Problem when launching the application

BBKay · 29 June 2023 18:36

Do you want to: Ask a how-to question
OS version: Windows 10 home x64
App version: 7.4
Downloaded from: ONLYOFFICE website

I launch the application, I click, for example, create a document and that’s it. Controls do not appear, the application hangs. Screenshot attached:

What to do?

DavidRGreen · 1 July 2023 12:39

Hi @BBKay,
Welcome to the wonderful world of OnlyOffice (OO) !

Have you tried opening an existing document with OO? This may help the technical support people in determining if the issue is related to other documents, or the blank templates.

Have you looked in the Event Log for any entries associated with OO?
There may be something there…
If you haven’t used that before, it can be a little daunting.

A quick way to start it would be to press the Win button on your keyboard, or click the start button, and then type “EVE”, and “Event Viewer” should show up on the right-pane of the start menu. Click on that application.

In the left pane, open up Windows Logs, and click on Application. The pane to the right shows “events” in reverse chronological order. Anything with a “Level” of “Error” or “Warning” may be of interest if the “Source” entry is for OnlyOffice, at the time when you attempted to use OO.

Failing that, there is always the option of Uninstall / Download again / Install.
And not forgetting the world famous “Have you turned it off and on again?”

The support people here will need more information to go on to help diagnose the issue.

/David…

BBKay · 1 July 2023 22:36

Hi.

It doesn’t matter if I open an existing document or create a new one, the result is the same.

There is an error in the event log when starting the application, but the description is not informative:

Of course, I tried to reinstall the application in various ways, the result is the same.

If you need to throw off the info from somewhere else, tell me, I’ll throw it off.

Has no one had such problems?

DavidRGreen · 1 July 2023 23:22

Hopefully that will help diagnose the issue. Trying to find some meaning from those error codes may be a starting point. That should help the technical support people, and they may even recognise the issue from the codes.

But, that’s a little out of my scope I’m afraid.

BBKay · 2 July 2023 09:10

I tried. There are many errors with similar codes, and they appear in different cases and with different applications. I haven’t found a specific solution yet.

And it seems to me that no one from technical support looks here. I wrote to them, they answered that they do not support individuals and said to try to ask on the forum =).

DavidRGreen · 2 July 2023 10:05

… all I can suggest is a little patience.
It’s a forum. There are a lot of active posts. And a limited number of people to address this forum.
I’ve logged a few tickets here, and some have been addressed, and OO has been updated as a result.
I did Google your 3544 error code, which came up as a Microsoft Access Database error, which, at least to me alludes to a data file access issue, and the page I saw had a list of 7 or so potential fixes, one that stuck to mind was ensuring the .net runtime libraries were up to date, another was video driver updates.

That last one sounds a bit weird, but for some reason, video hooks in really deep into the OS, as does File I/O, so when they go awry, really bad things can happen.

But anyway, all I can suggest at this stage is make sure the .net, and maybe the C runtime libraries are up to date, and maybe check on the video driver too.

BBKay · 2 July 2023 14:07

I missed this moment, probably I was looking for the wrong error code. I’ll try, thanks.

Alexandre · 5 July 2023 08:58

Hello @BBKay
Sorry for the late reply. If the issue still persists, please try to remove contents of this folder from your PC: C:\Users\User\AppData\Local\ONLYOFFICE\DesktopEditors\data\cache
After that please re-install desktop editors and re-check the situation.
If it doesn’t help, please enable debug mode > reproduce the situation and send us screenshots of any error entries in ‘Console’ tab.
How to enable debug mode on Windows: ONLYOFFICE Api Documentation - Debugging

P.S. @DavidRGreen Thank you for your efforts. I am very happy when I see that the community members help each other.

BBKay · 5 July 2023 20:03

Hello @Alexandre.
I did everything as you wrote, no result. It still hangs when you try, for example, to create a document.
Tried to run in debug mode. There are no errors in the console.
And hangs in the same case.
Starts to load the processor, then just does not respond.
In the events, Windows writes that it has stopped interacting and has been closed. In this form, it will probably be easier for you to navigate:

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
  <Provider Name="Application Hang" /> 
  <EventID Qualifiers="0">1002</EventID> 
  <Version>0</Version> 
  <Level>2</Level> 
  <Task>101</Task> 
  <Opcode>0</Opcode> 
  <Keywords>0x80000000000000</Keywords> 
  <TimeCreated SystemTime="2023-07-05T19:40:42.8905648Z" /> 
  <EventRecordID>50630</EventRecordID> 
  <Correlation /> 
  <Execution ProcessID="0" ThreadID="0" /> 
  <Channel>Application</Channel> 
  <Computer>BBKayHP</Computer> 
  <Security /> 
  </System>
- <EventData>
  <Data>editors.exe</Data> 
  <Data>7.4.0.163</Data> 
  <Data>8bc</Data> 
  <Data>01d9af788b5d5b96</Data> 
  <Data>4294967295</Data> 
  <Data>C:\Program Files\ONLYOFFICE\DesktopEditors\editors.exe</Data> 
  <Data>d4281bce-b3a2-45a8-a423-ebc28bd5edfc</Data> 
  <Data /> 
  <Data /> 
  <Data>Cross-thread</Data> 
  <Binary>430072006F00730073002D00740068007200650061006400000054006F00700020006C006500760065006C002000770069006E0064006F0077002000690073002000690064006C00650000000000</Binary> 
  </EventData>
  </Event>

I don’t know where else to look for errors, tell me, I’ll post it.
Updating drivers and .NET Framework did not help.

