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Troubleshooting

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Max Paperno edited this page Jul 2, 2021 · 2 revisions

Troubleshooting

There are 4 basic methods to figure out what a problem may be. In (somewhat) increasing order of complexity:

  1. In Touch Portal, select "Logs" in the left bar, then look for messages in the log with the word "Plugin" after the time stamp. If everything is working properly, you should see a number of "LOG" type messages, and no errors. On the other hand, if the plugin couldn't start properly or has some other problem, there should be a useful error message in the log. This log may have a lot of entries, so another useful feature is to select "Log Errors Only" in the "Current Log Level" selector on the right of the Logs screen and then re-start TP or re-import the plugin.

  2. The LGKeys plugin also keeps its own log file. You can find this in your Touch Portal user data folder, which would be:

    • Windows: C:\Users\<User_Name>\AppData\Roaming\TouchPortal\plugins\LGKeys
    • Mac: /Documents/TouchPortal/plugins/LGKeys

    Look for a lgkeys.log file in that folder. If it does not exist, that means the plugin can't even start for some reason (check the Touch Portal log for possible reasons or see next step below). If it does exist, it will likely show useful information for further troubleshooting.

  3. Try running the plugin manually:

    1. Make sure TouchPortal is started, but if LGKeys Plugin is already running, you should stop it. This can be done from the TP Settings -> Plug-ins -> LGKeys TouchPortal Plugin screen.
    2. Open a terminal window/command prompt at the plugin's location as described above. Make sure the current directory is the plugin's folder, for example with a directory listing (dir on Windows, ls on MacOS). The file entry.tp should be in this folder, along with the plugin executable (lgkeys.exe, lgkeys, or main.py depending on which version you're using).
    3. Now you can run the plugin by typing lgkeys (or main.py for the source code version).
      • If it reports errors, either fix them or post a help request in Discussions.
      • If it doesn't report errors and seems to be running, but something is still not working correctly, you can run it with full debug logging enabled, which may provide further clues. Just re-start the plugin with the -d option. E.g. lgkeys -d
      • If it can't find your game profiles, you can specify a profiles directory with the -p option. E.g.
        lgkeys -p C:\ProgramData\Logitech\profiles
        Once you do this, the new profile directory should be stored in the plugin settings and used next time the plugin runs (either manually or via TouchPortal).

  4. If it runs correctly manually but not from TouchPortal and there's nothing useful in either log, it may help to add debug logging to the startup command in the entry.tp file.

    1. Open entry.tp file in a plain-text editor, and look for the plugin_start_cmd entry (it is near the top). It will look like this:
      • "plugin_start_cmd": "%TP_PLUGIN_FOLDER%/LGKeys/lgkeys -l %TP_PLUGIN_FOLDER%/LGKeys/lgkeys.log --tpstart",
    2. Add -d to the command line, after --tpstart. So the end looks like --tpstart -d",
    3. Save the file and re-start TouchPortal.
    4. A new lgkeys.log should be generated which contains a lot more information (just like running with -d in #3 above). It may reveal obvious clues, or be useful to include when requesting assistance.
    5. Remember to remove the -d option from entry.tp once you're done, otherwise the plugin wastes time and your disk space with useless log messages.

You can use the same technique of editing the entry.tp file to adjust other options like setting a game profiles directory (-p), and disable (-q) or reduce (-w) logging levels.

Bugs and Support

If you suspect a bug with the plugin please post in Issues, or post a help request in Discussions.

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