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CPS 12.2 APPCrash Error for Multiple users

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Bugs, Known Issues, Open Cases

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gwoodfpcn

(@gwoodfpcn)

Posts: 11

Active Member

Topic starter

We upgraded to CPS 12.2 and since upgrade users are getting a APPCRASH error opening the Chart Module.. It is not everyone, but more and more each day. Do not matter which Terminal server, it follows the users. We are not using roaming Profiles..

Error Below - but the .DLL name changes.

C:\Program Files (x86)\Centricity Practice Solution\Client\CPOPM06.exe caused an Access Violation (0xc0000005)

in module MSVCR110.dll at 0023:6919dd82.

Our CPS Environment -

1 - JBOSS Server - 4-Procs, 16GB RAM - 180GB HD

1 - JBOSS INterop server - 4-procs, 16GB RAM - 180GB HD

10 - Terminal Servers Running RDWEB APPS - in a FARM - 16GB RAM, 4-Procs, 180GB HD

Any help would be Great. GE has not been a help yet.

Posted : March 22, 2017 2:49 am

tnc

(@tnc)

Posts: 517

Honorable Member

These is a very vague error message. Every time you get an error in GE, there is an error log written at c:\users\%USERNAME%\AppData\Local\Centricity\Crashlogs (%USERNAME% represents the user logged in to Windows when the error occurred.) You will see a .dmp file which is a memory dump, and an associated .txt file which has information about every Centricity related module which was loaded at the time. This information would be most helpful to GE support but sometimes it is difficult to get them to look at things at this level.

Unfortunately 0x0000005 is a very generic error. I have seen it many times since supporting CPS. In a TS environment it happened mostly with rights/permissions on files but that sort of thing seems to have gotten much better with newer versions of CPS and Windows/Citrix. That error can also be due many other things. I used to troubleshoot things like this:

-Scan for malware with Malware Bytes and see if anything turns up

-Roaming/local Windows profile corruption could be the issue

-Check to see what else is running and possibly eliminate unnecessary programs also running in user sessions

- Temporarily give a user full admin rights to see if that fixes the issue (This can be very dangerous if you are not careful)

-I would sometimes disable Antivirus or make exceptions for the Centricity directories

-a hardware issue, like bad RAM could be the culprit but it is unlikely in your case since it is happening on multiple terminal servers for you

-Sometimes a re-install of the Centricity client is warranted. If you can take one of the servers offline and do some maintenance this is something you can do without interruption to your users.

-A windows update may be causing the issue. make a note of when the last time updates were applied and cross reference when you started seeing the issue.

Sometimes if you get a good support tech and you let them know you already did a lot of these steps they will be helpful.

Good luck, I know this is frustrating.

Posted : March 24, 2017 1:25 am

gwoodfpcn

(@gwoodfpcn)

Posts: 11

Active Member

Topic starter

Problem still exists, Called GE and have been working with support for 5 days with no luck..

Steps taken so far.

1. Added users to power users group on TS Servers - Still Crashed

2. uninstalled Antivirus on CPS Server and TS servers - Still crashed

3. uninstalled recent updates - Still Crashed

4. Deleted user profiles - Still crashed

5. uninstall and install CPS 12.2 Client on TS Server - Still Crashed

6. removed all CCC customization - Still crashed

We were running 12.0 service pack 12 and had no issues. Same Hardware.

Posted : March 27, 2017 1:03 am

SLHV

(@slhv)

Posts: 478

Honorable Member

As tnc mentioned, 0xc0000005 is a vague error. Here's a few ideas I might suggest.

Since it is crashing on start, you could configure a trace to start in the config file. Here are instructions from some long ago lost document:

If the application will not start, or hangs as it starts, use this alternate method to start the trace.

Locate and open the file C:\Program Files\Centricity Practice Solution\mlsetupo.txt with a text editor such as Notepad.
Find the line: // Trace: "C:\\TRACE.TXT"
Enable the trace. Remove the double forward slashes (//) at the front of the line: Trace: "C:\\TRACE.TXT"
Save the file and restart the application. The program will start with the trace running.
Reproduce your problem.
When you have reproduced your problem, close the application. The file, trace.log will record what happened with the program.

I might also run a procmon (sysinternals.com) to capture everything happening, then filter out everything but the PID of the cpopm06.exe process. You can also trace the DLL actions through the same procmon capture. It's a ton of data, but it may shed some light.

Posted : March 27, 2017 1:34 am

gpincomb

(@gpincomb)

Posts: 278

Reputable Member

We have gotten the CPOPM06.exe error periodically on various users/Citrix servers for almost as long as I've been here, maybe even longer, dating back to CPS11.0 at least. We are currently on CPS12.0 SP13, but we do not get this error all that often (unless users just aren't reporting it).

