beaTunes

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cpwicks10934

28 Oct, 2019 10:17 AM

I am running the latest beaTunes 5.2 on my MAC with Catalina. I have tried to rebuild the data base and it will not rebuild. Below is a screen shot of the error message. Any help would be greatly appreciated. I can not generate a log file or I would have enclosed it as well.

  1. Support Staff 1 Posted by hendrik on 28 Oct, 2019 10:20 AM

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    Please attach your logs!

    See http://help.beatunes.com/kb/troubleshooting/where-are-the-beatunes-... Note that in 5.2.0 the upload from within the app does unfortunately not work (will be fixed in 5.2.1).

    Thanks,

    -hendrik

  2. 2 Posted by cpwicks10934 on 28 Oct, 2019 10:26 AM

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    Thanks Hendrix

    I don’t know how to forward a log since beaTunes will not start up

    Cliff

    Sent from my iPhone

  3. Support Staff 3 Posted by hendrik on 28 Oct, 2019 10:29 AM

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    Hey Cliff. It's described in the document I linked to.

  4. 4 Posted by cpwicks10934 on 28 Oct, 2019 10:50 AM

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    Hendrik

    As a follow up. I restarted my computer and brought it up with only iTunes running and then initiated beaTunes. It started to synchronize and then showed the following error message. I tried to execute log file for oyu but beaTunes will only let me shut it down.

    Cliff

  5. 5 Posted by cpwicks10934 on 28 Oct, 2019 12:42 PM

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    Hi Hendrik

    Not trying to be a pest but thought tis screen shot might shed more light on the issue.

  6. Support Staff 6 Posted by hendrik on 28 Oct, 2019 12:43 PM

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    The message just means that a repair failed and that the database needs to be rebuild.

    Have you tried rebuilding?

    If you have tried rebuilding, I would definitely need to take a look at the logs.

  7. 7 Posted by cpwicks10934 on 28 Oct, 2019 12:45 PM

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    Have tried to rebuild and am trying again. Unfortunately I do not know how to get to the logs without beaTunes being successfully opened which it doe not.

  8. Support Staff 8 Posted by hendrik on 28 Oct, 2019 12:47 PM

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    Hey Cliff,

    Unfortunately I do not know how to get to the logs without beaTunes being successfully opened which it doe not.

    Please simply read that article I linked to to the end. There it says:

    If for some reason you cannot find the right folder on OS X, please follow these steps

    Then follow the given instructions!

    Thanks!

  9. 9 Posted by cpwicks10934 on 28 Oct, 2019 02:07 PM

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    Trying to find the long files and found this. not sure if it helps or not

  10. Support Staff 10 Posted by hendrik on 28 Oct, 2019 02:24 PM

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    Cliff,

    Please follow these instructions:

    If for some reason you cannot find the right folder on OS X, please follow these steps:

    • Start the application Terminal (it's in /Applications/Utilities)
    • Type in zip -rj Desktop/beaTunesLogs.zip Library/Logs/beaTunes/
    • Hit the Enter key
    • The logs are now in the file beaTunesLogs.zip on your desktop.

    Please send me that file.

    Thank you!

    -hendrik

  11. 11 Posted by cpwicks10934 on 28 Oct, 2019 02:36 PM

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    I am trying that but no luck yet

    Sent from my iPhone

  12. 12 Posted by cpwicks10934 on 28 Oct, 2019 08:24 PM

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    Hi Hendrik

    Here is the zip log file

  13. Support Staff 13 Posted by hendrik on 29 Oct, 2019 07:51 AM

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    Thanks, Cliff!!

    When rebuilding the database, beaTunes seems to stumble over this song:

    Song@5495852969852172825[name='Shake You Down',album='Shake You Down',artist='Gregory Abbott',genre='Pop']
    

    Any chance you can send me that file? I'd like to reproduce the issue to figure out what exactly is going wrong.

    Thank you!

