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  • End User Error/Bug on One of My Software Products

    Thomas,

    I just got this support question below for an ESB project I have created and have been selling for two months... this is the first issue that anyone has submitted.

    Also, since we all use ESB to build our software I assume that there are some common possible windows "Errors" that happen with all the software we create....it would be nice to have a list of some common errors/issues that could happen with the ESB projects we build and a possible cause/suggestion that we could use to send to our end-users to post in on our support page. if we can't resolve the issue then we could bring it up to you and the forum... Just a thought?

    Thanks,
    JIM

    ----Customer Support Message------
    I'm getting an error message that says "Exception of type "system out of memory exception" was thrown" when I close the software. I am also trying to add a JPEG photo and get an error message that says "wrong picture format". Also getting a "could not load file or assembly 'CefSharp.Core.dll' or one of its dependenceies. Not enough memory resciurses are availalbe to process this command. (Exception from HRESULT: 0x80070008)
    Any advice?
    Thanks
    Last edited by Wfjh; 08-30-2019, 04:44 AM.

  • #2
    Hi JIM,


    One of the reasons I insist on using a forum, for software support, is so people can search and see errors/issues that have already been addressed. In other words, the forum is the list of common issues/errors.

    Now to your customer error. I need to know what your user is doing before they get the error so I can recreate the error. The different issues may be all tied to the same cause. I would also need to see the image in order to see why it isn't loading. I haven't heard of any out of memory errors when shutting down the software. It looks like it is trying to close down the browser stuff and there may be a loop that is eating up memory. Hard to say until I understand how to recreate the error.


    Thanks,


    Thomas

    Comment


    • #3
      Thomas,

      I asked several questions like what version of windows, has he installed any new software recently and if Windows has recently updated and to describe what he was doing prior to the error happening. This was his answer

      (Noe: my software has the “props” form which has a tab with the ability to add four additional photos besides the two main photos in the main data entry window)

      He has not sent the JPEG image yet.

      JIM

      ——Customer Response——
      I am running Windows 10 pro, with 16gb of ram.

      Before the error, I was adding a picture of an item in the other photos section. Earlier this week I got an out of memory message, but it eventuclly closed and saved my work on the second or third try. I have not installed any new software since your software. I don't think there has been a Windows update either.

      Comment


      • #4
        Originally posted by Wfjh View Post
        Thomas,

        I asked several questions like what version of windows, has he installed any new software recently and if Windows has recently updated and to describe what he was doing prior to the error happening. This was his answer

        (Noe: my software has the “props” form which has a tab with the ability to add four additional photos besides the two main photos in the main data entry window)

        He has not sent the JPEG image yet.

        JIM

        ——Customer Response——
        I am running Windows 10 pro, with 16gb of ram.

        Before the error, I was adding a picture of an item in the other photos section. Earlier this week I got an out of memory message, but it eventuclly closed and saved my work on the second or third try. I have not installed any new software since your software. I don't think there has been a Windows update either.
        I don't think this is a Windows issue. There is something happening in the software that is eating up the memory and not releasing it. Like an infinite loop that eventually crashes because there is only so much memory on a computer.

        Has this person been using this software for some time or did this start happening form day one?

        Please email me the JPEG when you get it. The Cef file that you wrote earlier has to do with the browser. I'm not sure if this is the issue or simply part of the memory error.

        Is this the same project file you sent me before? Have you been able to recreate the error on your computer? The more I know what steps were taken the easier it will be to figure this out.


        Thanks JIM!


        Thomas

        Comment


        • #5
          Thomas,

          Just to give you an update. I have not heard back from my customer, I sent him an email also... So I assume everything is working fine now? I will post here if I hear otherwise..

          JIM

          Comment


          • #6
            Originally posted by Wfjh View Post
            Thomas,

            Just to give you an update. I have not heard back from my customer, I sent him an email also... So I assume everything is working fine now? I will post here if I hear otherwise..

            JIM

            Thanks for letting me know JIM. I'll be here if he does contact you with more information.


            Thomas

            Comment


            • #7
              Thomas,

              I have a different end user with the same issue.....

              Here is his email message:

              Here are a few messages I've been getting while using the Magic Collection Software Pro

              Message 1>>

              Could not load file or assembly 'CefSharp.Core.dll' or one of its dependencies. Not enough memory resources are available to process this command. (Exception from HRESULT: 0x80070008)


              Error Message 2>> when trying to open program

              An error has occurred while executing a SQL command for the application database. Check the application log file for details or contact your system administrator.

