Client File screen disappears

[Andrew Carrick]

We have one user who has had a regular problem with clntfile.exe window disappearing from screen for no reason - I've seen it so can confirm not user error - whilst the exe process is still running in the background but often "not responding".

She's on XP SP3 as are most users so can't see anything that would cause this. I wondered if the keyboard might have a loose connection. Anybody seen anything like this?

[Alice]

Hi Andrew
Check the except.log in G:\Log to see if there really is an error that's just not popping up for the user to see. That happens a lot.
If there's nothing there, check Event Viewer and look under Application to see if anything is there.
Let us know what you find, if anything.

[Jeff Zylstra]

Yes, we used to have that problem as well, but it's been years.  Our issue was that the window just "disappeared" and there was no easy way to find it.  I found by one of the following ways, but can't remember which one     Try doing the Alt-Tab combo and cycling through available windows, and also try using the task manager and using the "switch to" function in that.   In our case, that window was looking for some kind of data field validation to occur, and wouldn't let you do anything else until you completed that function. 

Very frustrating.  It reminds me of the old joke of taking a screen shot of someone's desktop, making that the background, disabling the desktop and watching users click on the icons with no result.  April 1 is just around the corner!  Mu ha ha ha!

[Andrew Carrick]

Alice - log file shows clntfile application hang at 11.13 am, but except log has nothing at that time, but does show the attached error at 11.40.

Jeff, thanks, we've noticed that loss of focus in other areas but this one seems different, system not actually waiting for input here. Nevertheless, good idea for 1st April!!

[Alice]

Andrew - is the user "afoster" the one with the problem? I've seen this if the PC locks and Tam needs to be ended using Task Manager, or even a hard boot. Doing either one leaves a lock on that last client and even though a message is supposed to pop up saying the client is locked, it doesn't always.
Go to the AS_Lock directory and see if there's any variation if the client code and, if no one else is accessing, just delete it. It would have a "1" in front of the code and ".001" at the end or something like that. Then have someone else try to access that client.

[Andrew Carrick]

Thanks Alice I'll take a look tomorrow.

[Andrew Carrick]

After severel weeks without incident this user has just had same problem re-occur. This time log file shows:

Clntfile  Error Text : An error occurred while calling option.
Process          : J:\WINTAM\clntfile.exe 10.0.0.0
Sequence of Preceding Exceptions
  Source : clntfileViewAttachments
  Number :   2147745792 (Decimal)   80040000 (Hex)  etc

Any ideas or suggestions welcome!

[Jan Regnier]

Andrew

Can tell us what workflow she is doing when this happens?

[Andrew Carrick]

Saving and closing an Attachment in this case.

[Lance Bateman]

How often are you running "reindex"?

[Jan Regnier]

Saving and closing an Attachment in this case.

Was the attachment a formletter or word document or was it an outside attachment?
Do you have "department filter for attachments"
Where there "check boxes" in the attachment?

Found this:
Source : clntfileViewAttachments" adding a formletter
Product:  9.4

Description: One user is sporadically receiving the following error when when adding a formletter:

Computer Name : STAT001
User Name : Station1
Time/Date : 13:33:49 02/02/2009
Operating System : Windows 2003 Server Build 3790 Service Pack 2 TS
CPU : Intel FUTURE Lev[15] Rev[401] Num[2]
Physical Memory : 10% free of 3669472 KB
Paging File : 53% free of 7705152 KB

Sequence of Preceding Exceptions

Source : clntfileViewAttachments
Number : 2147745792 (Decimal) 80040000 (Hex)
Desc :

Source : clntfileViewAttachments
Number : 2147745792 (Decimal) 80040000 (Hex)
Desc :

Source : BUIATTCH.ViewAttachments.Display
Number : 2147745792 (Decimal) 80040000 (Hex)
Desc :

Source : BUIATTCH.ViewAttachments.Display
Number : 2147745792 (Decimal) 80040000 (Hex)
Desc :


Solution:

The formletter had checkboxes in the body of the letter. Removed the checkboxes then was able to add the formletter without error.

[Andrew Carrick]

Thanks Jan, will check that out. Lance, we reindex every night pretty much, and it's only this one user who's reported thet problem.

[Lance Bateman]

I just tossed that one out.  I think checking Jan's question out may be more appropriate.

Thanks Jan, will check that out. Lance, we reindex every night pretty much, and it's only this one user who's reported thet problem.

[Andrew Carrick]

This problem has just occurred again, and it's not the suggestion from Alice but thanks anyway. Seems like the user was opening a Word document attached to an email which had been dragged & dropped into TAM. She also got an outlook error but that may just be because the attachment closed unexpectedly whilst the document remained open.

Log shows "while calling option" error again. PC event viewer shows nothing at all. Hey ho.