Reporting Problems (Read First)

General discussion about the media server. Feature requests. Hints, tips and tricks.
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Joined:Fri Jul 08, 2005 1:19 pm
AV Hardware:TwonkyMedia AV UPnP Mediaserver (Marvell Kirkwood ARM Sheevaplug with Debian Squeeze).
2x Noxon V2 audio client
1x PS3 Slim 500GB Audio/Video UPnP client.
1x Sony VGF-CP1 Wireless Photoframe.
Reporting Problems (Read First)

Post by mgillespie » Sun Aug 26, 2007 10:31 am

Before reporting problems, always try a Rebuild Database. (in the Maintenance page in the web interface)
You should also check your client(s) are detected correctly. (in the Media Receivers page in the web interface)

If these do not address your problem, please post your questions here. If you want helpful and prompt responses, always provide the following information in your post.
  • TwonkyMedia version
    Server hardware
    Operating System
    If you are running as a system service (Windows only)
    Client(s) and their software version
    Type(s) of media you are having problems with
    How many files you have in your database
    Network type (Wired/Wireless)
    Other items on your network (Router make/model for example)
The more information you provide, the more likely a resolution to your problem will be found quickly. If you don't provide this, don't expect to get a answer, as the crystal ball is currently out of action :D

In addition to the above information, the following optional information may also assist.

TwonkyMedia log file.
You will need to switch on logging options in the TwonkyMedia troubleshooting page, and restart the server. For details on how to switch on logging, see this post:

Extended media information.
You can use an utility called GSpot to obtain codec an extended media information from any audio or video file. It will analyze any file, and you can export all the information about it. Gspot if freeware and available from here:
Last edited by mgillespie on Sat Apr 10, 2010 1:21 pm, edited 4 times in total.
Reason: Announce, as 99% of problem reports still don't provide enough information, and the crystal ball is currently out of action.


Re: Reporting Problems (Read First)

Post by Twonky-Rene » Wed Mar 18, 2015 3:49 am

Getting detailed debug information in Twonky Server (8.1 and later):

We have updated our logging capabilities. Please follow the steps below to generate meaningful logfiles for either Twonky Support Team or fellow community Twonky users to help you.

Here are the successive steps to configure the logging module of the TwonkyServer 8.0.3 (or higher version). It generates a full and valuable log file that should come with any bug report.
  1. Enable logging for most of the modules
  2. Set the log level
  3. Disable the log truncate and logrotation mechanism
    This option will only be available in Twonky Server 8.0.1/8.1 and later.
  4. Clear the log file
  5. (This step is only necessary in Twonky Server 8.0.3 or below)
    Stop the server
  6. (This step is only necessary in Twonky Server 8.0.3 or below)
    Modify the TwonkyServer’s command line to use the “-debug” suffix in the log filename, e.g.

    Code: Select all

    echo -n "Starting $TWONKYSRV ... "
    "$TWONKYSRV" –logfile /tmp/TwonkyServer-debug.txt
  7. (This step is only necessary in Twonky Server 8.0.3 or below)
    Start the server
  8. Reproduce the problem
  9. Retrieve the log file
  10. Reset the default values for the logging parameters
    (The next step is only necessary in Twonky Server 8.0.3 or below)
    Remove the debug log output from the command line, e.g. revert to

