas :)15:42
Chipacaalecu?15:42
nessitaChipaca, I don't think u1-proxy is installed...15:42
Chipacanessita: i think it is, otherwise you don't get the proxy is disabled log do you?15:42
varionabut as stated before I was guessing it might be ssl because the harddisks were in another machine during install?15:42
nessitaChipaca, I think that message may be misleading, looking at the source15:43
varionamigration went wrong - so this is a fresh install!15:43
nessitavariona, could  you please paste the output of running this command in a terminal?15:44
nessitals -l /etc/ssl/certs/UbuntuOne-*15:44
variona ls -l /etc/ssl/certs/UbuntuOne-* -rw-r--r-- 1 root root 1749 Jun 12  2012 /etc/ssl/certs/UbuntuOne-Go_Daddy_CA.pem -rw-r--r-- 1 root root 1449 Jun 12  2012 /etc/ssl/certs/UbuntuOne-Go_Daddy_Class_2_CA.pem15:45
nessitaChipaca, /etc/ssl/certs/UbuntuOne-ValiCert_Class_2_VA.pem is missing15:49
nessitavariona, thanks, we may have detect the issue15:49
nessitadobey, ping?15:49
varionaGreat15:49
Chipacanessita: dobey is on holiday15:49
nessitaah, oh, uh :-)15:49
Chipacanessita: dpkg -S, apt-get --reinstall15:49
Chipacapython-ubuntuone-storageprotocol15:50
nessitaChipaca, I'm trying to find out if this cert was given by nightlies or not15:50
nessita(ie if it should be present in a plain precise install)15:50
nessitaas you can guess I'm running nightlies15:50
varionaI'm booting the laptop15:52
Chipacanessita: http://packages.ubuntu.com/precise/all/python-ubuntuone-storageprotocol/filelist15:52
Chipacavariona: sudo apt-get install --reinstall python-ubuntuone-storageprotocol15:52
Chipacavariona: also: that's a weird state to be in. Your hardware ok?15:52
varionaI guess so15:53
varionasmartmon tools say disks are ok15:53
varionaon my laptop there are also only two certificates15:54
nessitaChipaca, so, the valicert is not listed there. In my system it was installed Aug 22  2012, so that's after 12.0415:55
Chipacavariona: ah! i missed that you have two15:55
Chipacayeah, precise has just the two15:55
Chipacavariona: sorry to frighten you!15:56
varionaNot frightened15:56
Chipacanessita: should we try adding the newer certs?15:56
Chipacanessita: if that fixes it, an SRU needs to happen15:56
varionaI did the reinstall15:56
nessitaChipaca, that smells too hacky, I wouldn't do it without talking with alecu or ralsina15:56
Chipacavariona: yeah, but it won't have fixed it (i missed that you did indeed have the second one)15:56
nessitaChipaca, I'm searching thru the bug report, this issue sounds familiarish15:57
nessitaChipaca, this is promising (but depends on nightlies) https://bugs.launchpad.net/ubuntuone-client/+bug/99732616:01
ubot5Launchpad bug 997326 in Ubuntu One Control Panel trunk "Users in Turkey can't connect due to invalid Valicert certificate" [High,Fix released]16:01
nessitaChipaca, this duplicate https://bugs.launchpad.net/ubuntuone-client/+bug/992708 fits the description of this case better16:04
ubot5Launchpad bug 997326 in Ubuntu One Control Panel trunk "duplicate for #992708 Users in Turkey can't connect due to invalid Valicert certificate" [High,Fix released]16:04
Chipacaso it's not just turkey16:04
varionaNo Austria as well ;)16:05
nessitaI'm not 100% sure, the reported in the dupe is "Utku Erdoğdu"16:05
Chipacanessita: i mean, variona is in at16:05
nessitaChipaca, right, I mean that the description is pretty similar, but not exactly the same (the reporter in the bug is using nightlies)16:06
nessitawe could upgrade to nightlies, and my bet issue will be fixed, but it will also mean issue is unsolved in precise16:06
Chipacanessita: is that a nightlies for 12.04, or the whole hawg?16:06
nessitaChipaca, afaik there is a single nightlies, that will work in every supported release (ie since precise)16:06
nessitaI can confirm latest nighlties works fine in precise, I'm running it16:07
Chipacanessita: note that that branch itself is unlikely to be the fix for this16:07
nessitaChipaca, amother small difference is that the report itself is specific to the cert that variona does not have16:08
varionaMy laptop is also on precise and U1 works fine there!16:08
