Troubleshooting¶

Problems listed by what you see. Several checks point at Kodi's log; Logs says where it is and what the add-on writes there.

Nothing arrives in CrossWatch¶

Status line. "Not paired" means the add-on has no connection: pair. "Paired with ..." only means CrossWatch answered at some point, so go on.
Kodi's log. reporter.failed means CrossWatch could not be reached: check that it runs and that Kodi can reach the paired address. With CERTIFICATE_VERIFY_FAILED in it, the https:// certificate is not trusted; it must come from a public authority such as Let's Encrypt. With reason=not_crosswatch in it, something answered at that address, but not CrossWatch's add-on endpoint. A reverse proxy's login page is one cause: let Kodi's requests to /webhook/kodiwatcher past the login, or pair with an address that reaches CrossWatch directly. With status=404, either CrossWatch is older than v0.13.3 and has no add-on endpoint (update it), or a manual setup address has the wrong path (it must end in /webhook/kodiwatcher). Finished watches stay saved until then, for up to seven days. reporter.rejected with status=401 means CrossWatch refused the token: pair again.
The Kodi add-on in CrossWatch. It must be switched on for this Kodi instance. Switching it off throws away this Kodi's token without any sign in Kodi; turn it back on and pair again.
What you played. Only episodes and films with a real id (TMDb, TVDb, IMDb and the like) are reported, and PlexKodiConnect playback is skipped by default. See What the add-on sends.
An outage. While CrossWatch was down, only finished watches were kept for later; the rest was dropped after two minutes. See When CrossWatch cannot be reached.

Pairing again after a token change drops finished watches still waiting for delivery, because they belong to the old token.

Playback arrives under nobody, or under the wrong person¶

The viewer's name must match the name in that person's route "Username whitelist", or, for a route without a whitelist, the name of the user profile the route is assigned to (case and punctuation do not matter). A viewer showing "No CrossWatch route" is the giveaway; see below.
With two or more viewers, someone has to be named: by a playlist, a profile, or an answer to the question at the end. A skipped question sends the watch with no viewer.
A playlist that changes with playback, such as "Continue Watching", credits whoever owns it; see Smart playlists.
A playlist wins over a remembered answer. In Remembered answers, a show marked "Covered by" is decided by that playlist, so fix the playlist rather than the answer.

The who-watched question never appears¶

It is skipped on purpose in several cases, such as a single viewer, playback stopped in the first three minutes, or autoplay moving on to the next episode. See the list under The question at the end.

It is also not asked for a show with a remembered answer; check Remembered answers.

A viewer shows "No CrossWatch route"¶

No route in CrossWatch accepts this viewer's name, so their playback goes nowhere. Check:

that the person has a Kodi watcher route in CrossWatch at all.
that the route's "Username whitelist" holds the viewer's name. Case and punctuation do not matter; anything else does. A route without a whitelist takes the name of the user profile it is assigned to instead, and nobody else.
if you just renamed the viewer, that the whitelist has the new name.

The line updates at the add-on's next check-in, within five minutes (at once after adding or renaming a viewer).

A person is missing from Add viewer¶

"Add viewer" lists only CrossWatch user profiles that are assigned to a route on this Kodi without a username whitelist, and leaves out people who are already viewers. Check:

that the person's Kodi watcher route in CrossWatch is assigned to their user profile, on the Kodi instance this add-on is paired with, and that its "Username whitelist" is empty. A route with a whitelist takes the names in it instead, so type the viewer's name to match the whitelist.
that no viewer is linked to them already; a viewer that shows "Name from CrossWatch" is.
that the add-on has checked in since the route changed: within five minutes. Close the Viewers window and open it again.

CrossWatch releases before v0.13.5 list no people, so "Add viewer" always opens the keyboard there. To add someone without a profile, select "Type a name".

A typed name is refused as the same as another¶

"CrossWatch treats this name as the same as <name>" means CrossWatch ignores case, spaces and punctuation when it compares names, so it could not tell the two viewers apart and would send both their playback to the same routes. Choose a name that differs in a letter or digit (an accent counts).

Only two people picked from CrossWatch's list may differ just in spaces or punctuation, because CrossWatch keeps two profiles like that apart. If both people have profiles, pick them instead of typing.

A playlist or profile shows as missing¶

The playlist or Kodi profile was renamed or deleted. Open that viewer's "Playlists" or "Profiles", untick the entry tagged "missing", tick the right one and press Done. While a playlist is missing, none of that viewer's playlists count.

A playlist shows as unusable¶

The playlist is not a playlist of TV shows or films, so it never credits anyone. It does not appear in the picker, so there is nothing to untick: open that viewer's "Playlists" and press Done to remove it. Or change the playlist's type to TV shows or Movies in Kodi.

If Kodi has no TV show or film smart playlists at all, the picker does not open. Make one in Kodi first, then close the Viewers window and open it again.

No rating question appears¶

"Ask for a rating" is Off by default. If it is on, see When it asks for the cases where it is skipped.

Ratings do not arrive¶

Look in Kodi's log for:

Log line	Meaning
`reporter.rejected` with `reason=unsupported_event`	Your CrossWatch is too old for ratings. Update it.
`reporter.rejected` with `reason=no_rating_target`	None of the matching routes takes this kind of rating, for example an episode rating for Simkl. See Where ratings go.
`reporter.rejected` with `reason=no_matching_route`	No route accepts the viewer; see No CrossWatch route.
`reporter.rated` with `failed=` above 0	A service refused the rating. CrossWatch's log has the reason.

The add-on stopped reporting after an update¶

If Kodi updated or stopped the add-on while a "Who watched it?" or rating question was on screen, Kodi stops it forcefully, and it does not start again until Kodi restarts. Restart Kodi. If Kodi was shutting down at that moment, it can hang while closing; close it fully and start it again. This comes from how Kodi stops add-ons (#60).

Logs¶

Failures and refusals, such as reporter.failed and reporter.rejected, always go to Kodi's log, kodi.log. The add-on's routine lines, such as check-ins and each event it sends, appear there only with Kodi's own debug logging on (Settings > System > Logging > "Enable debug logging"), as Kodi's add-on rules ask. The Kodi wiki says where to find the log.

For more detail, switch on "Enable debug logging" in the Advanced settings. The add-on then also writes crosswatch.log in the logs folder of its data folder, userdata/addon_data/service.crosswatch/logs/ (in another Kodi profile, under userdata/profiles/<profile>/; the Kodi wiki says where userdata is). It is capped at 500 KB plus three older files, with times in UTC. Switch it off again when you are done, because it records titles and viewer names.

What the logs never contain: the webhook token and pairing codes. The normal lines in kodi.log carry no titles or viewer names either. One exception outside the add-on's control: with Kodi's own debug logging on, kodi.log records the one-time code that a Link hands over. It is used up by then.

Getting help¶

Open an issue at crosswatch-app/kodi-addon. Attach kodi.log, and crosswatch.log if you have one, but check them for anything you would rather not share first.

Questions are welcome in the Kodi forum thread; bug reports go to GitHub.