              I just opened the program and no files in the Magic Props area show

              This error code just popped up again


              An error has occurred while executing a SQL command for the application database. Check the application log file for details or contact your system administrator.


              Error Message 3>> When the closing program

              The following error occurred
              Exception of type 'System Out Of Memory Exception" was thrown


              Any thoughts Thomas?

              As I mentioned before the other user never contacted me again.... this is from a different end-user of my software..

              Thanks, JIM
              Last edited by Wfjh; 10-30-2019, 10:37 PM.

              Comment


              • #8
                Did your customers say what they were doing before they got the error? That is the type of information I need to know otherwise I am in the dark.


                Thanks,


                Thomas

                Comment


                • #9
                  As he indicated in his email above.... it seems it happens when he closes and opens the program. Normally they are entering data and adding photos and then existing after they are finished.

                  If you see that he said all of the data and photos are missing in the "Prop" form? All other data in the other Forms (Objects) are still there? He has done a backup after each session of entering data.

                  I did send him an email asking him some other questions to try to get more information. I will post them when I receive a reply.

                  JIM

                  Originally posted by TigerSoftware View Post
                  Did your customers say what they were doing before they got the error? That is the type of information I need to know otherwise I am in the dark.


                  Thanks,


                  Thomas

                  Comment


                  • #10
                    Originally posted by Wfjh View Post
                    As he indicated in his email above.... it seems it happens when he closes and opens the program. Normally they are entering data and adding photos and then existing after they are finished.

                    If you see that he said all of the data and photos are missing in the "Prop" form? All other data in the other Forms (Objects) are still there? He has done a backup after each session of entering data.

                    I did send him an email asking him some other questions to try to get more information. I will post them when I receive a reply.

                    JIM
                    Yes I saw that everything was blank. That could be due to a database being locked after the error happens. I don't know and won't be able to figure it out until I know what the person was doing. This first error is related to the browser control.


                    Thomas

                    Comment


                    • #11
                      Have you been able to recreate the error?


                      Thomas

                      Comment


                      • #12
                        Ok Thomas, here is some additional information he sent. Today is the first time he contacted me about the errors even though they started a few months ago...

                        I can send you the project .TSB file if you want.... It is different from the one that I sent you before.

                        If there is something specific I can ask him that will help you, let me know......JIM

                        End-user Message below>>>>>

                        The problems began a few months ago, but after I closed the program it would open and I could add some more entries before I would get error messages.

                        The computer is an Acer laptop Aspire A717-72G
                        I use version 10
                        I have 16.0 GB (15.8 GB usable)
                        The system type is a 64-bit operating system, x64-based processor
                        I have not installed any new software
                        My computer will automatically auto-update periodically or I will do searches for updates
                        As mentioned it began a few months ago

                        I also will get an error message that reads Exception of Type 'System.OutOfMemory Exception" was thrown
                        Errors can occur when opening, closing the program or sometimes entering information.

                        Currently I have 415 entries along with jpeg's of each, descriptions and pricing in Magic Props

                        424 entries in Magic Books/Magazines/Notes

                        220 entries in Magic DVD's and Videos

                        1 entry in Posters

                        34 entries in Contacts
                        >>>>>>>>>>>>>>>>>>

                        Comment


                        • #13
                          No, Not yet... I will continue to try.. JIM

                          Originally posted by TigerSoftware View Post
                          Have you been able to recreate the error?


                          Thomas

                          Comment


                          • #14
                            Originally posted by Wfjh View Post
                            No, Not yet... I will continue to try.. JIM
                            Anyway to get a copy of his backup?

                            The customer can send me the esb file in C:\Users\[USERNAME]\AppData\Local\Tiger Software\ESB\TSbuilder_[Long Number] folder.


                            Thomas

                            Comment


                            • #15
                              Do you want his backup that is made from the "backup" function in the software? The file in the directory you indicated or both?

                              Do you need my latest .TSB file that I made the .exe from?

                              Originally posted by TigerSoftware View Post
                              Anyway to get a copy of his backup?

                              The customer can send me the esb file in C:\Users\[USERNAME]\AppData\Local\Tiger Software\ESB\TSbuilder_[Long Number] folder.


                              Thomas

                              Comment

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