Firetrust Support Forums

I'm running MW7 on a dedicated mini PC to help a relative with spam control. A couple of times, recently, it has become apparent that MW7 is not running. The PC did not reboot, so it is not a failure to start after reboot.

How can I figure out why MW7 is sometimes suffering from a shutdown/crash ?

cheers
Doug

Hi Doug,
Yes, possibly it is crashing, unfortunately it wont reboot by itself without setting up some sort of script or third party software that restarts apps if they close...

Maybe something like what's described here?
https://stackoverflow.com/questions/934 ... in-windows


However, check under Help>>About to see if you are using 7.15.20, if not, update from here first:
https://25fc482ddf92aa413bac-f38e90dc86 ... _15_20.exe

If no better, can I please have some logs as per below directions:

- Use MWPro until it crashes and restart it.
- Click Help>>Send Support Logs.
- Write a note referring to this post (copy/paste the link from the address bar in your web browser)
- Click "Send Logs"

Then, reply to this to let me know the logs have been sent in case they do not arrive for any reason...

Thanks,
Yes, it is up to date MW7 (7.15.20) that shut down so I sent the logs and referred to this thread.

Thanks,
Doug

Thanks Doug, very sorry but no, no logs were received..... no problem though, we'll use another method to get these....

First, open MWPro, click Help>>User Files
Double click the 'autosupport.eml' file that shows there,
Forward this to support at firetrust dot com INCLUDING the 3 zip file attachments.

Thanks!

Hi,
The PC running MW7 is pretty much dedicated for only this task, so it doesn't have email configured. So, I found the log files and included them in an email sent from a different machine.

Thanks
Doug

Great, thanks for those logs Doug... and yes, the only error in the logs is this:

12/21/2024 11:00:26 AM ERROR: API is null - Message not logged=Browser process failed. Reinitializing.

Possibly something is amiss with the edge webviewer2 app which MW uses to display web pages and html content etc...

Try running a repair on this from edge under:

Start > Settings > Apps > Installed Apps > Microsoft Edge > Modify > Repair

See if that helps.....?

Thanks. I've repaired Edge, which seems to result in a reinstall. Let's see what happens.
Things have been fine for most of a week anyway, so I'm guessing the problem required an unusual set of circumstances. As you say, let's see what happens.
Thanks, Doug

No problem Doug, hopefully all OK now, however if you find you still have issues, try reinstalling the actual webviewer app also..

https://go.microsoft.com/fwlink/p/?LinkId=2124703