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EO.Browser Failed to start image manager Options
Apttus X-Author
Posted: Thursday, June 15, 2023 2:39:51 PM
Rank: Member
Groups: Member

Joined: 4/18/2018
Posts: 13
Hi,

I know I'm not the first one to raise this issue and I could find numerous post related to this topic. But I think I have a unique scenario here.

We have a Microsoft Office Addin that Invoke EO.Browser from within the Addin. There are more than 100 users in this big enterprise corporation. Only for few users, they're not able to load the EO.Browser and get the "Failed to start image manager" error and for another set of users, they just get a blank screen without any browser window or error messages. The installation of all 100 users are the same. The Microsoft Windows images are the same. The management of Antivirus and security are controlled centrally by the Security team. We have implemented the invocation of EO.Browser as per the recommendations provided in this link https://www.essentialobjects.com/doc/common/eowp.

EO.Base.Runtime.EnableEOWP = true;
EO.Base.Runtime.InitWorkerProcessExecutable(Properties.Settings.Default.EOBrowserWorkerProcessExecutablePath);

We created a sample windows forms application just to render the EO.Browser control in a windows form and browse to www.google.com by default. This application loads the browser window correctly without any error in one of the affected user.

We have ran out of options here and would need EO.Browser support team to help to debug this further. Also, Can I contact EO Support by any other means?
eo_support
Posted: Thursday, June 15, 2023 2:50:29 PM
Rank: Administration
Groups: Administration

Joined: 5/27/2007
Posts: 24,217
Hi,

Please try to capture our runtime logs and send the log to us. Once we have that we will see what we can find. You can wait for the error to occur, then call EO.Base.Runtime.GetLogs() to collect the log.

Thanks!
Apttus X-Author
Posted: Tuesday, June 20, 2023 11:27:51 AM
Rank: Member
Groups: Member

Joined: 4/18/2018
Posts: 13
Hi,

I didn't get any logs collected by including the line EO.Base.Runtime.GetLogs(). One observation is in the machine where it works, we were able to see the logs. We're thinking since the eowp.exe is not running there is nothing to record in a log file?

However, received the "failed to start image manager" error and here's the details from the dialog:

Exception:
System.Exception: Failed to start image manager
at EO.Internal.dvrz.xvfy.sacw()
at EO.Internal.dvrz.xvfy.nbby()

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eo_support
Posted: Tuesday, June 20, 2023 12:06:29 PM
Rank: Administration
Groups: Administration

Joined: 5/27/2007
Posts: 24,217
Hi,

This is a permission issue. The log indicates that when our code tries to create the child process it receives ERROR_ACCESS_DENIED. There are various scenarios that can cause this, for example, your application does not have read/execute permission to the folder where EO worker process is in, or it does not have permission to create process at all. As a simple test, you can call InitWorkerProcessExecutable first, then call Process.Start with the full path of the worker process and see what error you get. If you get the same access denied error, then that issue would need to be resolved first.

Thanks!
Apttus X-Author
Posted: Tuesday, June 20, 2023 12:10:38 PM
Rank: Member
Groups: Member

Joined: 4/18/2018
Posts: 13
One more observation is that when we use EO.Browser version 20.2.90.0, we received the error dialog but using a later version 23.1.45.0, we don't get error dialog but the blank screen which is trying to load the EO.Browser.
Apttus X-Author
Posted: Tuesday, June 20, 2023 1:08:50 PM
Rank: Member
Groups: Member

Joined: 4/18/2018
Posts: 13
Hi,

We included the Process.Start to invoke eowp.exe and we didn't get an error and didn't even get the browser window at all. But got the below error created using EO.Base.Runtime.GetLogs().


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End_Block_1

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End_Block_2
eo_support
Posted: Tuesday, June 20, 2023 1:20:07 PM
Rank: Administration
Groups: Administration

Joined: 5/27/2007
Posts: 24,217
Hi,

Can you follow these following steps:

1. Run DebugTools.exe as administrator, then go to Tools -> Run Test -> Build in Test -> Test 1. Run it and collect the result. This step will also creates file EOTest.EOWP.exe in the same folder;

2. Run DebugTools.exe again without run as administrator, follow the steps again and collect the result;

Post both results and we will see what we can find.

