Author Topic: Micollab Client 9.1.3.2.0.2 Blank page loading after installation  (Read 8236 times)

Offline HungryHippo

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We upgraded our server and is currently upgrading from micollab client 7.3 to 91.3. Other users that I have installed this to works fine except for this one, i cant even get to enter the registration key as the page is blank. Below is the computer specs, run a repair on the .net framework and still not working. Uninstalled cleaned everything in registry, left behind folders and reboot. Install and reboot and still same thing. Users internet speed is 6 MB down and .59 up when i run a speed test. User is working from home and im installing it remotely.

OS - Windows 7 sp1
CPU - intel i5
RAM - 4 GB
HDD - 30 GB Free
.net framework 4.7


Offline mark.vanderheijden

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #1 on: January 04, 2021, 05:35:04 AM »
Make sure the user had Windows 7 Proffesional/Enterprise/Ultimate and has permissions to the right folders:

Installing MiCollab Client requires administrator permissions on the user’s computer. In Windows
Vista/7, the user is prompted to provide User Account Control credentials (standard user) or
confirmation (administrator) to install the client. Running the client does not require administrative
privileges.

All data files that are modified (logs, config, contact database, recorded calls, and so on.) when
settings are updated (call forwarding profile, startup mode, and so on.) are located in one of the
following folders or subfolders:

• Windows 7 and 10: C:\Users\<username>\AppData\Roaming\Mitel\UC

Offline HungryHippo

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #2 on: January 18, 2021, 01:01:01 PM »
Thanks, I had been cleaning any Mitel folders that the client left behind. Upon further testing its not that its blank, its not updating the page. if I resize the window it will show where I can put in the registration key. If I type it wont update the screen and If I resize it again it will show what I have typed. I didn't want to deal with it anymore since its a windows 7 machine and is already a security issue by itself. Reimaged PC to windows 10 problem fixed!  8)

Offline KRP

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #3 on: January 19, 2021, 01:24:17 PM »
Win10 20h2

I have a similar issue, some users (not all 10-15%) the MiCollab app (same version as above) will open with a white screen and the systray app appears then the MiCollab app crashes and the systray icon disappears.

No change if user has local admin rights but if I delete their user profile it works fine for that user.
Also another user can open the app successfully on the same computer, even the same session with RunAs


---Event Viewer---
1st error
Application: MiCollab.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.

2nd Error
Faulting application name: MiCollab.exe, version: 9.1.363.1, time stamp: 0x5eeb92d1
Faulting module name: KERNELBASE.dll, version: 10.0.19041.746, time stamp: 0x197b16c5
Exception code: 0xe0434352
Fault offset: 0x0012a842
Faulting process id: 0x2b90
Faulting application start time: 0x01d6ee8689dcde21
Faulting application path: C:\Program Files (x86)\Mitel\MiCollab\MiCollab.exe
Faulting module path: C:\Windows\System32\KERNELBASE.dll
Report Id: c0f56ecd-a930-417b-b31c-97a5e012c52a
Faulting package full name:
Faulting package-relative application ID:

---CEF-Debug-Log---
[0119/093631.858:ERROR:gpu_process_transport_factory.cc(990)] Lost UI shared context.
[0119/093633.509:ERROR:viz_main_impl.cc(184)] Exiting GPU process due to errors during initialization

---UcaLog0---
[62 2021-01-19 11:04:58.812] <D/BrowserWindow> IsForegrounded()
[63 2021-01-19 11:04:58.812] <D/BrowserWindow> IsForegrounded() res: True
[64 2021-01-19 11:04:59.421] <D/taskbar> flashing taskbar: shouldFlash: False, flags: 0, flashCount: 0, window handle: 133712
[65 2021-01-19 11:04:59.421] <E/Application> 1st chance exception (type=FileNotFoundException): sender(Name:MiCollab.exe
There are no context policies.
), exception=Retrieving the COM class factory for component with CLSID {E5B8E079-EE6D-4E33-A438-C87F2E959254} failed due to the following error: 8007007e The specified module could not be found. (Exception from HRESULT: 0x8007007E)., stack=   at System.Device.Location.GeoCoordinateWatcherIntern al.CreateHandler(Object state)
[66 2021-01-19 11:04:59.421] <E/Application> AppDomain exception (type=FileNotFoundException): sender(Name:MiCollab.exe
There are no context policies.
), exception=Retrieving the COM class factory for component with CLSID {E5B8E079-EE6D-4E33-A438-C87F2E959254} failed due to the following error: 8007007e The specified module could not be found. (Exception from HRESULT: 0x8007007E)., stack=   at System.Device.Location.GeoCoordinateWatcherIntern al.CreateHandler(Object state)
   at System.Threading.QueueUserWorkItemCallback.WaitCa llback_Context(Object state)
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.QueueUserWorkItemCallback.System .Threading.IThreadPoolWorkItem.ExecuteWorkItem()
   at System.Threading.ThreadPoolWorkQueue.Dispatch()
   at System.Threading._ThreadPoolWaitCallback.PerformW aitCallback()

