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Viewer Crash after upgrade to v7

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Mike Greene, User (Posts: 19)

May 11, 2021 2:28:38 pm EDT

Upgraded my Pro version of viewer to V7 today. Now getting an unending cycle of errors (have to terminate process, sometimes have to reboot workstation).

Issue seems to stem from address books. If I do not copy over my address book groups and create a new entry from scratch no issue, copy one of the .xml files and the error/crash occurs.

"send report" doesn't work, copy button works but I can just as easily grab the log file from the event log folder.

Here is the important bits from the event log (computer and user name removed)

operating system : Windows 10 x64 build 19042
system language : English
system up time : 27 minutes 29 seconds
program up time : 9 seconds
processors : 8x Intel® Core™ i7-7700 CPU @ 3.60GHz
physical memory : 10629/16247 MB (free/total)
free disk space : (C:) 56.46 GB
display mode : 1680x1050, 32 bit
process id : $3ef4
allocated memory : 139.73 MB
largest free block : 836.15 MB
executable : rutview.exe
exec. date/time : 2021-05-06 04:47
version : 7.0.2.0
callstack crc : $b2f2281c, $e0699f5c, $e0699f5c
exception number : 4
exception class : EInvalidOperation
exception message : Control 'dxDockPanelGroups' has no parent window. Path: fmMain .dxDockPanelGroups.

thread $2478:
005fc73b +8b rutview.exe Vcl.Controls 3360 +1 InvalidControlOperation
006055bd +79 rutview.exe Vcl.Controls 9720 +13 TWinControl.CreateWnd
00605b42 +16 rutview.exe Vcl.Controls 9901 +3 TWinControl.CreateHandle
01672201 +05 rutview.exe dxDockControl 9723 +1 TdxCustomDockControl.CreateHandle
00609fe0 +1c rutview.exe Vcl.Controls 12541 +4 TWinControl.HandleNeeded
00609fd7 +13 rutview.exe Vcl.Controls 12540 +3 TWinControl.HandleNeeded
00609fed +05 rutview.exe Vcl.Controls 12547 +1 TWinControl.GetHandle
0065d757 +03 rutview.exe Vcl.ComCtrls 10108 +0 TTreeNodes.GetHandle
0065dbad +05 rutview.exe Vcl.ComCtrls 10344 +1 TTreeNodes.GetFirstNode
018285ca +12 rutview.exe MainForm 3330 +3 TfmMain.TimerUpdateTreeIconsTimer
006a750f +0f rutview.exe Vcl.ExtCtrls 3193 +1 TTimer.Timer
006a73ef +2b rutview.exe Vcl.ExtCtrls 3151 +4 TTimer.WndProc
005070e4 +14 rutview.exe System.Classes 18175 +8 StdWndProc
767439ab +0b user32.dll DispatchMessageW
0073afa7 +f3 rutview.exe Vcl.Forms 11028 +23 TApplication.ProcessMessage
0073afea +0a rutview.exe Vcl.Forms 11058 +1 TApplication.HandleMessage
0073b321 +c9 rutview.exe Vcl.Forms 11196 +26 TApplication.Run
018687b8 +78 rutview.exe rutview 236 +16 initialization
7628fa27 +17 KERNEL32.DLL BaseThreadInitThunk

cpu registers:
>> will be calculated soon

stack dump:
>> will be calculated soon

disassembling:
>> will be calculated soon
11-05-2021__18:20:48__193 Closing.

Pauline, Support (Posts: 2830)

May 11, 2021 4:41:49 pm EDT

Hello Mike,

Thank you for your message.

Am I right in assuming that your Viewer was updated from version 6.10.10.0 or was it an older version?
As for the current issue with Viewer - please try uninstalling Viewer completely as described in this full uninstallation guide and then re-installing it from scratch to see if the issue persists. Before uninstallation please locate and copy the following files:
1. config_4.xml file in the folder C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ which stores Viewer's configuration settings.
2. One of the most recent backups of your address book in the backup folder \%AppData%\Roaming\Remote Utilities Files\backups\.
After you've re-installed Viewer from scratch, try pasting the configuration file to the same location and restoring your adder book from a backup as described here.

Please let me know if the issue persists.

Mike Greene, User (Posts: 19)

May 11, 2021 4:57:27 pm EDT

Support level: Pro

Yes it was both in place upgrade from the very latest v6 (6.12b) I and also uninstall and re-install of v7. The error persisted, even when running the portable viewer.

Pulling the address xml files from backup would reproduce the error. If I deleted the separate address books and the connections xml the program would not produce the error.

Allowing plain vanilla config and connection xml files would allow the program to run, I applied my new v7 lic key and manually created all of my entries. no issues since doing that, but burned up a bunch of time dealing with this so probably won't test v7 much more this week, unless I absolutely need to use RU to access my remote hosts.

Edited:Mike Greene - May 11, 2021 5:06:39 pm EDT

Pauline, Support (Posts: 2830)

May 11, 2021 5:21:02 pm EDT

Hello Mike,

Thank you for the clarification.

Seems that you were correct in your original post and the issue is caused by something in the address book file. I'll forward the issue description and the error log you've provided to our developers and will ask for their input on this.

I'll get back to you with an update from them as soon as possible.

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