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:

CODE

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: With elevated privileges Waiting for the code file to exist
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:

CODE

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