ASG crashes after logging off 2008 R2 Server

[tgosny]

Hello

we are on ASG 2016 P3 now, and I get repots from my colleagues that ASG crashes from time to time. Personally, I encountered this very rarely, but I mostly connect to 2012 R2 machines by RDP. Talking to my colleagues showed that they use more frequently connections to Server 2008 R2 machines.
Regarding to their input the crash occurred after logging off from one of theses machines. After the crash, ASG remains unusable.

Since we use ASG RD on Citrix Xenapp 7.8, the users have to logoff their sessions and start again.
Review of eventlogs showed nothing of interest.

Someone can confirm this behavior or got an idea what may be the underlying cause?

Thanks and regards

Thorsten

[thenew3]

I've had the same issue with ASG RD from 2015 and newer. All versions, All patch levels. Not just with 2008 R2 but with any RDP session (2008/2008R2/2012/2012R2/win7/win8.1/win10).

It doesn't happen every time, it happens about once a day where if you logoff a session, it hangs ASG. You just have to into task manager and kill the ASG process, then you can start a new ASG RD instance. and you'll have to reconnect to all the sessions you had open.

I've had this issue for a few years and on multiple workstations (win 7, win 8.1, win 10). Hoping each new patch released will fix this issue but so far no luck.

[Michael Scholz]

Hi and thanks for your feedback !
Hmm.. I think we recently implemented a fix that affects closing connections but you wrote that hangs do happen with Patch3 !? We have to investigate here so the more info we get the better:
can you provide some event-logs from windows or do you have any error logs from ASG-RD ? Possibel that this effect is environment specific because it's not a common effect as far as I know.
Thanks for your help !
best regards,
Michael

[thenew3]

Ok it crashed again today when logging off a windows 2012 R2 server RDP session. Here's what's in the windows application logs. Running ASG on a windows 8.1 machine.

Log Name: Application
Source: Application Hang
Date: 11/4/2016 10:38:30 AM
Event ID: 1002
Task Category: (101)
Level: Error
Keywords: Classic
User: N/A
Computer: T716A909P
Description:
The program ASGRD.exe version 9.0.5385.0 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.
Process ID: 1c70
Start Time: 01d236a29b43ac05
Termination Time: 19
Application Path: C:\Program Files (x86)\ASG-Remote Desktop 2016\ASGRD.exe
Report Id: 7cae619f-a2b5-11e6-82e8-34e6d758c2d8
Faulting package full name:
Faulting package-relative application ID:

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Hang" />
<EventID Qualifiers="0">1002</EventID>
<Level>2</Level>
<Task>101</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-11-04T17:38:30.000000000Z" />
<EventRecordID>78329</EventRecordID>
<Channel>Application</Channel>
<Computer>T716A909P</Computer>
<Security />
</System>
<EventData>
<Data>ASGRD.exe</Data>
<Data>9.0.5385.0</Data>
<Data>1c70</Data>
<Data>01d236a29b43ac05</Data>
<Data>19</Data>
<Data>C:\Program Files (x86)\ASG-Remote Desktop 2016\ASGRD.exe</Data>
<Data>7cae619f-a2b5-11e6-82e8-34e6d758c2d8</Data>
<Data>
</Data>
<Data>
</Data>
<Binary>55006E006B006E006F0077006E0000000000</Binary>
</EventData>
</Event>

[DevOma]

As in most cases of an application crash the log do not offer the information we need - we only see that the application itself "crashes" without any error handling - and that's only happening when the ActiveX-Control causes the crash - then it will kill the whole application without any useful information.

There is no chance from development to debug this. I know these issues but we do not know how to prevent...

[thenew3]

So what your saying is this is a known bug but there is no way to fix it?

[DevOma]

It's not really a known bug - but it happens for "some customers"... The problem is that is not really "reproducible" - so I can open a Support Request at Microsoft - the first thing that they will ask - what is the environment and what the parameters we can reproduce this issue - and I can't tell them - then we could try to make dump snapshots of the application - but if you do not really know when it will happen you need very much disk space to record all stuff these tools will collect. Then a specialist could try to read the dump and try to find the piece of code that crashes. And if that would be really one specific code piece we could ask in Redmond what to do - so we have to report how much customers, how often, sales volume, what we did else to prevent... I know these procedures - and then MS will decide if anybody tries to find a solution...

We had an issue with Win10 Anniversary Update - and it took 3 months to fix a small error in communication between two MS components... but we could reproduce and we had a lot of customers that have this problem...


I would like to find a fix for those problems - but at the moment I don't see a way to do this...

[tgosny]

It's not really a known bug - but it happens for "some customers"... The problem is that is not really "reproducible" - so I can open a Support Request at Microsoft - the first thing that they will ask - what is the environment and what the parameters we can reproduce this issue - and I can't tell them - then we could try to make dump snapshots of the application - but if you do not really know when it will happen you need very much disk space to record all stuff these tools will collect. Then a specialist could try to read the dump and try to find the piece of code that crashes. And if that would be really one specific code piece we could ask in Redmond what to do - so we have to report how much customers, how often, sales volume, what we did else to prevent... I know these procedures - and then MS will decide if anybody tries to find a solution...

We had an issue with Win10 Anniversary Update - and it took 3 months to fix a small error in communication between two MS components... but we could reproduce and we had a lot of customers that have this problem...


I would like to find a fix for those problems - but at the moment I don't see a way to do this...

Not very satisifying at all, it is impacting our business and frustrates the users. If oyu can'r reproduce it - our users would gladly work with MS to sort this out, so please go ahead and open a ticket with MS. We paid for MS Software and ASG RD, someone should support.

Typical error that we receive:

 A problem caused this program to stop interacting with Windows.

Problem signature:
  Problem Event Name:    AppHangB1
  Application Name:    ASGRD.exe
  Application Version:    9.0.5385.0
  Application Timestamp:    57ecbb01
  Hang Signature:    f605
  Hang Type:    134217984
  OS Version:    6.3.9600.2.0.0.16.7
  Locale ID:    2055
  Additional Hang Signature 1:    f60521addff14463b4195da3f7a3f16c
  Additional Hang Signature 2:    1f81
  Additional Hang Signature 3:    1f8179fc16dc9de091668a90a2ec3049
  Additional Hang Signature 4:    f605
  Additional Hang Signature 5:    f60521addff14463b4195da3f7a3f16c
  Additional Hang Signature 6:    1f81
  Additional Hang Signature 7:    1f8179fc16dc9de091668a90a2ec3049


Any useful in there?

Regards

Thorsten

[DevOma]

Ok, I will ask my MS dev support how we can go on...

[tgosny]

Ok, I will ask my MS dev support how we can go on...

Hi Oliver

just wan to know if there has been any outcome from your request to MS support. Users keep complaining - problem is that for me this issue occurs on very rare occasion, but my colleagues seem to have this on a daily basis.

Would be really great to get this sorted out.

Thanks and regards

Thorsten

[DevOma]

Sorry, forgot to trigger that issue - have done it again today and wait for response...