Thanks!
Apttus X-Author
Posted: Tuesday, June 20, 2023 1:50:25 PM
Rank: Member
Groups: Member

Joined: 4/18/2018
Posts: 13
Hi,

Test Run as Admin elevated

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Test Run w/o Admin

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eo_support
Posted: Tuesday, June 20, 2023 2:56:02 PM
Rank: Administration
Groups: Administration

Joined: 5/27/2007
Posts: 24,217
Hi,

Can you repeat the same steps with test 5? You will see a number of console window appears and then closes. That's normal and it is part of the test.

Thanks!
Apttus X-Author
Posted: Tuesday, June 20, 2023 5:29:33 PM
Rank: Member
Groups: Member

Joined: 4/18/2018
Posts: 13
Hi,

Here's the log for Test 5.

w/admin elevation

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eo_support
Posted: Wednesday, June 21, 2023 9:52:23 AM
Rank: Administration
Groups: Administration

Joined: 5/27/2007
Posts: 24,217
Hi,

Both test 1 and test 5 (which test image manager related issues) does not indicate any problems. This seems be consistent with your previous test, which is a standalone Windows.Forms application DOES work, and the problem only occurs when run inside your AddIn.

V23 only show the exception dialog when the exception occurs in an internal thread created by our library. Since there is no user code in those thread, an exception in those thread is not catchable by user code, thus our library automatically shows exception dialog to provide more information about the exception. Earlier versions show exception dialog for all threads. The exception you run into occurred in your main thread. This is why you see the exception dialog in V20 but not in V23.

EO.Base.Runtime.GetLogs() will capture internal logs regardless image manager status. However because exception in your main thread no longer automatically triggers the exception dialog, you MUST explicitly call this method to collect the log. For example, if you create a new Form in your application and that Form triggers the exception when trying initialize our control, then you can write code like this:

Code: C#
try
{
    //This code block fails and throw an exception
    MainForm form = new MainForm();
    Application.Run(form);
}
catch 
{
    string log = EO.Base.Runtime.GetLogs();
    //save the log and send it to us
}


I am not sure what you meant by "I didn't get any logs collected by including the line EO.Base.Runtime.GetLogs()". The function should always return you SOMETHING. However it does not create a file for you. You will have to write it to a file.

Lastly, when you say you "included Process.Start to invoke eowp.exe and didn't get an error" but "didn't even get the browser window at all". How do you know it didn't get an error? Why it wouldn't get to the browser window? Where was the code flow interrupted?

Thanks!

Apttus X-Author
Posted: Wednesday, June 21, 2023 2:13:58 PM
Rank: Member
Groups: Member

Joined: 4/18/2018
Posts: 13
Hi,

Thanks for the insight. If the image manager issue is not permission or any other related, how do you see why it work for some users and not for others? The installation of the Add-In version are the same. We only use the latest V23 of EO.Browser. Can I request for a EO Support team member to be available in a call with us to explain the Add In code?
eo_support
Posted: Wednesday, June 21, 2023 2:27:07 PM
Rank: Administration
Groups: Administration

Joined: 5/27/2007
Posts: 24,217
Hi,

The image manager issue CAN be permission related --- as indicated by your v20 log. However we haven't got any v23 logs from you that confirms the problem because all the v23 logs we received from you is from a separate application, not from the addin and those logs do not indicate any problem. As such the first thing you should do is to get v23 logs from your AddIn. This is the focus of our previous reply and you should follow that instead.

We do not provide support over the phone because many technical details can not be communicated effectively over the phone (such as how you "tell" us the logs you sent to us so far over the phone). However you are welcome to email us if there are details that you do not wish to share in the public forum. You can find our email address on this page:

https://www.essentialobjects.com/forum/test_project.aspx

As to your question on "how do you see why it works for some users and not for others", the simple answer is "something are different between these users" and ultimiately you will need to find out WHAT is different. We can provide you clues and directions, but we have no way of precisely telling you exactly what without full access to the system. For example, from our logs we maybe able to tell you "this API call failed on your system with this error code", you would have to find out exactly what settings caused this behavior. This is why we asked you to explain "How do you know it didn't get an error? Why it wouldn't get to the browser window? Where was the code flow interrupted?" in our previous post. If you do not feel comfortable answering those questions in the forum, you can email us. However we will need those answers from you in order to determine where to look next.

Thanks!
Apttus X-Author
Posted: Wednesday, June 21, 2023 3:49:15 PM
Rank: Member
Groups: Member

Joined: 4/18/2018
Posts: 13
Hi,

Thanks for the response. We're trying to get the V23 logs from the customer machine. But the logs are not getting generated. The code is the same for how we got the logs for V20. We'll try again and update this thread.


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