Add new Article - Unable to create or open the Surfulater Log file - Unable to update "Do not ask again.." message file, and os on...
Hi Surf support
I'm a new customer. I have only been using Surfulator a couple of days and it has gone smooth until midday today. Suddenly when trying to add a new Article from Internet Explorer, error popup windows appear, repeatedly (See attached PDF file: Surfulater.rar - Surfulater errors.pdf).
Some of the error messages say that the Hotkey’s are the problem, but using these keys, worked fine.
The attachment also contains two log files, because I renamed the first log file, to see if it had anything to do with file permissions, but Surfulater just created a new log file, and continued to fail in the same way.
I resolved this issue by uninstalling and reinstalling Surfulater.
But it might be something you would investigate, if other customers experience the same thing.
My technical specifications:
Surfulater v3.31.0.0 (both before and after reinstallation).
Intel Xeon CPU E5440 @ 2.83 GHz
Windows 7 Enterprise (64-bit), Installed memory: 12 GB, Free disc space: 150 GB (on both c:\ and d:).
Internet Explorer v. 8.0.7600.16385 (32-bit)
No Firefox installed.
Hope you can use this.
Regards
Brian Rasmussen
- Surfulater.rar 1.3 MB
Support Staff 2 Posted by Neville on 07 Nov, 2010 10:42 PM
Hi Brian,
This is all very odd indeed and I've never seen anything remotely like it. One thing that I noticed is that the error message screen shots in the PDF file all show C:\Users\BrianR\Documents\My Surfulater\xxx and the Log file shows D:\Users\BrianR\Documents\My Surfulater\xxx ie. You have two Documents folders on different drives. Not that this should be an issue for Surfulater. However I wonder whether you also have a D:\Users\BrianR\AppData folder and if so whether Windows is somewhat confused.
It looks to me as though Windows somehow went awry, as I can't see any other reason why file access would be denied nor any reason for the Hotkey errors. There are also unexpected errors from an IE component that Surfulater uses.
Did you happen to just restart Windows to see if that resolved the issue?
FYI I also noticed the registered license is not the one you just purchased.
-Neville
3 Posted by brr_mess on 08 Nov, 2010 08:37 AM
Hi Neville
I have numbered your questions to keep track of them:
1) Two Documents folders? Yes, I have two document folders e.g.:
C:\Users\BrianR\Documents\My Surfulater\
D:\Users\BrianR\Documents\My Surfulater\
The one on C:\ is the default created and the one on D:\ is the one I use to store my own Surfulater database.
2) Restart Windows? Yes, I restated. I’m a Windows user / Microsoft developer and we solve 95% of all failures (in the Visual Studio environment and other programs) by restarting Windows. I also considered it could be a Hotkey issue with other programs like the Jetbrains Resharper utility, which takes over most of the Hotkey’s on the keyboard, so I uninstalled all the programs that I had installed the same morning that the error occured, but it had no effect. My last resort before calling support was to uninstall and reinstall again, and this worked.
3) Registered license not the same as purchased? Yes, I noticed the same when I looked in the log files, after I sent them to you… ;-). I am working with Michael Hansen at SPAMfighter ApS. Michael has purchased two licenses to Surfulater 3.0. I’m using one of these two licenses on my work PC.
The license I purchased is a private/personal license, which I’m using on my home PC.
-Brian
Support Staff 4 Posted by Neville on 08 Nov, 2010 09:45 AM
Hi Brian,
I am very surprised that restarting Windows didn't resolve this and equally surprised that re-installing Surfulater did. But I'm sure, that as a developer, you know that sometimes strange things do happen. Lets hope it was some strange aberration that doesn't happen again.
Re. the license registration, I thought that was the case.
-Neville
5 Posted by brr_mess on 08 Nov, 2010 01:08 PM
Hi Neville
Funny you mention this: “I am very surprised that restarting Windows didn't resolve this and equally surprised that re-installing Surfulater did”.