Offline mark.vanderheijden

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #4 on: January 21, 2021, 05:58:35 AM »
Hi KRP,

Are this virtual desktops? It seems there are some issue with the latest Citrix VDA2012 update. Mitel is invenstigating it at the moment.

Offline KRP

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #5 on: January 21, 2021, 05:50:42 PM »
Yes we are running Citrix XenDesktop (XD) v2012.0.0.28021 for most staff.

I am not sure this is a VDA issue and it's not limited to v2012 as my XD is running an older version of the VDA 2006.0.0.26.44.  This seems more like a user profile issue.
For profile management, we currently are using MS FsLogix which removes the need for syncing, each staff gets the exact same as if there were on a physical computer. We haven't used Citrix profile management in 18+ months but some of the staff that were having the CRASH issue on launch were previously using Citrix profile management but not all the staff from then are affected.

What I have found out with a bunch of testing is, we narrowed down the area in %appdata% causing the app to crash on load.
C:\Users\[UserName]\AppData\Local\Microsoft\, if we delete this folder the MiCollab app will load correctly. We could probably narrow the exact folder down with more testing but I have spoken to a Mitel support person and provided them with a bunch of info on this as well.

Offline KRP

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #6 on: February 17, 2021, 02:00:26 PM »
Anyone have any updates on this issue?

Offline sunspark

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #7 on: February 17, 2021, 02:07:47 PM »
are you using the latest Graphics card ‘Intel Iris Xe Graphics’. ?

Offline KRP

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #8 on: February 17, 2021, 02:48:15 PM »
We just moved to new servers that host the virtual desktops with Nvidia T4 grid cards but on the old servers the virtual desktops didn't have any video cards.
Maybe I am not following your question?

Offline sunspark

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #9 on: February 17, 2021, 03:19:46 PM »
Title
Issue starting MiCollab NG PC client on new laptop/PC
Symptoms
The user will experience issues with MiCollab next gen PC client when using new PC/laptop using the latest Graphics card ‘Intel Iris Xe Graphics’.
The user will report either a white screen or screen freeze when launching the Micollab PC Client.
The screen does get drawn when the client window gets resized.
Environment
Micollab Next gen PC client
Micollab client
Cause
This is a known issue with the Micollab client using the latest Graphics card ‘Intel Iris Xe Graphics’ .
Resolution
Design provided a patch that was tested so far with Micollab rel 9.2 and Rel 9.1.

The fix will be provided in rel 9.3

You can download the patch from kms

Offline KRP

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #10 on: February 17, 2021, 04:09:05 PM »
thanks Sunspark for the update.

I am new to these forums, what is kms?

Offline sunspark

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #11 on: February 17, 2021, 05:09:35 PM »
Mitel knowledge management system.

If your are not vendor or mitel partners, you cant create an account to have access.

Offline jake32

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #12 on: April 22, 2021, 01:23:49 PM »
does anyone have access to this patch ?  I am having the same issues and am getting no where with support even acknowledging this issue exsists.

thanks !

Offline sunspark

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #13 on: April 22, 2021, 04:40:12 PM »
does anyone have access to this p|atch ?  I am having the same issues and am getting no where with support even acknowledging this issue exsists.

If you are a partner you have access.

thanks !

Offline jake32

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Re: Micollab Client 9.1.3.2.0.2 Blank page loading after installation
« Reply #14 on: April 23, 2021, 09:15:42 AM »

 thanks for the reply and sorry if these questions sound stupid but:

1) If I'm not a partner how do I obtain this patch, like I said Mitel is telling me they have no knowledge of this patch or problem.

2) If I am a partner where do i go to obtain this patch ?


 

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