    Code: Select all

    echo -n "Starting $TWONKYSRV ... "
    … and restart the server
Here are the different steps detailed:
  1. We enable here the log output for all the modules, except the SSDP messages, that are very noisy in the log output.
    This is a good practice to provide first quite a verbose log output – a more precise value can be used here after the first investigations.
    Here is a detailed list of modules that can be enabled:
    1 System
    2 SSDP Announcements
    4 DB access
    8 HTTP
    16 Client DB
    32 Eventing
    64 XML
    128 Plugin
    256 Filescanner
    512 Removable media
    1024 Statistics
    2048 CGI
    4096 DTCP-IP/WM DRM
    8192 Tuner
    16384 Proxy
  2. The log level is set to the minimum to allow all the log messages to be actually written to the log file.
    The available log levels are:
    0 Debug
    1 Trace
    2 Info
    3 Warning
    4 Error
    5 Critical
  3. With the log truncate and rotation mechanism enabled, the TwonkyServer writes to the log file until its size reaches one Mbyte. The current file is then renamed using a timestamp as suffix, and a new log file is started. The log file is deleted after 5 rotations.
    It is necessary to disable this feature as we need to retrieve a complete log.
    Please note that the log will now grow endlessly, a good practice is to reactivate the logrotation feature immediately after the log file has been retrieved (step 8).
  4. Clearing the log file allows to get rid of the previous manipulations and reduce the size of the log.
  5. Restarting the TwokyServer writes a clean log file from start.
  6. Please report here the steps to reproduce the problem, the observed and expected result.
  7. The retrieved log file is ready be provided to the technical support. It now includes all the information required for an efficient technical analysis: the INI parameters, version, platform, features, received commands, communication with client devices, and the warning and error messages.
  8. Restore the normal logging configuration before the debug log file fills all the available storage area.
Edit: Updated Version numbers to reflect latest releases.


How to retrieve the log file

Post by Twonky-Rene » Wed Jul 29, 2015 3:20 pm

You can always retrieve the current log file from a running server through the following URL:
(as usual, please replace '' with the IP address of the device on which Twonky Server runs)

On Windows 7, 8 or 10, the log file is located either
  • at: C:\ProgramData\TwonkyServer\TwonkyServer-log.txt
  • or: C:\Users\<USERNAME>\AppData\Roaming\TwonkyServerTwonkyServer-log.txt
On MAC OS, the log file is located at: /private/tmp/twonkyserver-log.txt


Generate Log file on Windows from command line

Post by Twonky-Rene » Fri Oct 02, 2015 10:02 am

This is a small guidance for Windows user to create meaningful log files that will help our support team to identify your problem, when the server does not even start properly. The problem is, when the server does not start, there is no Web UI and you can't modify the server settings or retrieve the file through Twonky Server's web configuration pages. Under these circumstances, we kindly ask you to use the procedure described below to generate a log file and send this to the support team:

Open a Windows command prompt (Start -.> Command Prompt or Start -> Accessories -> Command Prompt, depends on Windows installation).
In this window “copy and paste" the following line (including the double quotation marks and all in one line). The actual path to your .EXE file of Twonky Server may differ, depending on installation.

Code: Select all

"C:\Program Files (x86)\Twonky\TwonkyServer\TwonkyServer.exe" -v 65533 -vlevel 0 -disablelogrotate 1 -disable_dmr_plugins 3 -logfile C:\ProgramData\TwonkyServer\TwonkyServer-full.txt
(A short message tells that the server has started, but the Windows prompt does not return, see below)

Then the following URL should be opened in a browser:

If there are any problems make a screenshot (PRINT button, then open an image editor and "paste" the screenshot).
Clicks in this page at "Advanced" and then "Restart server". Thereby, the server call terminated in the Windows Command Prompt after a few seconds.

Now send us the following file:

Thank you very much - already in advance - for your help!

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Generate Log file on a Mac

Post by Twonky_Marco » Thu Oct 15, 2015 4:35 pm

To enable logging on your Mac follow these steps:
  1. Enable logging for most of the modules
  2. Set the log level
  3. Disable the log truncate and logrotation mechanism
To get the log file open Finder. Go to your home folder and right click on Twonky Library.twonky. Select Show Package Contents. In the folder twonkyserver you find the needed log file called twonkyserver-log.txt.

For older versions, the log file is located at: /private/tmp/twonkyserver-log.txt. To get there open the Finder and use Go/Go to Folder... Then enter the path /private/tmp and click Go.

To revert the logging settings to the default values execute the following commands: