[Windows 10] Not load application | Voters

[Windows 10] Not load application

complete

Deny heathrow

After installing the app, it does not turn on, Infinite loading.

April 30, 2020

J Sherwani (Pop Team)

marked this post as

complete

Marking this as complete, but if there’s still an issue, please create a new issue so we can track it separately.

J Sherwani (Pop Team)

Screen v1.1 is now released, which addresses this issue and others: https://screen.canny.io/changelog/screen-v11

Deniz Ozan Tatar

Same happens in Win 8. It all happened after the latest update

Mustafa Hashmi (Screen Team)

Update: thanks to Eijiro Sumii, we figured out there is a breaking change in one of our recent releases. We're working to narrow the issue down and hope to publish a fix ASAP.

Thank you Eijiro!

Eijiro Sumii

@mustafa-hashmi: J Sherwani (Pop Team) Screen.exe version 1.0.18 (and earlier) works and 1.0.19 (and later) doesn't. I've e-mailed the logs.

Chetan Sachdev

Eijiro Sumii: Is there a way to download previous version? Could you please share the link to download 1.0.18

Eijiro Sumii

Chetan Sachdev: Please ask the Screen team. They provided me a private link for debugging. The app automatically updates itself but one can manually run the old Screen.exe under the directory "app-1.0.18". Be aware of compatibility problems with newer clients, like the pen draws in a wrong position!

J Sherwani (Pop Team)

The app is built to auto-upgrade to the latest version. We’re working on a fix for this issue, so if you’re having trouble, let us know. I believe Mustafa is close to a solution.

Mustafa Hashmi (Screen Team)

Deny heathrow Can you please try launching the app directly from the command line on Windows, passing the following arguments:
Screen.exe d=nm
Open dev-tools as before, and please share console output. Thanks!

J Sherwani (Pop Team)

Deny heathrow: please make sure you’re on the latest version when trying this.

Eijiro Sumii

J Sherwani (Pop Team) @mustafa-hashmi
Not sure if I'm asked, but here is my result (with Screen.exe 1.0.29).
I also happened to find: I can log in to the Web site via https://screen.so/#/login with no problem, but whenever I try https://screen.so/#/handle-redirect/canny?redirect=https%3A%2F%2Fscreen.canny.io%2F the log in takes forever.

Mustafa Hashmi (Screen Team)

Eijiro Sumii: Thanks for the update. The debug statements seem to confirm the desktop app is on the right track, but for some reason, the navigation to the Login page is failing. 
Can we schedule a call where I can debug this on your system? We can use Zoom or TeamViewer -- whatever works best for you.
Please book a time here: https://calendly.com/mh-screen
note: if the times don't work for you, please let me know what suits your schedule.

Eijiro Sumii

@mustafa-hashmi: Thanks, I've booked a time and the given Google Meet link (or whatever is convenient for the debugging) is fine for me.

Deny heathrow

J Sherwani (Pop Team):

J Sherwani (Pop Team)

Deny heathrow: Could you try again with

--enable-logging

added to the command line? It should show you some more information. And if you add

--v=2

it should give even more. Please save the output as a text file and email it to us at team@screen.so. You can also schedule a time with Mustafa with the calendly link above, or with me via https://calendly.com/j-screen/30min

J Sherwani (Pop Team)

Thanks for emailing the log! I do see an issue in the log, a line that says

Attempted to get the 'ipcNative' object but it was missing

. Eijiro Sumii: could you follow the above steps as well (

Screen.exe --enable-logging --v=2

) and see if you get that line as well? If so, that will help triangulate the issue.

Eijiro Sumii

J Sherwani (Pop Team): Yes, I do see that line, too. I've also e-mailed the entire log to: team@screen.so

If we should postpone the meeting with @mustafa-hashmi as a result of this new information, please let me know.

J Sherwani (Pop Team)

Eijiro Sumii: I think the meeting will be valuable. We can come up with ideas to try during the meeting.

J Sherwani (Pop Team)

marked this post as

in progress

Deny heathrow

J Sherwani (Pop Team): Excuse me, what does that mean exactly?

J Sherwani (Pop Team)

Deny heathrow: It means we’re actively working on it.

J Sherwani (Pop Team)

I installed a fresh VM of Windows 10, and was able to download, install and run the latest version of Screen without an issue. So I'm not sure exactly what's different about your installs. But I'd like to find out.
I have another idea to try and debug this on your side:
Download, install and run Electron Fiddle from https://github.com/electron/fiddle/releases/download/v0.14.0/electron-fiddle-0.14.0-x64-setup.exe
Replace the text in the left column (marked Main Process (main.js)
) with the following code:
const {app, BrowserWindow} = require('electron')
app.on('ready', () => {
  const mainWindow = new BrowserWindow({ show: false });
  mainWindow.webContents.on('did-finish-load', () => mainWindow.show());
  mainWindow.loadURL('https://google.com')
});
Click the top left button and pick version v8.2.3 (our current Electron version), which should quickly download
Click the Run button
Wait a few seconds. You should see a window show with Google.com loaded in it. Regardless, click Stop.
If you didn’t see the Google.com window, change the Electron version to v6.0.10 and try again (Run, wait, then Stop).
Let me know if you do see the Google.com window in steps 5 and 6. If it doesn’t work, the issue is likely in Electron, else the issue is likely in our code. Knowing where the issue is will help identify what the next steps should be in uncovering the cause and fixing it.

Deny heathrow

J Sherwani (Pop Team): I started electron on different versions, on version 8.2.3 it ended with an error, on the rest (including the new 9.0.0 beta 13) everything is OK.

J Sherwani (Pop Team)

Deny heathrow: thanks! I’ll dig into this a little more to see what the problem may be.

Eijiro Sumii

J Sherwani (Pop Team): I did 1-5 (4-5 was done twice in the attached screenshot) and the Google.com window loaded with no problem.

Eijiro Sumii

Same for me, on Windows 8.1 (even with firewall disabled). It used to work 4 days ago under the same settings. Reinstalling the app (and newly creating another local Windows account) didn't help. Strangely, the app launches fine on another machine (Windows 10, Japanese) in the same network with the same Screen account.

Eijiro Sumii

P.S. I see no errors by Ctrl-Shift-I (on the app) or %USERPROFILE%\AppData\Local\Screen\Screen.exe (on the terminal) as J Sherwani (Pop Team) suggested, exactly like Deny heathrow and Ramiro Saenz.

Eijiro Sumii

Not sure if this helps, but just for information...

Eijiro Sumii

Tried clearing all Chrome cache (and rebooting the entire OS and machine, of course), to no avail.

Eijiro Sumii

Tried different networks (Wi-Fi, gigabit ethernet, mobile tethering) and failed. Everything but the Screen app works fine.

J Sherwani (Pop Team)

Deny heathrow Ramiro Saenz: If you press Ctrl-Shift-I, you should see a Chrome Dev Tools window with a "console" tab. If you click on that, do you see an error? Please paste a screenshot of the console tab if it has an error so we can try to understand what may be going wrong.

Deny heathrow

J Sherwani (Pop Team):

Ramiro Saenz

J Sherwani (Pop Team):

J Sherwani (Pop Team)

Deny heathrow: Looks like a firewall issue. Can you try temporarily disabling your firewall for Screen?

Deny heathrow

J Sherwani (Pop Team): firewall is disabled. but screen not work.

J Sherwani (Pop Team)

Deny heathrow: looks like the initial issue is solved, and like Ramiro Saenz, you're both getting no errors, but the main window isn't getting past the loading screen. I haven't seen that before.

Is it possible for both of you to launch Screen from the terminal, via:

%USERPROFILE%\AppData\Local\Screen\Screen.exe

and see if it outputs any errors on the terminal?

Ramiro Saenz

J Sherwani (Pop Team): Nothing on Terminal.

Deny heathrow

J Sherwani (Pop Team): No error

Deny heathrow

J Sherwani (Pop Team): may be this info help

J Sherwani (Pop Team)

Deny heathrow: I'm not sure why it's not working for you, as we've never seen this issue, and none of the data explains what the issue is, unfortunately. Is it possible for you to try switching to US English to see if that fixes it? If so, it's likely an issue with international language support, which will help us reproduce the issue so we can fix it.

Deny heathrow

J Sherwani (Pop Team): What should I switch to English? System language?

J Sherwani (Pop Team)

Deny heathrow: Yes.

Deny heathrow

J Sherwani (Pop Team): It will take time but I will try

Deny heathrow

J Sherwani (Pop Team): It didn't help

Deny heathrow

J Sherwani (Pop Team): Any ideas?

Deny heathrow

J Sherwani (Pop Team): https://drive.google.com/file/d/1psMnwC4z1-Ur8d9utQipYmfUTE9g17zn/view?usp=sharing This link contains an 8 MB GIF that records my entire process. I hope to help

Ramiro Saenz

Same on Windows 7

Deny heathrow

Ramiro Saenz: maybe you set votes up? )

Ramiro Saenz

Deny heathrow: Sorry, done.

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