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Gemini Desktop app freezing when opening a ticket

web-app

It seems that when I try to open a ticket in the Desktop app, it freezes.  I can't do anything with it, and it goes into Not Responding mode.  The only way to close it out is to go into my Task Manager and end the task/process.

Is this a known issue?  And is there a patch to fix it by chance?

Thanks,
Marshall

Marshall.Billings
· 1
Marshall.Billings
Replies (9)
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Which version of Gemini and desktop app are you running?
Can you please check for errors in the app.log file (%appdata%\CounterSoft\Gemini\Desktop\app.log)?


Mark Wing
· 9108
Mark Wing
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I'm running version 3.7.7 Build 2784 for the desktop.

And the app.log is empty.


Marshall.Billings
· 1
Marshall.Billings
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Can you please install Fiddler (http://www.fiddler2.com/fiddler2) and run it when you open the issue?
It should show the request going to the server and the response, do you get a response back?


Saar Cohen
· 5000
Saar Cohen
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[quote user="SaarCohen"]
It should show the request going to the server and the response, do you get a response back?
[/quote]

Sure thing.  What server name am I looking for in that list?


Marshall.Billings
· 1
Marshall.Billings
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Your Gemini server. It should go the the api/issues.ashx file.


Saar Cohen
· 5000
Saar Cohen
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It appears to be a Server Error.  Pasted from the fiddler program under the "WebView" tab.


Server Error

500 - Internal server error.

There is a problem with the resource you are looking for, and it cannot be displayed.


Marshall.Billings
· 1
Marshall.Billings
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Can you please check Gemini's system log for errors (Administration -> System log)?


Saar Cohen
· 5000
Saar Cohen
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I can't seem to find an option or a folder specific to the one you are looking for.

On a side note, I'm running Windows 7 64-bit.  Will that have any impact on how the Gemini Desktop operates?


Marshall.Billings
· 1
Marshall.Billings
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No, we have it running on win 7 64bit and 32bit with no issues.
Send an email to support and we will schedule a remote session.


Saar Cohen
· 5000
Saar Cohen