Your right, it didn’t. After I wrote to you this morning I did a restart of my PC, and the same error messages appeared all over again.
I have done some more research on my machine:
It now seem like my worst enemy is a Windows restart. Every time I reinstall Surfulater it works fine, until I restart Windows, then it crashes again.
At first, this morning, I thought it must have been CleanMyPC Registry Sanner, that destored Surfulator settings on my morning sweep, but after reinstallation of Surfulater and restarting Windows, Surfulater fail again. Then I remembered that my private PC with Surfulator also had done a Registry Scanner sweep this morning, but Surfulater still works fine on my private PC.
My private version of Surfulater appears to work fine, and by comparing Internet Explorer Add-ons on the two machines, I have disabled all Add-ons from my work PC that are not running on my private PC, this hasn’t done the trick.
I now think it must be something installed on my work PC, but I haven’t got a clue, what it could be, because it’s a new machine and I'm just starting to install all my programs and utilities on it.
I have attached my log files so fare, and another PDF document with an error popup window (properly not related to this support case, but I thought you should see it anyway).
-Brian
Support Staff 6 Posted by Neville on 09 Nov, 2010 09:32 AM
Hi Brian,
Just to confirm that when the problems reoccur you are getting the same errors as shown in the first PDF - "Unable to create or open the Surfulater Log file", "Unable to update the "Do not ask again messages file", "Help.Surfulater" cannot be opened" etc.
If so then the next time it happens see if you can open the SurfulaterLog.txt file with say Notepad. If so add some text to the end and save the file and see if that works. Open the file again and verify the new text is present. You can also try opening the Help.Surfulater and the SurfulaterDNAA.xml in Notepad, but don't edit them. Help.Surfulater won't open if Surfulater is running.
I'm trying to establish whether other apps also can't access these file (because Windows won't let them).
You could also try creating a new file with Notepad in the C:\Users\BrianR\AppData\Roaming\SAIG\Surfulater folder.
-Neville
7 Posted by brr_mess on 10 Nov, 2010 09:09 AM
Hi Neville
Yes, it's still the same problem with all the errors as shown in the first PDF.
I have done what you asked for, and written in the log and created a new file and written in that file also, opened the Help.Surfulater and the SurfulaterDNAA.xml in Notepad. The only file Notepad couldn’t open was the Help.Surfulater file.
I the mean time I have discovered that the errors also occur after I have reinstalled Surfulater, run the program for a couple of hours, and the restart Surfulater, without a Windows restart.
When I read your response, last night, I opened a remote desktop to my work PC, and Surfulater worked again without failure, to my surprise, but then at midnight I opened a new remote desktop to my work PC, and Surfulater failed again.
So it seems like the error state can disappear/appear over time when Surfulater has been closed for a couple of hours.
But when error state appear, it's resistante to restart of Surfulater and/or restart of Windows.
I have attached my log files so fare, even though there isn’t much new, but my own log additions/writing.
-Brian
Support Staff 8 Posted by Neville on 11 Nov, 2010 05:45 AM
Hi Brian,
I don't like pointing the finger elsewhere but this really seems to problem, not of Surfulater's making. The fact that is is a new PC which you are setting up also sways me away from Surfulater. Further you will see errors such as:
"NH: 2) In CHTTPDBServer::IspFMNDocValid() Exception raised. pFMNDoc: 1981a10" in the log file. In essence these should never appear (NH) in the log file.
You can also add to that, that I've never had reports of anything like this in the 5+ years Surfulater has been around. And that the issue comes and goes all on its own!
Are you seeing any issues with other applications on this PC I wonder.
-Neville
9 Posted by brr_mess on 11 Nov, 2010 10:23 AM
Hi Neville
I “hear” the desperation in your last response.
If I didn’t think it was a problem with Surfulater, I would never have started this discussion.
Yes, I have a new factory made PC: HP xw8600 Workstation, and no absolutely nothing else on the machine are failing.
