Troubleshooting a hang when opening a report window on Windows
This article applies to users on Microsoft Windows only.
Issue #1
You are able to open and log into CDM+ without issue. However, when opening a report window, CDM+ hangs.
Issue #2
You are able to open and log into CDM+ without issue. However, when opening a report window you receive a warning from your antivirus software about a trojan, similar to the following:
Threat Prevented "C:\Windows...875317.vbs" was identified as a trojan and is now blocked.
Explanation
CDM+ reports can offer an option to send report output to Microsoft Excel. CDM+ is likely hanging trying to detect that installation.
CDM+ uses the following shell command to query the Windows registry for Excel:
req query "HKCR\Applications\Excel.exe"
However, the hang is not likely when running this command, but when invoking the system that runs commands in general.
First, CDM+ identifies the Temporary folder.
Next, CDM+ creates several files in the temporary folder, linked with a unique identifier:
File | Use |
---|---|
suran_script_wrapper[identifier].vbs | Executes suran_script_wrapper[identifier]2.vbs, optionally:
|
suran_script_wrapper[identifier]2.vbs | Creates a WScript.Shell and runs suran_script[identifier].bat in it |
suran_script[identifier].bat | Contains the command and writes the return code |
suran_script[identifier].out | Contains the command stdout and stderr |
suran_script[identifier].code | Contains the command return code |
CDM+ launches runs the shell command by invoking:
wscript.exe suran_script[identifier].bat
You can view this command and the output in the Application log.
If there is a hang, it is likely when running this set of commands.
Troubleshooting
The following files are designed to mimic running the Windows registry command the same way CDM+ runs the command.
suran_script_runner_example.zip\
To troubleshoot:
- Download the zip file
- Extract
- Open a command prompt
cd
into the suran_script_runner_example folder- Execute
run_command.bat
Troubleshoot what this command won't complete. Common issues might be:
- Security software blocking wscript
- Permissions issues writing these files