One thing I remember seeing in the documentation for CPS12.0 SP13 is that if you are on SQL Server 2008 R2 that you must have the SP2 installed for it. I would imagine CPS12.2 would have that same requirement. I just wonder if this could be your issue, since you mentioned you did not have this issue while on CPS12.0 SP12. Do you know what version of SQL Server you are running on?

Posted : March 28, 2017 8:55 am

gwoodfpcn

(@gwoodfpcn)

Posts: 11

Active Member

Topic starter

Running SQL2012 with latest SP from Microsoft.

The error is consistently, inconsistent. it may pop up once a day for a user. Or 5 times a day for the same user with same workflow

Posted : March 29, 2017 3:50 am

annakirby

(@annakirby)

Posts: 20

Eminent Member

SPR ID: CISDB00065444 we were just added to an SPR similar issue and it is painful. Occurs when users are rt clicking to open chart from reg or from schedule most of the time and just for a certain patient and just for a certain user.

We found that 80% of the time the crash occurs on a chart with a master lock value of 0 vs null and running. When the crash occurs 75 times a day no one has time to do this:

select masterlock,* from PatientProfile where patientid='313070'

begin tran
update PatientProfile
set masterlock= Null
where patientid='313070'

commit

Posted : May 4, 2017 7:51 am

gwoodfpcn

(@gwoodfpcn)

Posts: 11

Active Member

Topic starter

Hey,

Are you Running Terminal Servers with Windows Server 2012R2 Datacenter? We seem to get the error on these servers running GE.

Posted : May 4, 2017 8:00 am

annakirby

(@annakirby)

Posts: 20

Eminent Member

Citrix Xen App vs desktop 2012R2 and we can reproduce the same crash with the same user log in on a local windows 7 with IE 11

Posted : May 4, 2017 8:11 am

gwoodfpcn

(@gwoodfpcn)

Posts: 11

Active Member

Topic starter

Are you running server 2012R2 standard or datacenter edition.

thanks

Posted : May 4, 2017 8:23 am

annakirby

(@annakirby)

Posts: 20

Eminent Member

Standard

Posted : May 9, 2017 2:25 am

bspeca

(@bspeca)

Posts: 1

New Member

We are dealing with same exact issue. We have a load balanced Windows 2012r2 Remote Desktop Environment. The database is still 2008R2 with up to date service packs. Both GE and the GE reseller have been logging everything. We have made no progress. We have tried all of what has been suggested in this thread with the exception of recreating an entirely new environment.

The practice has about 185 licensed user spread across 15 terminal servers. The JBoss servers are established exactly the same as described by @gwoodfpcn. We see repeated DLL crashes which when reviewed are Access Memory errors on a range of DLLs (MBCView.dll;mlinform.dll; mscvcr110.dll).

Has anyone made any headway? Our doc's are ready to riot! Thanks....

Posted : May 17, 2017 12:55 am

gpincomb

(@gpincomb)

Posts: 278

Reputable Member

Hi Anna,

I just was going over this information again as we are looking at CPS12.2 vs. waiting on CPS12.3 and I happened to see your SQL statement that sets the MasterLock to null. Do you have anyone at your organization that knows SSRS? I ask because we get a similar error in CPS12.0 SP13 and have to set the MasterLock to null in those cases and so I created an SSRS report that our HelpDesk has access to and so when a users experiences this type of lock our HelpDesk people can run the report for the specific patient and set the MasterLock value to null.

Obviously this alleviates them have to push it up to those of us that have the technical expertise to manually fix it in SQL.

Posted : July 31, 2017 8:10 am

vrdlc

(@vrdlc)

Posts: 135

Estimable Member

Sounds like no one has found a solution to this problem... We just upgraded to 12.2.2 over the weekend, and now we're seeing a lot of this particular error, on both terminal servers and local installs. I have read over this thread and nothing has solved our problem or given us any leads.

The closest thing we've found is in my ERRORLOG file in the User/AppData/Local/Centricity/Crash Logs folder.

Exception Stack Trace:
InvalidOperationException: Cannot call StartAt when content generation is in progress.

I don't know what StartAt is, but it appears to be causing the issue. Has anyone made any progress?

Posted : October 10, 2017 11:26 am

SLHV

(@slhv)

Posts: 478

Honorable Member

A search for that error text produces some interesting results, although not very useful for the end user. It would appear to be a bug in the code. I thought this post about it was interesting.

Perhaps telling the GE CPS dev(s) (I'm not sure there is more than one) to try searching for the error text would be a step in the right direction.

-dp

Posted : October 11, 2017 2:49 am

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