IO App Error

[Axay]

Hello Everyone, 

Recently, i upgraded my ctrlX Works app to the latestone which is 1.18. also i upgrade my CORE to the the 1.18 version. Now when i am going to open my IO app it shows below error.

if i click on No option its open but i can not add my slave devices because of the below error.

i already reinstall it twice and cleared cache data in program data folder but still its not working. 

it would be great if someone guide me further.

Thank you!

[georkueh]

Hello,

please add the setup log file to this issue. You can find it in the directory C:\ProgramData\Rexroth\PackageManager\Logs.

kind regards

[Axay]

Hello, 

i found multiple logfile there which one is useful for this issue?

Regards,

[cc2go]

please zip all to an archive and share.

[Axay]

Hello, zip file attached.

[georkueh]

Hi,

in a first step please dlete all th efiles in the folder "C:\ProgramData\AP\PlugInCaches" and start the software again afterwards.

Does this help?

kind regards

[Axay]

Hello, I did it again but still it is not working.

[HaRo · Accepted solution]

Hello togehter,

here's the same problem. I'm in contact with support hotline and they told me also to clear the cache. The problem still exists.

After this they asked for doing following steps: [Win] + [i] --> Apps --> Apps and features. Search for "runtime" and check version of "Microsoft Windows Desktop Runtime". It has to be version 3.1.32, which is already installed on my system.

Now I'm waiting for further information.

[Axay]

Hello, 

Thank you for the information.

I have Microsoft windows Desktop Runtime Version- 3.1.31. 

[HaRo]

Are you able to update your version and is IO Engineering working?

I tried different ways and mine installation is still not working. I think I'll receive a call back from support hotline for this issue today.

[Axay]

after update the desktop runtime, still error is there.

[HaRo]

Then we'll have to wait for further information from support. If I'll receive any information via telephone today I will share it here.

[Axay]

Good morning, 

Is there any Update?

[HaRo]

Sadly no. This morning I contacted support again via mail. I'll keep you up2date, if there are news

[HaRo]

Support hotline told me it could be possible a repair-installation might be helpful. They're still checking at their development...

If I haven't done, I should try to uninstall all ctrlX software and reinstall it...
Right now I'm doing a repair installation of ctrlX wrks.

[HaRo · Accepted solution]

I tried a repair-install: No success.

Then I removed all ctrlX software, restarted my PC and installed latest version: The issue still exists. Still waiting for further information from hotline.

[Axay]

Hello, 

i did repair before twice and reinstall complete ctrlX setup three times but problem is still there.

[georkueh · Accepted solution]

Hello,

in a next step we need some more detailled data. There's a tool called DebugView that records the current activities when running a program. The tool is provided by Microsoft and can be downloaded here (DebugView - Sysinternals | Microsoft Learn) . Please install it.

1. Then please delete the plugin cache one more time
2. Start DebugView 
3. Start ctrlX IO Engineering
4. After the error has been occurred, please select the "Save" option within DebugView and add the file here.
5. Additionally please create a systemreport, provided by ctrlX WORKS (via the ? icon) and add it here.

kind regards

[HaRo]

I sent a mail to support hotline with necessary data

[Axay]

Hello,

Here I attached both report.

Regards,

[georkueh]

Hello,

we found out that there are some problems regarding the installation of the .net 4.8package, that is included within the ctrlX WORKS installation. So please install the package by yourself. You can download it from https://download.visualstudio.microsoft.com/download/pr/2d6bb6b2-226a-4baa-bdec-798822606ff1/8494001....

Afterwards clear the plugin cache one more time and start ctrlX IO Engineering. If  already installed you do not need reinstall the ctrlX software again.

Please give us feedback in any case!

[HaRo]

I can't install it. Do I have to uninstall it before?

[Axay]

Hello, 

even i have the same error when i am trying to install DOTNET FRAMEWORK.

error is same as @HaRo.

[HaRo]

Here are also my logfiles.

[georkueh]

Hello,

thanks for your feedback. Currently we're checking the logfiles.

kind regards

[Axay]

Hello,

Is there any update?

[HaRo]

Last friday I had a phone call (1 hour) with a guy of development department. After 1h of trying different things he wasn't able to find a solution. His plan was to talk with colleagues and since then I'm also waiting for further information. 

[HaRo]

Hello,

today I installed v1.20 - now I can open I/O Engineering without any problems.
I'll test the connection to a ctrlX core and make an I/O-configuration.

[Axay]

Hello, 

Thank you for the information.

i am still facing the same error in the version 1.20 as well.

[HaRo · Accepted solution]

Hey,

two days ago I had a online meeting with guys from software development. We found an "error" at my system:

The problems are caused by user admin rights and maybe some wrong settings in windows UAC.

We cleared the cache data (with admin rights), then we changed my user-account to a standard-user. After a reboot and starting of I/O Engineering everything went well.

So maybe you should delete the cache, change your account to a standard-user. Restart your PC and try to open I/O Engineering.

The both guys told me they wanna check this issue internally. They also wanna make a FAQ and a posting here in forum. I think they'll also post a "offical solution".

[Axay]

Hello @HaRo,

Yes, you are right.

I did the same after the consultation from software devvelopment team. this is the right solution for this types of error.

Thanks &  Regards,

Axay Chodavadiya