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 Larry Hearold (LarryH31)
IREA - Intermountain Rural Electric Association

IREA - Intermountain Rural Electric Association
US
LarryH31 Member since 2017 2 posts
IREA - Intermountain Rural Electric Association
Posted: September 11, 2017
Last activity: September 13, 2017
Posted: 11 Sep 2017 11:56 EDT
Last activity: 13 Sep 2017 16:31 EDT
Closed

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?

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Robotic Process Automation
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Posted: 3 years ago
Posted: 12 Sep 2017 18:54 EDT
Christopher Heffernan (heffc)
PEGA
GCS Solutions Engineer II
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. 
Posted: 3 years ago
Posted: 13 Sep 2017 12:48 EDT
Larry Hearold (LarryH31)
IREA - Intermountain Rural Electric Association

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. 
Posted: 3 years ago
Posted: 13 Sep 2017 16:30 EDT
Mitchell Vega (Mitchell)
PEGA
Software Engineer
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:


  1. Start Runtime.

  2. Right-click the Runtime icon in the taskbar and choose 'Diagnostics Configuration'.

  3. Click 'File Publisher' and set the 'Mode' to 'ON'.

  4. Click to the 'Log Categories' tab and set 'All Categories' to 'Verbose'.  

  5. Click OK to save the changes.