Freeze on Win10
Hello,
i am using a 32:9 screen. On Win10 there is a very often used shortcut (win-symbol + arrow left or arrow right) to maximze the active program on one side of screen. This shortcut leads to a total freeze of goalscape.
Please help. Thank you! SH
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Support Staff 1 Posted by Richard Parslow on 22 Jul, 2019 02:33 PM
Hello Sebastian
Sorry you have had trouble – and for the delay in responding here. Thanks very much for taking the time to report this issue.
I confirm that I have already escalated this to the development team. To help our investigations, please could you send us the log files for a failed session. I presume you have had to use the Task Manager to Exit the application – you need to capture the log files before you restart the application. In Windows 10 the log files are in the following directory:
Where 'guid' is a long character string.
Just zip up the whole 'logging' folder and post it in a Reply here.
Note Accessing the AppData directory requires Admin access to your computer's Operating System – and even if you have Admin rights, the relevant directories may also be Hidden. To access the relevant folders: right-click on your user_ID folder, select Folder Details, click the View tab and set the checkmark to 'Show hidden files and folders'.
Thanks for your patience and cooperation here.
Richard
2 Posted by sebastian.harm on 23 Jul, 2019 05:24 AM
Hey Richard,
hope this works, not sure if that zip-Program is working as it should...
There you go!
Cheers
Support Staff 3 Posted by Tomas Lehuta on 23 Jul, 2019 09:26 AM
Hello Sebastian,
we're trying to find out what's the problem with GSD app freezing as you reported above. So far we were not yet able to reproduce it on our end as it worked as expected using the mentioned shortcuts in Win 10.
Thanks for sending out the logging output to us..
However, it was not produced under the Debug Mode that Richard didn't mention to you and it doesn't contain any detailed information that we could further inspect.
So could you please turn on the Debug Mode (find its menu item under the main Goalscape menu and activate it) and try to make the GSD app freeze again?
Then please zip all the files in the logging folder and send it back to us.
Thank you!
All the best,
Tomas
4 Posted by sebastian.harm on 23 Jul, 2019 09:40 AM
Hey there,
hope that helps!
Cheers SH
Support Staff 5 Posted by Tomas Lehuta on 23 Jul, 2019 11:42 AM
Hello Sebastian,
thanks for the logging files..
On the first look I don't see any error or any potential source of the freeze in the logging output from GSD app.
From the logs I see that you opened GSD with German "Getting started" template project (i.e. Erste Schritte.gsp) and your custom project (i.e. boxXconnect.gsp). Then you closed the template project and the focus on the GSD app was changed to something else in the OS possibly due to Win10 shortcut which is the last event in the log. So we don't have any more info at this point when the GSD app freezes and it could be possibly related to your OS environment.
Could you possibly close all projects permanently (also tick the check-box in the template project to prevent loading it on start-up), close and reopen GSD app with default blank project and then try to make it freeze using the shortcut? Does it still freeze in such use case?
Please try it out and let us know..
Thank you!
All the best,
Tomas
6 Posted by sebastian.harm on 23 Jul, 2019 01:43 PM
Hello,
yes - it does freeze even when i dont have anything open (i.e. boxXconnect.gsp).
Cheers
Support Staff 7 Posted by Richard Parslow on 31 Aug, 2019 11:48 AM
Hello Sebastian
Sorry for the long delay in following up here.
The shortcut you are using (win-symbol + arrow left or arrow right to maximize the active program on one side of screen) is an OS shortcut. If you cannot disable it in your Windows Settings I am afraid that you will have to remember not to use it while you are using Goalscape Desktop.
All the best
Richard
8 Posted by sebastian.harm on 31 Aug, 2019 11:49 AM
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Richard Parslow closed this discussion on 31 Aug, 2019 01:15 PM.
sebastian.harm re-opened this discussion on 10 Sep, 2019 08:25 AM
9 Posted by sebastian.harm on 10 Sep, 2019 08:25 AM
Hello Richard,
thank you for trying. Guess I have to accept this. What I did figure out: If you use win-symbol + arrow up you can unfreeze Goalscape again, but it is on full size than. Maybe his is helpful for others.
Cheers!
Support Staff 10 Posted by Richard Parslow on 10 Sep, 2019 08:46 AM
Hello Sebastian
Thanks very much for taking the time to post that tip here – it may indeed be helpful to others who hit the same issue.
Keep achieving great goals!
Richard