BBKay · 5 July 2023 20:04

BBKay · 5 July 2023 20:04

BBKay · 5 July 2023 20:05

BBKay · 5 July 2023 20:07

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
  <Provider Name="Windows Error Reporting" /> 
  <EventID Qualifiers="0">1001</EventID> 
  <Version>0</Version> 
  <Level>4</Level> 
  <Task>0</Task> 
  <Opcode>0</Opcode> 
  <Keywords>0x80000000000000</Keywords> 
  <TimeCreated SystemTime="2023-07-05T19:40:44.6960900Z" /> 
  <EventRecordID>50631</EventRecordID> 
  <Correlation /> 
  <Execution ProcessID="0" ThreadID="0" /> 
  <Channel>Application</Channel> 
  <Computer>BBKayHP</Computer> 
  <Security /> 
  </System>
- <EventData>
  <Data>2229736988537668214</Data> 
  <Data>5</Data> 
  <Data>AppHangB1</Data> 
  <Data>Нет данных</Data> 
  <Data>0</Data> 
  <Data>editors.exe</Data> 
  <Data>7.4.0.163</Data> 
  <Data>64852b14</Data> 
  <Data>ebf0</Data> 
  <Data>67262464</Data> 
  <Data /> 
  <Data /> 
  <Data /> 
  <Data /> 
  <Data /> 
  <Data>\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE6AC.tmp.WERInternalMetadata.xml</Data> 
  <Data>\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Critical_editors.exe_1f45bb369e8e7fc78f4d8b89d5b186d24819eb16_36a60186_2389dc9f-75be-4f9d-83fd-4a9508042abe</Data> 
  <Data /> 
  <Data>0</Data> 
  <Data>d4281bce-b3a2-45a8-a423-ebc28bd5edfc</Data> 
  <Data>268435456</Data> 
  <Data>38f16023c5e70657cef19dfa38564276</Data> 
  <Data>0</Data> 
  </EventData>
  </Event>

BBKay · 5 July 2023 20:07

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
  <Provider Name="Windows Error Reporting" /> 
  <EventID Qualifiers="0">1001</EventID> 
  <Version>0</Version> 
  <Level>4</Level> 
  <Task>0</Task> 
  <Opcode>0</Opcode> 
  <Keywords>0x80000000000000</Keywords> 
  <TimeCreated SystemTime="2023-07-05T19:40:42.8795639Z" /> 
  <EventRecordID>50629</EventRecordID> 
  <Correlation /> 
  <Execution ProcessID="0" ThreadID="0" /> 
  <Channel>Application</Channel> 
  <Computer>BBKayHP</Computer> 
  <Security /> 
  </System>
- <EventData>
  <Data /> 
  <Data>0</Data> 
  <Data>AppHangB1</Data> 
  <Data>Нет данных</Data> 
  <Data>0</Data> 
  <Data>editors.exe</Data> 
  <Data>7.4.0.163</Data> 
  <Data>64852b14</Data> 
  <Data>ebf0</Data> 
  <Data>67262464</Data> 
  <Data /> 
  <Data /> 
  <Data /> 
  <Data /> 
  <Data /> 
  <Data /> 
  <Data>\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Critical_editors.exe_1f45bb369e8e7fc78f4d8b89d5b186d24819eb16_36a60186_2389dc9f-75be-4f9d-83fd-4a9508042abe</Data> 
  <Data /> 
  <Data>0</Data> 
  <Data>d4281bce-b3a2-45a8-a423-ebc28bd5edfc</Data> 
  <Data>4</Data> 
  <Data /> 
  <Data>0</Data> 
  </EventData>
  </Event>

Alexandre · 10 July 2023 15:47

Thank you for provided data, we are checking the situation.

Alexandre · 11 July 2023 08:02

Hello @BBKay
Please provide us with contents of this folder: %LOCALAPPDATA%\ONLYOFFICE\DesktopEditors\data\fonts\

Additionally, please let us know when the issue arose. Did it occur on the first day of installation or after the app update process?

Also, please let us know your exact Windows version and your PC hardware.

BBKay · 11 July 2023 18:36

Hello @Alexandre
The problem arose immediately after installation, I never managed to use this software.

PC specifications:
AMD Ryzen 5 5500U, 8Gb RAM, 512Gb SSD
Windows 10 Home x64 22H2, OS Assembly 19045.3155

What information still needs to be provided?

BBKay · 11 July 2023 18:36

The contents of the Fonts folder:

Alexandre · 13 July 2023 15:33

Thank you for provided data.
%LOCALAPPDATA%\ONLYOFFICE\DesktopEditors\data\fonts\ - this folder is empty. Did you perform any actions with this folder (contents removing) or was it empty when you checked it?

Also please clarify if you can provide a remote access to your PC, so we can check out the situation on the spot. If so, please contact me via PM.

BBKay · 13 July 2023 18:23

Hello @Alexandre
I didn’t do anything with the folder, it was empty when I checked it, in general I climbed there for the first time.

You can try with remote access, but only on Sunday after 12:00 (12 am) Moscow time.