Removing an image from library => Unexpected Error, please contact support

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13

I can manually delete it.
Yep, I think that the db issue affects also tidy library function.
There’s a way to fix the stuck file ?

14

I have already asked Dan to take a look with you. When he has time, he will respond. If you require support with a particular SLA, then there are commercial options available.

15

Ok, I have no SLA so I can wait… anyway can you link me the commercial options ?

16

Can you please repeat the issue by running through the Report Fault Wizard (you could truncate your logs first to clean them out).

This will give us some extra auditing information to try and narrow down the issue.

17

http://springsignage.com/support/

18

I’ve logged an issue for the Library Tidy here:

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19

I have the troubleshoot.zip, how can I share it to you ?

20

You’ll need to upload it (Dropbox, Google Drive etc) and then share the link to it in a PM.

21

Ok, I will do it from home, at work I have all cloud solutions firewalled >_>

23

I deleted your reply as the troubleshoot can contain sensitive information. It would have been best to send the link via PM per my suggestion :slight_smile:

I’ll pass it on and we’ll have a look for you.

24

This is the relevant error message:

SQLSTATE[21000]: Cardinality violation: 1242 Subquery returns more than 1 row#0 /var/www/cms/lib/Storage/PdoStorageService.php(225): PDOStatement->execute(Array)
#1 /var/www/cms/lib/Factory/MediaFactory.php(630): Xibo\Storage\PdoStorageService->select('?            SE...', Array)
#2 /var/www/cms/lib/Factory/MediaFactory.php(290): Xibo\Factory\MediaFactory->query(NULL, Array)
#3 /var/www/cms/lib/Entity/Media.php(571): Xibo\Factory\MediaFactory->getParentById(92)
#4 /var/www/cms/lib/Controller/Library.php(520): Xibo\Entity\Media->delete()
#5 [internal function]: Xibo\Controller\Library->delete('92')
#6 /var/www/cms/vendor/akrabat/rka-slim-controller/RKA/Slim.php(79): call_user_func_array(Array, Array)
#7 [internal function]: RKA\Slim->RKA\{closure}('92')
#8 /var/www/cms/vendor/slim/slim/Slim/Route.php(468): call_user_func_array(Object(Closure), Array)
#9 /var/www/cms/vendor/slim/slim/Slim/Slim.php(1357): Slim\Route->dispatch()
#10 /var/www/cms/vendor/slim/slim/Slim/Middleware/Flash.php(85): Slim\Slim->call()
#11 /var/www/cms/vendor/slim/slim/Slim/Middleware/MethodOverride.php(92): Slim\Middleware\Flash->call()
#12 /var/www/cms/lib/Middleware/Actions.php(141): Slim\Middleware\MethodOverride->call()
#13 /var/www/cms/lib/Middleware/Theme.php(35): Xibo\Middleware\Actions->call()
#14 /var/www/cms/lib/Middleware/WebAuthentication.php(132): Xibo\Middleware\Theme->call()
#15 /var/www/cms/lib/Middleware/CsrfGuard.php(62): Xibo\Middleware\WebAuthentication->call()
#16 /var/www/cms/lib/Middleware/State.php(109): Xibo\Middleware\CsrfGuard->call()
#17 /var/www/cms/lib/Middleware/Storage.php(47): Xibo\Middleware\State->call()
#18 /var/www/cms/lib/Middleware/Xmr.php(36): Xibo\Middleware\Storage->call()
#19 /var/www/cms/vendor/slim/slim/Slim/Slim.php(1302): Xibo\Middleware\Xmr->call()
#20 /var/www/cms/web/index.php(124): Slim\Slim->run()
#21 {main}
25

It looks like your previous revision itself has two “parents” - this shouldn’t happen and might be the cause of the issue. Would it be possible to capture the output and reply with it here?

SELECT parentmedia.mediaid FROM media parentmedia WHERE parentmedia.editedmediaid = 92;

If you need help running a SQL command in Docker there is a FAQ for that here: How can I run a SQL command when using a Docker Install?

26

This is the result:

±--------+
| mediaid |
±--------+
| 89 |
±--------+
1 row in set (0.00 sec)

27

OK, so its not that…

I think I will need you to put the CMS into “Test” mode from the CMS settings and try to delete again, that should give us the exact query being run so I can see, rather than guess, where the Subquery error is coming from. Sorry!

Instead of using the fault wizard you can filter the logs by the DELETE method, with “library” in the Page filter, which will get you the set of results generated - I am expecting a similar error message as the above, with the SQL statement being logged immediately before it.

28

https://drive.google.com/file/d/0B7SSmEWxpFEpMzVkU2RfRXNLSVk/view?usp=sharing

29

I’m really stuck with this i’m afraid - is there any possibility of having your docker folder (including files) zipped up and sent over so we can see what’s really happening by debugging locally?

Failing that - any chance of remote access?

30

Hello, remote is hard, too many authorization to ask.
Ok to dump everything, I think there are not sensible informations on displays.
Pls let me know EXACTLY what do you need.
Also database dump ? If yes let me know how to do it.

My company has a sort of cloud system to share big files, I can use this but I need your email.

31

OK, no problem.

We would need your entire xibo-docker folder, including the shared volumes for cms/sql/backup and config.env - ideally having stopped the containers before archiving (if possible).

You can send it to support@springsignage.com

32

Hello, you should receive an email shortly.
This email contains a link to the zip.
The link will be active for 120h then it will delete.

33

Thanks - I am downloading that now and will revert back when I have been able to try it out.

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