Note: You say that you never heard of this before, but when I Google: pFMNDoc
I find that somebody named: (nevf) - Neville Franks - Chief Rocket Scientist, “maybe you I don’t know” has seen this problem before, just in Firefox with a machine with Zone Alarm (I am not running neither Firefox nor Zone Alarm by the way, only standard Windows firewall).
See: http://www.softasitgets.com/forums/showthread.php?t=759
Today I recorded a Flash video with Wink (attached) of what happens, because it is very hard to describe in words. But I will try anyhow.
Note: If you don’t have a Flash player, you can just click on the “Surfulater.htm” file and press F11 to maximize Internet Explorer view screen.
1) First the Flash video shows that when I start Surfulater, it by default shows me my SPAMfighter document. I newer use the MyKnowledge document, even though Surfulater seem to default back to this document every time Surfulater fails.
2) I then close Surfulater. Start Internet Explorer. I do a “Surfulater: Add new Article”. Surfulater fails, but after I have clicked the error messages away, Surfulater ends up with MyKnowledge document open, and on the caught Google article page (note: this is not the Surfulater document I wanted open).
3) When I close Surfulater after this, a new string of errors messages appear, and if I am not quick enough, which I show in the video, I am not. Surfulater goes into an infinity loop, which suddenly ends, when Surfulater can’t open any more popup windows. (Note: I wait for the end, because a lot of programs with infinity loops, ends with a Windows BSOD (blue-screen-of -death). If I try to close these error popup’s without clicking the “Do not show me again”, they keep coming up with more, when I close a few of them.
4) I then try a different approach, because I want to add the Google article to my SPAMfighter document. I open a new Surfulater instance with my SPAMfighter document open. Then opens a new instance of Internet Explorer and make a “Surfulater: Add new Article”. I click the errors away, quickly, and see that my Google article is safely captured in my SPAMfighter document.
5) Now I can either wait for half a minute or just close Surfulater myself. Either way I have to go through the next steps, to further use Surfulater. E.g. if I don’t stop the session now myself, Surfulater will automatically do it for me. Surfulater is still in a state of failure, and is going down, even though it seems to be behaving normally, right now (Note: I click in the Surfulater tree, and the Google entry gets highlighted).
6) I close Surfulater, and Surfulater goes into a (Not Responding) state, for a half minute, and then I click away another string of error messages.
7) Now something completely different happens, if you do not see it yourself, a new instance of Surfulater automatically appear, on top of the old Surfulater instance, which I show you in the Windows Task Manager (Note: I first noticed this yesterday, when I ran Surfulater on two screens, and the first Surfulater instance was running on one screen, and the other Surfulater instance open on the other screen). The new Surfulater instance has opened with the MyKnowledge document open (again, not my default choice of document).
8) The old/first instance of Surfulater with SPAMfighter document open is still none responsive, and the only way to stop this first session is to close the second Surfulater session with the MyKnowledge document open. Then the last error message appear, and when clicked away, the two Surfulater sessions closes automatically together/or the second session drags the first session down with it.
Hope this clarifies my Surfulater quest, and hope you can enjoy the video.
-Brian
Support Staff 10 Posted by Neville on 12 Nov, 2010 07:58 AM
Hi Brian,
Ok one thing that probably would explain these errors is that they would occur if two copies of Surfulater were running. Theoretically this shouldn't happen, however from what you've shown it seems possible when one instance is hung in an endless loop and then unawares of that you start a second instance.
Here's what I suggest. First download and install the new V3.40 release of Surfulater which I've just put out. I've included some extra debugging information which may help to track this down. Then restart Windows and start Surfulater from the Windows Start Menu, not from IE or some other loader application. Leave it running and see if the issue occurs again. If so send me the log file. Also check Task Manager to see of there is more than one instance running.