nessitavariona, what does apt-cache policy ubuntuone-client says?16:08
nessita(in the laptop)16:08
nessitavariona, please ignore any password reset email you may have received, I made some tests using a newer api in the server side16:09
nessitavariona, but we have lready stablish this is a client issue16:09
nessitaalready*16:09
varionanessita in the laptop it says "can not be found"16:10
varionatypo16:11
Chipacaphew16:11
variona3.0.2-ubuntu1 016:12
varionasame as on the pc16:12
* nessita thinks what could be different16:13
Chipacavariona: is the output of "dpkg -l ubuntuone-client-proxy" the same in both?16:14
varionapc: ubuntuone-clie 3.0.2-0ubuntu1 Ubuntu One client Proxy support16:15
varionamissing on the laptop16:16
nessitaworth trying removing it16:16
varionayep16:16
nessitavariona, nees assistance to do so?16:16
nessitaneed*16:16
varionaplease16:17
nessitavariona, sudo apt-get purge ubuntuone-client-proxy16:17
varionadone16:18
nessitavariona, then, ensure no ubuntu-sso-client nor ubuntuone-* process is running16:18
nessitaand let's try to do the same test as before: run the daemon in one terminal with:16:18
nessitakillall ubuntu-sso-login; U1_DEBUG=True python /usr/lib/ubuntu-sso-client/ubuntu-sso-login16:19
nessitaand in another terminal, run the script you downloaded with:16:19
nessitapython ~/tool-credentials.py16:19
varionadone16:19
varionaWorks!16:20
nessitawow16:20
nessitaChipaca, you were right!16:20
Chipacanessita: only because I am awesome.16:20
varionaThank You - who thought proxy first?16:20
varionaAnd how did I install it16:21
ChipacaI don't know who first thought of proxies. We should send them an angry letter.16:21
variona;)16:21
nessitaChipaca, so, I gotta run to the university due to teaching duties, but I think is important that this "learning" get passed to support and client teams (perhaps they are aware already?)16:21
alecuChipaca, nessita: sorry, was otp16:22
Chipacanessita: will do16:22
Chipacavariona: thank you for everything!16:22
nessitaalecu, we had the funniest time ever!16:22
varionawait16:22
Chipacaalecu: awww you missed it16:22
nessitavariona, yes?16:22
varionaI try to ignore the mail16:22
varionawhich didn't yet come16:23
nessitaalecu, if you read backlog, you can catch up with the issue we're trying to debug with variona16:23
nessitavariona, so, can you re-paste (in pastebin.ubuntu.com) the new output of the daemon process?16:23
varionaat it16:25
=== wedgwood_away is now known as wedgwood
varionahttp://pastebin.ubuntu.com/5641970/16:26
nessitavariona, did you try the password reset in the last attempt?16:27
nessita(I don't see that in the paste)16:27
varionaCould it be that the demon died?16:28
nessitavariona, it shouldn't had die -- did you run it the second time as well? (it shutdowns itself after some time on no use)16:29
varionahttp://pastebin.ubuntu.com/5641980/16:29
varionaI did this one just now16:30
nessitaChipaca, alecu: I really gotta go to the uni, could you please follow up this issue? The WebClientError: (u'SSL handshake failed', u'') is still there16:30
nessitavariona, right, so issue is not solved16:30
Chipacaouch16:30
Chipacai've got to go too :-(16:30
varionasorry for the early cheers16:30
Chipaca(in fact, i've already gone)16:30
varionabye16:30
nessitaalecu, so, this user has a fresh precise install, and he can't do login nor password reset. He's getting SSL handshake failed16:30
Chipacavariona: i'll read what goes on when i return, and we'll catch up if it isn't resolved16:30
Chipacavariona: thank you16:30
varionathank you16:31
nessitaalecu, he does not have nightlies installed, he's running version of u1 client 3.0.2-ubuntu116:31
alecuvariona: just to check: have you done a system update so that every package is on the last version?16:33
varionajust ecking16:33
varionachecking that is - and updating16:34
varionaSurely coincidence - SSL16:34
varionaUp To Date :)16:35
nessitavariona, I gotta leave too, alecu will keeping assisting you16:35
varionabye16:35
varionaHello alecu16:35
alecuvariona: I don't understand the "Surely coincidence - SSL"...16:38
