FNL_ENG (Customer) asked a question.
This is an email I sent to tech support this morning. Posting here to see if others have a similar issue or maybe can point me in the right direction.
Recap of what my issue is. I was using v4.5 and had started playing with the UDI feature. I developed a UDI and noticed that I had a INT16 tag that I was using for fault bits. Bit 1 was one fault, bit two was a different fault, and so on. When I viewed bit of word in dataview using the simulator to test the code it displayed the bit of word as Fault:1:1, Fault:2:2, etc. I called in to tech support, but I also figured that the first suggestion was going to be to load the latest software. I downloaded and installed v4.6. Later I needed to get online with one of my customers remotely. That customer is running on v3.10.2.1 and there is no desire to update the version for them. I have several versions running on my laptop for this reason. When I tried to start v3.10.2.1 it displayed the splash screen and stopped there. All the other versions did the same. V4.6 would run. In its current state with only v3.10 and v4.6 installed, only v4.6 will run.
I tried restarting my laptop. I tried uninstalling v3.10 and reinstalling from the original zip file when I downloaded it in like 2021. I eventually uninstalled all versions and reinstalled v3.10 and still not working. I restarted and or did a hard reboot after the uninstalls and after the install, before trying to start v3.10
I am still having trouble getting anything other than V4.6.1.7 to run. When I start the application the splash screen comes up, but then that’s it. I started it yesterday afternoon before I left for the day. The splash screen is still up. Normally it should move to the step where I would choose a file to open.
A couple of observations:
- When I installed v3.10.2.1 it installed in program files (x86) a swell as the ADClvm file
- When I installed v4.6.1.7 it wanted to install in program files. I changed it so it installed in program files (x86). The ADClvm file installed in program files. I had an ADClvm file that was empty in program files (x86). This very well could have been from one of the earlier attempts to reinstall the software.
- I’m wondering if the install of v4.6 made a registry change that affected v3.10 and the other versions as well. However, I think that whatever registry change might have caused the issue should have been overwritten when I reinstalled v3.10, maybe not.
- I looked at the configuration file that is in the folder where the application is and compared it to the lib folder and the files that are called out in the config file are all in the lib folder.
- I think of all the ways we use the software, this is probably the most common among users; to install multiple versions to more easily service machines running on older versions without having to update. Much easier than ABs requirement to useVMs to install multiple versions.
What can I look at to try to troubleshoot this? I think I need help beyond the phone tech support. I need this help quickly because I am unable to help my customer until this is resolved.
Take a look at your Instructions List in v4.5 or v4.6 and see if there are any instructions like UDI that you've added to Favorites from versions released after v3.10; if you find some there, e.g. UDI instruction, then remove it from the Favorites category of the Instruction List.
After removing from the Favorites category, then see if v3.10 will open up as expected.
If this doesn't help, then please look in the following folders to send us some log files the may help track down the issue. The log files can be found in a hidden folder along the following directory path for each version of the software installed similar to this path, "C:\ProgramData\AutomationDirect\Productivity Suite 3.10.0.17\log" with the files being AdcConsole.txt.0 and AdcConsole.txt.1