Question
IREA - Intermountain Rural Electric Association
US
Last activity: 13 Sep 2017 16:31 EDT
Openspan causing IE to crash
Hello,
I have users who have Openspan installed on their computer and they are reporting that IE is crashing when running a report that launches in IE. Users who do not have openspan installed can run and open the report without any issues. What should I do to correct this issue?
***Edited by Moderator Marissa to update categories***
Pegasystems Inc.
US
Hello Larry,
When you say 'openspan' do you mean runtime or studio? Are they being ran during this? If they are not being ran this may be an issue with your security or anti-virus settings.
IREA - Intermountain Rural Electric Association
US
I mean runtime. Basically we use it in our call center and its always running. Basically its used to keep calls from being recorded when the rep is taking a payment. It automatically stops the recording when the rep selects a certain box on the banking website. Its not the anti-virus because we have tried running the reports without the anti-virus installed and still got the same issue. I am uploading a screenshot of the error we are getting as well.
Pegasystems Inc.
US
Have you been able to reproduce the issue on your development environment? Usually, the first steps is to collect a verbose log (RuntimeLog.txt) and also create a simple solution. If you are unsure if it is an automation or the adapter itself that is causing the crash, you should deploy a solution that simply starts IE to verify it is working correctly. The logs should also indicate the point in your solution that IE is crashing. You can attach the file here and I will take a look as well.
To enable logging:
- Start Runtime.
- Right-click the Runtime icon in the taskbar and choose 'Diagnostics Configuration'.
- Click 'File Publisher' and set the 'Mode' to 'ON'.
- Click to the 'Log Categories' tab and set 'All Categories' to 'Verbose'.
- Click OK to save the changes.
Pegasystems Inc.
US
You will be able to find the log in the %appdata%\OpenSpan\ folder. Collect it after recreating the issue.