alecuvariona: also, was everything up to date, or did any package got updated?16:39
varionaSSL packages got updated16:39
alecuvariona: ah, nice. Would you mind killing the processes and starting again?16:40
varionawill do16:40
varionahttp://pastebin.ubuntu.com/5642023/16:41
varionaps ax shows amongst others:/usr/bin/python /usr/share/oneconf/oneconf-service16:43
varionaalecu?16:49
alecuvariona: sorry: I'm looking at the code, trying to figure out the problem.16:50
alecuvariona: I'm trying to reproduce it locally, on 12.10 because I don't have 12.04 installed, but it works just fine.16:53
alecuI'll download 12.04 and try it16:53
=== gatox is now known as gatox_lunch
varionaIt works on my laptop as well, do you think it could  be in connection with the fact that the installation has taken place on another computer?16:56
alecuvariona: sorry, what do you mean that the installation has taken place on another computer?17:11
alecuvariona: did you install the hard disk on another computer and then moved it to this?17:11
varionahardisk were in another computer, as I had to make sure the other issue with mdadm was not due to a hardware defect.17:12
varionaFirst Release upgrade went wrong - to many errors, then the md0 wouldn't assemble17:13
varionaSo I put the disks in a second machine tried fresh install and the RAID got literally destroyed - it seems as a bug that some reported concerning kernel 3.2.0.4017:14
alecuvariona: right17:15
varionaYou get the picture?17:15
alecuvariona: yes17:15
alecuvariona: I don't think installing in a different computer can lead to this SSL issue...17:16
varionaGood17:16
varionaThought I'd mention it because it is out of the ordinary17:17
alecuthe only thing that is weird is the missing SSL certificate17:17
varionaWhich one is missing?17:17
alecuaccording to nessita above, /etc/ssl/certs/UbuntuOne-ValiCert_Class_2_VA.pem is the one that's missing17:18
varionaThat's because he's on nightly17:18
alecuvariona: right17:18
variona18:48:34,450:450.740098953 - ubuntu_sso.account - DEBUG - login: email: dbus.String(u'varionar@gmx.at') password: <hidden>, token_name: u'Ubuntu One @ eduard'17:20
varionaI'm wondering if the token name might not be registered17:20
alecuvariona: so, I'm starting with a clean install of Precise, to see if I can reproduce the SSL issue17:21
alecuvariona: I need to run some errands while this installs. I'll get back in 30'17:35
varionaok17:35
alecuthanks17:35
=== wedgwood is now known as wedgwood_away
=== gatox_lunch is now known as gatox
varionaim here18:05
alecuhi18:20
varionahi18:21
nessitaalecu, right (about the perms stuff), the ValiCert is not in variona's computer, but is not in the default precise package either18:26
alecunessita: I'm installing a clean precise, to see if it still works.18:27
nessitaalecu, sounds good. Though variona has a laptop with a (clean?) install of precise and u1 is authing there, as per his information18:28
alecunessita: I've just tried recovering the password on a clean precise (no updates), and it worked just fine :-(18:30
alecuvariona: are you using precise 32 bits or 64 bits?18:31
alecuI've just tested 6418:31
variona3218:31
alecu:-/18:31
alecuvariona: on your laptop is the same?18:32
varionagot in on my lap what shall I enter18:33
nessitavariona, what does "uanme -a" shows in the laptop?18:33
variona3.2.0-41.generic i68618:34
nessitavariona, sorry, I mistype before, it was uname, I guess you corrected that?18:35
varionayes18:35
nessitaalecu, so, laptop is also 32 bits18:36
varionathe PC: 3.5.0-28-generic #48~precise1-Ubuntu SMP Wed Apr 24 21:43:05 UTC 2013 i686 athlon i386 GNU/Linux18:36
nessitaalecu, can this be an analog issue to the valicert issues for users using turkey locale?18:37
alecunessita: it could be.18:38
alecunessita: except that this is only happening on *one* (!) of the machines18:38
alecunessita: for the turkey locale, it was widespread18:38
nessitaalecu, what was the issue for the turkey locale?18:38
alecuvariona: are both machines set up for the same language?18:38
nessitawas it specific to the valicert cert?18:39
varionaYes both german18:39
