Online Help

Troubleshooting

How to solve problems, eg. dealing with FTP.

Before using the software you could read Quick Start page of online help for a brief introduction.

Installation
Software does not open See Installation in online help
In case of incompatibility it is recommended to use the software in a virtual machine
Common issues
Software crashes, freezes, does not work correctly Report an issue on the GitHub repository at https://github.com/ctlcltd/e2-sat-editor/issues
Attach a log if possible, refer to View software logs
Check any error messages displayed
Check that the version you are using is the latest, refer to Check the version
Check that the version you are using is the latest, refer to Check the version
Open a new tab using "+ New Tab" and close it, menu items will become visible again
Context menu is interfering with Drag and Drop A known issue, affecting software version 1.4 on macOS
As workaround uncheck "Enable experimental features" under software Preferences, in "Settings", in the Preferences tab, section Theme
FTP
FTP not connecting Check that the version you are using is the latest, refer to Check the version
Check the cables connecting the Decoder (STB) to the local network
Check your local network settings
Check your firewall settings
Verify the connection parameters to STB in "Settings" in the Connections tab
Verify that the FTP connection and login parameters are correct
Try to connect via HTTP with your browser to STB at its IP address, when equipped with Webif
Try to connect via FTP with an FTP client to STB at its IP address
Attempt a connection with Passive FTP, unchecking Active FTP, and viceversa
Press "Connect" and "Disconnect" in quick menu to attempt an FTP connection
FTP not connecting,
after previous steps		 Restart the Decoder (STB) and if necessary restart the local network router
Repeat all "FTP not connecting" troubleshooting steps
Report an issue on the GitHub repository at https://github.com/ctlcltd/e2-sat-editor/issues
Attach a log if possible, refer to Enable FTP debug
FTP does not upload / download Check connection parameters to the Decoder (STB) in "Settings" in the Connections tab
Verify the correctness of parameters in the Configuration group: Transponders, Services, Bouquets
Press "Connect" and "Disconnect" in quick menu to attempt an FTP connection
Note: the software does not currently upload/download picon images, these must be uploaded manually to the STB
Decoder (STB) does not update channel lists Try to restart the STB manually, or if you have the specific parameters for STB, enter them, and follow the next steps
Modify the parameters in the Commands group, in "Settings" in the Connections tab
Enter the specific parameters for updating the STB lists, URL address and/or Telnet command
File
File does not open Check error messages displayed
Verify the compatibility of the channel list file
Verify read file permissions
File not saved Check error messages displayed
Verify the compatibility of the channel list file
Verify write and read file permissions
CSV / spreadsheet
CSV file not imported Verify CSV tabular structure has not been altered
Make sure each row has the same number of columns
Contents of clipboard not pasted Verify TSV tabular structure has not been altered
Make sure each row has the same number of columns

Check the version

Check that the version you are using is the most recent.

From main menu, click menu Help > About e2 SAT Editor.

Check the version number and on the Releases page of the GitHub repository at https://github.com/ctlcltd/e2-sat-editor/release for more recent updates.

To manually check for updates, click on Help > Check for updates.

With distributed installation (Snap Store, Flathub, Arch AUR), check for updates or reinstall the software.
See Installation in online help.

Note: Check for updates will connect to GitHub servers to the repository address, host name: github.com
The feature Do Not Track is used, but there is no warranty it will be applied.

Enable FTP debug

FTP debugging is disabled by default to avoid slowing down execution.

It can be useful to solve problems and report issues on the GitHub repository at https://github.com/ctlcltd/e2-sat-editor/release

Note: FTP debugging may not be available on Windows, in software versions lesser then 1.2 **

Recommendation: Do not do this if you do not understand what you are doing.

To enable FTP debugging, go to "Settings" > Advanced > [confirm].

Change the ftpcom.debug line from FALSE to TRUE, typing true.

Save your settings by pressing "Save" and close the software.

Open a terminal window and launch the software – from its current location – eg. cd e2-sat-editor-directory

Windows PowerShell * (win64) $env:QT_WIN_DEBUG_CONSOLE="new"; .\e2-sat-editor.exe

Windows PowerShell ** .\e2-sat-editor.exe | tee log.txt

Windows CMD ** e2-sat-editor.exe 2>&1 > log.txt

macOS ./e2\ SAT\ Editor.app/Contents/MacOS/e2\ SAT\ Editor

Linux (AppImage) ./e2-sat-editor-VERSION-x86_64-linux.AppImage

Linux (Snap) snap run e2-sat-editor

Linux (Flatpak) flatpak run io.github.ctlcltd.e2se

Other shell ./e2-sat-editor

After launched the software from the terminal.

Press "Connect" and "Disconnect" from quick menu to attempt an FTP connection.

All FTP messages will be shown in the terminal.

To attach the log to the issue, select all the output and Copy, Paste to a plain text file.

Next, disable FTP debugging, change the ftpcom.debug line from TRUE to FALSE again, typing false.

View software logs

The software creates a log in memory.

It can be useful to solve problems and report issues on the GitHub repository at https://github.com/ctlcltd/e2-sat-editor/issues

To show the log, open Inspector.

From main menu, click menu Tools > Log Inspect.

The log of the current execution will be shown in the dialog.

To attach the log to the issue, select all the text and Copy, Paste into a plain text file.

Software logs are available also using debugging option, see Command line page of online help.

Reset settings

The software can be reset to factory settings.

All settings previously saved will be erased.

Recommendation: Do not do this if you do not understand what you are doing.

To reset to factory settings, go to "Settings" > Advanced > [confirm].

Change the settings.reset line from FALSE to TRUE, typing true.

Save your settings by pressing "Save" and close the software.

The next time the software is opened it will be reset to factory defaults.