Prior to or after your SoEasy web instance crashing, you may get this dialog appear on your desktop.
There are two reasons this dialog shows:
Reason 1: There was a Windows Operating System crash. This is not a common event on our managed server platform.
Reason 2: Your local PC disconnected from the Internet
You should be able to open SoEasy again and reload. If not please contact support.
How to work out what happened.
- Note the exact time
- On your computer, select Start > Run >
- Search for eventvwr.exe and run it
- Your Event Viewer should open. If not search for the program eventvwr.exe and run it
- Make the following selections:
- When you select 'OK' you should see a screen similar to this.
Notice the System Errors
You may have no system errors but it is a rare situation. Your computer systems are updating all the time and event will happen.
You can Google the events and work out what is happening - Many events can cause Internet disconnections and it is worthwhile maintaining your PC.
Computers need regular maintenance, drivers need updating, and systems need resolving. - Why does it crash?
Technically web pages crash but because the web page is normally static in that it just has text and pictures, the page is stored in your computer's local memory and when the internet resumes, the page is immediately returned and you do not notice there was an interruption.
When you connect to SoEasy, a high level security 'pipe' is created that protects you from hackers and viruses. When the internet temporarily disconnect, the security pipe is broken and the system will disavow your re-connection until the full connection process is processed again.
"Our IT Department says the internet has not crashed."
Many of the methods used for checking connectivity are too coarse to notice a 1/10th of a second disconnect.
Before IT services dismiss the disconnection issue it is important that they review the eventvwr and check out what events are happening on the local PC.
The Internet may have been up all the time and it is just the PC that is having Internet issues that need resolving.
Common Solutions
- Reboot your router
- Make sure your operating systems are kept up-to-date
- Keep drivers up-to-date
- Switch off power saving on the network card
- Don't let your PC enter power saving mode whilst SoEasy is open
- Get your IT Department to check the Event Viewer logs and resolve the issue
- Contact your Internet Service Provider and get them to do a system check
- Switch off your computers every night, save power, and allow the systems to reload each day
- Maintain your computer systems
If you do not get a satisfactory solution, please book a service.
The Case Study < Optional Reading
1: A customer was frequently getting disconnected and receiving the message:
2: We reviewed what was happening on the server they were connecting to and identified the following issue:
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Windows detected your registry file is still in use by other applications or services.
The file will be unloaded now. The applications or services that hold your registry file may not function properly afterwards.
DETAIL
1 user registry handles leaked from \Registry\User\S-1-5-21-378319385-713995500-1640728386-1250:
Process 1204 (\Device\HarddiskVolume1\Windows\System32\svchost.exe) has opened key \REGISTRY\USER\S-1-5-21-378319385-713995500-1640728386-1250\Printers\DevModePerUser
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3: What this means is:
a) During the Remote Desktop Connection with our server
b) A secure pipeline between your pc and the server is created
c) In this pipeline a connection is established between your local printer and the server
d) This speeds up printing serveices
e) However, your Internet has disconnected for a small period (say .1 to 5 seconds) and then tried to reconnect
f) In this reconnection, the printer service can no longer manage the printer as there were originaly established
g) And the runtime system of SoEasy has closed (ungracefully) to protect the system.
4: We went to the customers site and investigated the computer.
The issue was only happening on one computer.
We looked into the 'Regedit' and noticed the following issues:
These issues went back months.
5: A review of DistributedCOM issue through Google found that this error can definitely cause Internet Disconnections so the issue is at the Client end.
The Solution
SoEasy support only looks after the actual SoEasy program issues.
When it is your computer, Internet, or peripheral that has a problem you need to contact your IT services.
After your IT service has resolved the issue, you should regularly check your 'Regedit' and maintain your computer.
Further Recommended Reading
Why is the Internet continuously connecting and disconnecting?