Ticket #804 ( Pending Customer )

Short Description Screensurfer dies on server
Entered By: dmerritt@totsol.net When: 2001-06-14 09:53:35 Build: 3.0
Categories Type: Problem   Department: Product   Category: Not Categorized
We are running Screensurfer on our production server and on 
7 seperate occasions, it has terminated and gave the 
following error on the ServerError Log:

"The Screensurfer service terminated unexpectedly.  It has 
done this 1 time(s).  The following corrective action will 
be taken in 0 milliseconds: No action."

Screensurfer is set to Automatically restart, but this is 
not occurring.  Any corrective measures would be 
appreciated in resolving this issue.  While testing our 
application on the test server this did not occur.  Now in 
production, this is causing major problems for our 
CallCenter's performance.

Thanks and I appreciate any assistance available.

Append By: WindSurfer  When: 2001-06-14 11:04:22  New Status: Pending Customer
First, do you have "Catch Program Exceptions" set ON in the 
Admin Console?  For production environments this should 
always be ON to protect against script-based errors.

Second, is there a \winnt\drwtsn32.log file being generated 
that you can send to surfer@ie.com, so we can analyse the 
reason for the crash.

Third, we have identified a significant memory heap issue 
with later builds of V2 and V3 that we have fixed--this 
affects sessions that have been stopped/exited, then 
restarted and when long text variables (>200 characters) 
are defined in the system.  The drwtsn32.log file would 
help us identify if this is causing your instability.
Append By: WindSurfer  When: 2001-06-14 12:03:43  New Status: Pending Customer
Looking at the log, the last entry was for May 16 that was 
a Screensurfer crash...but it did indicate heap corruption 
that is indicative of this particular error.  Can you 
verify that the drwtsn32.log file is from the same machine--
also, if there may be an alternative trap recorder active 
on that server which may be catching these traps and 
recording it somewhere else.

Seems like perhaps drwtsn32 isn't the active "trapper"...

In any case, we can provide a build that includes a fix for 
the heap corruption problem...

While we generally recommend the "latest/greatest" build, 
to facilitate activation in your production environment, we 
can patch a specific build--can you provide the specific 
build that is executing on your production server?
Append By: dmerritt@totsol.net  When: 2001-06-14 15:26:51  New Status: Pending IE
This is the only drwtsn32.log file found on the server that 
Screensurfer is crashing on.  I also did not locate any 
other type of trapper.  A build with the fix for the heap 
corruption would be greatly appreciated.  The latest build 
on this server is Surf3_0I.exe 
Append By: WindSurfer  When: 2001-06-14 15:47:22  New Status: Pending Customer
OK, we are e-mailing you a new build of V3--also, please 
run the following command:


This should load the interactive DrWatson interface, which 
would enable you to re-activate it, as it seems like 
perhaps it is not active...
Append By: dmerritt@totsol.net  When: 2001-06-18 09:36:16  New Status: Pending IE
Good Morning,

We are experiencing major problems with Screensurfer 
terminating without a reason.  One of my developers 
submitted ticket #807 for a fix for the build you zipped to 
me.  With both of these builds in place, Screensurfer 
continues to be unstable. IF you could please provide some 
sort of assistance, it would definitely be appreciated.  
Whether it be someone on site here to evaluate or you may 
suggest something else.  We really need to resolve this 
issue. You can reach me at 706-649-4075.

Thanks for your time,
Software Development Manager
Denise Merritt