alecunessita: the turkish language considers the "i" character with dot and without dot as different unicode codepoints18:39
nessitaalecu, ah, so not likely to be related to this18:39
alecunessita: and at some point of the ssl validation, there were some functions that converted from lowercase to uppercase (or backwards) taht did the wrong thing.18:40
alecunessita: right, it's not likely that this is the same issue.18:40
varionaCan it be that the server rejects this machine?18:40
alecuvariona: perhaps you can trying by booting the ubuntu live cd (or usb drive), and trying to log into u1 from there.18:41
varionaOther users on this machine have the problem also.18:42
alecu*can try18:42
alecuvariona: that will help us discard a hardware specific issue18:42
nessitavariona, shall we try one more thing, please?18:42
varionasure18:42
nessitavariona, in a terminal, would you run this command?18:43
nessitacurl -X POST -H "Content-Type: application/json" -d '{"email": "YOUREMAIL@gmx.at"}' https://login.ubuntu.com/api/v2/tokens/password18:43
nessitanote that your need to change "YOUREMAIL" accordingly18:43
varionacurl not installed18:44
nessitaah18:45
nessitavariona, any chance you can install the curl package? sudo apt-get install curl18:45
varionaalready done;)18:45
nessitanice!18:45
varionahttp://pastebin.ubuntu.com/5642365/18:46
varionalast pastebin is the result of curl -X POST -H "Content-Type: application/json" -d '{"email": "varionar@gmx.at"}' https://login.ubuntu.com/api/v2/tokens/password18:48
varionadebug info: http://pastebin.ubuntu.com/5642392/18:54
varionaanything new?19:01
alecuvariona: the error message from curl means that the issue with those certificates is system-wide, and not specific to ubuntu one.19:06
varionaok19:06
alecuvariona: my suggestion is to try to boot from usb or cd, and try that command or try to log into u119:06
varionaWhich action has to be taken19:06
alecuvariona: if it works from cd or usb, then my suggestion would be to reinstall19:07
varionaok19:07
alecumy guess is that some system file or library is missing19:08
alecunessita: do you agree regarding the curl result?19:09
dobeydo you have python-ubuntuone-storageprotocol 3.0.2-0ubuntu1 installed?19:09
varionacan not be found19:10
varionadobey:apt-cache policy pythonon-ubuntone-storageprotocol ->can not be found19:11
dobeyvariona: is that typo your own doing?19:11
varionasorry19:12
varionapython-ubuntone-storageprotocol kann nicht gefunden werden (can not be found)19:12
dobeythat also has a typo :)19:13
nessitaalecu, sorry, I'm a littke laggy19:13
varionapython-ubuntuone-storageprotocol:   Installiert: 3.0.2-0ubuntu119:13
varionainstalled19:14
dobeyhmm19:14
dobeyvariona: have you run "apt-get install --reinstall ca-certificates" ? if not, please try that19:14
varionadone19:15
varionaHas changed sth.19:16
dobeydoes u1 login work now?19:16
varionacarefully syaing yes19:17
varionaYES19:18
nessitaalecu, sounds coeerct (now that I read backlog)19:18
variona u1sdtool -s State: READY     connection: With User Not Network     description: ready to connect     is_connected: False     is_error: False     is_online: False     queues: IDLE19:18
varionaI#m kind of scared pressing the connect button19:19
dobeyyou should be able to connect now19:19
varionait says loading please wait19:20
alecudobey is the man19:22
varionaconnection: With User Not Network19:23
dobeyvariona: are you using something other than network manager to manage your network connection?19:24
varionaNetworkManager is on19:25
dobeynetworkmanager thinks you are not connected to a network (so ubuntuone thinks you there is no network connection to use)19:26
varionaSyncinc :-)19:27
varionasyncing, that is19:27
varionaThough still:With User Not Network19:28
varionaSyncing of files is being started (free translation)19:35
varionaThank You!  chipaca,nessita,alecu,dobey (in order of appearance)19:37
dobeyok. i'm back off to my vacation, having helped get it working :)19:37
varionaI'll keep you posted via the bug report - nice holidays!19:38
varionavariona over and out (for today)19:39

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