-Neville
11 Posted by brr_mess on 12 Nov, 2010 01:47 PM
Hi Neville
I installed V3.40 and restarted Windows and started Surfulater and Internet Explorer (32-bit) from the Start Menu and everything works fine.
Note: I specifically mention Internet Explorer (32-bit) above, because in Internet Explorer (64-bit) I get a JavaScript error, when clicking “Surfulater: Add new article” in Internet Explorer (64-bit) (See attachment).
I now found out that if I start either of the two applications (Surfulater or Internet Explorer (32-bit)) with the use of my loader application (Launchy V2.6 beta 1), the errors reoccur as earlier described.
Note: When I use Launchy on my private PC, with Surfulater and Internet Explorer (32-bit), everything still works fine, so I can’t conclude that it’s a problem in Launchy.
I have attached my log files so fare, if you’re interested, with new and improved V3.40 error messages.
But now I have a way to run Surfulater without errors, by not using Lanuchy with Surfulater and Internet Explorer (32-bit) on my work PC.
Thank you, very much, for your patience.
-Brian
Support Staff 12 Posted by Neville on 15 Nov, 2010 05:44 AM
Hi Brian,
Good to hear a solution appears to have been found. I've tried Launchy on a 32bit Windows and couldn't see any problems. I haven't tried it on x64 yet.
I am able to reproduce the IE x64 Error. I think this is because Surfulater uses a component of IE x32. I don't think there is a solution other than to use IE x32 or Chrome or Firefox. There shouldn't be any issues with the 64bit versions of Chrome or FF.
There are still some "NH: In CHTTPDBServer::IspFMNDocValid() Exception raised." errors in the latest log that would be good to resolve. I am unable to reproduce these here, however I suspect it may be a multi-core, multi-threading issue, which your quad core Xeon is showing up. I've put together another release of Surfulater.exe which you can download from http://www.surfulater.com/files_orig/surfulater.exe Close Surfulater and rename your current Surfulater.exe, then copy this one into the Surfulater folder. It is Version 3.40.0.11 Run Surfulater for a few days and then let me have the SurfulaterLog.txt again.
Thanks,
-Neville
13 Posted by brr_mess on 15 Nov, 2010 07:52 AM
Hi Neville
I will do that, but the link you wrote gives me a 404 file not found page?
-Brian
Support Staff 14 Posted by Neville on 15 Nov, 2010 09:40 AM
Hi Brian,
My mistake - try again.
-Neville
15 Posted by brr_mess on 15 Nov, 2010 09:59 AM
Hi Neville
Now the link worked. I will get back to you with the log files, at the end of this week.
Note: My colleague Michael Hansen is using Surfulater with nearly the same type of quad core Xeon machine as I do, and he hasn't experienced any errors like these either, in all the years he has be using Surfulater.
-Brian
Support Staff 16 Posted by Neville on 16 Nov, 2010 09:28 AM
Hi Brian,
Very interesting about Michael's Surfulater. Could you or he please zip up his log file and e-mail it to me or attach it here - thanks.
-Neville
17 Posted by brr_mess on 16 Nov, 2010 03:45 PM
Hi Neville
I have attached Michael's Surfulater log.
Not much to see there, he says.
-Brian
Support Staff 18 Posted by Neville on 16 Nov, 2010 08:44 PM
Hi Brian,
Thanks for that. You are right - nothing of interest in the log file. Mind you Michael hasn't been using Surfulater all that much it seems.
-Neville
19 Posted by brr_mess on 19 Nov, 2010 03:12 PM
Hi Neville
As promised i have attached my log files for this week, the only two times Surfulater has failed, was when I either open Surfulater or Internet Explorer with Launchy, otherwise it has behaved.
-Brian
Support Staff 20 Posted by Neville on 22 Nov, 2010 07:26 AM
Thanks Brian, Nothing too enlightening in the latest log. Please send it again in 3-4 weeks.
It is certainly interesting the Launchy appears to be causing your original problem. It really shouldn't matter how either IE or Surfulater is started!
-Neville