    -hendrik

  14. 14 Posted by cpwicks10934 on 29 Oct, 2019 09:18 AM

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    No content.

  15. Support Staff 15 Posted by hendrik on 29 Oct, 2019 06:28 PM

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    Thanks, Cliff.

    Apparently the problem is not the track, but a weird database issue.

    Can you please install the latest snapshot from https://www.beatunes.com/download/beaTunes-5-2-1-SNAPSHOT.dmg and try again to rebuild your database?

    Thank you,

    -hendrik

  16. 16 Posted by cpwicks10934 on 29 Oct, 2019 08:35 PM

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    Hi Hendrik

    I did download the 5-2-1snapshot but Apple will not let me open the program.

  17. Support Staff 17 Posted by hendrik on 29 Oct, 2019 08:41 PM

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    Yeah. That’s the new notarization “feature”.

    You should be able to circumvent it by right-clicking on the app and then selecting “Open”.

  18. 18 Posted by cpwicks10934 on 30 Oct, 2019 09:19 AM

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    Thanks Henrik. Another “Feature” from Apple. The world keeps changing.

    Thanks again

    Cliff

  19. 19 Posted by cpwicks10934 on 30 Oct, 2019 09:26 AM

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    Hi Hendrik. I ran the new 5.2.1 beaTunes you sent. It completed repairing the data base and then tried to synchronize and failed. I uploaded a log file.

  20. 20 Posted by cpwicks10934 on 30 Oct, 2019 09:28 AM

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    beaTunes is open but does not show any songs. I tried re synching and it aborted again.

  21. Support Staff 21 Posted by hendrik on 30 Oct, 2019 09:28 AM

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    Repair will unfortunately not work. Can you please run a rebuild (from the Tools menu, if you can reach it)?

  22. 22 Posted by cpwicks10934 on 30 Oct, 2019 09:29 AM

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    Will do

  23. 23 Posted by cpwicks10934 on 30 Oct, 2019 09:34 AM

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    When I initiate “rebuild Database” it says it will shut beatUnes down. I elect to do that. When I restart beaTunes it starts to synchronize and aborts.

  24. 24 Posted by cpwicks10934 on 30 Oct, 2019 09:37 AM

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    I tried restarting beaTunes and received this message

  25. Support Staff 25 Posted by hendrik on 30 Oct, 2019 09:38 AM

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    In this case the “synchronization” is a complete rebuild.
    Can you please send me a fresh set of logs?
    If it does not work via the Help menu, please do the command line trick again, but make sure you to move the old log file (beaTuneslog.zip) out of the way before you do that.

  26. 26 Posted by cpwicks10934 on 30 Oct, 2019 09:43 AM

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    No content.

  27. 27 Posted by cpwicks10934 on 30 Oct, 2019 10:21 AM

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    Hi Hendrik

    Not sure if this helps but thought I would send it along

  28. Support Staff 28 Posted by hendrik on 30 Oct, 2019 10:22 AM

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    Thanks for the logs. They confirm that there is a database issue. I’m looking for a solution.

  29. 29 Posted by cpwicks10934 on 30 Oct, 2019 10:23 AM

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    Appreciate all your help and I am not trying in inundate you with emails.

  30. Support Staff 30 Posted by hendrik on 30 Oct, 2019 02:24 PM

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    Hey Cliff,

    I ran some tests with a newer version of the database software that is used by beaTunes (H2) and it seems to work fine. However, the fact that I am unable to reproduce the issue you encountered, does unfortunately not mean it's gone for you as well.

    Could you please download and install the latest dev snapshot from https://www.beatunes.com/download/beaTunes-5-2-1-SNAPSHOT.dmg and give it a shot? The URL is the same one as before, but it's a different file.

    Again, this requires a rebuild to work. Repair won't help, even if beaTunes claims it was successful.

    I really hope, this addresses the issue (and does not lead to new ones).

    Thanks,

    -hendrik

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