Cannot enter 1C:Enterprise mode

Hello,

We have a main computer and two clients (working in file mode). Clients working without any problem, everything allright. On main computer there is a problem started ext week, we can not enter to 1C:Enterprise mode - it freezes on the stage of entering -  (in processors it says "NOT RESPONDING"). But there is no any problem with entering Designer mode.

What we have tried:

- "Verify and Repair" option,

- Tried different platform versions (8.2.17.157, 8.3.4.365) (clients are always using the same with main computer version of platform),

- Tried to creare new empty database,

- Tried to reinstall platform: used a cleaner program after uninstallation and reinstallation, tried to download the platform from different resousces.


We think that it can be a kind of virus, but before formatting the computer, we wanted to ask if you know the problem, or maybe someone have faced with same problem.

Attached Files

Download lzq12p.jpg (83.01 KB)

Hello, Stanislav,

Please answer the following questions:
As I understand, the problem does not depend on the configuration. An empty infobase does not start too, is it?
Does the main computer has the same antivirus as clients?
Does the application start with disabled antivirus?
Does the application start Debug mode from Designer mode?

Hello Sergey,

Yes, empty infobase also not starts;
There is no any antivirus programs on main computer (because of this I think that it can be a virus);
Application does not start from Designer in debug  mode also.

OK, the issue is pretty complicated so let's start from the beginning.

What operating system does the computer run? If it's Windows, check out whether Internet Explorer is installed. The 1C:Enterprise platform required IE to be installed when runs on Windows.

Sergey,
Operating system is Windows, Internet Explorer also installed

Stanislav,

Step two. Licenses.

Do you have dongles or software licenses?
Do you get license via network? As a quick test try to start the application with firewall disabled.

Could you share your dump file with us?
Also it would be great if you provide us Windows built details: version and number.

Hello Sergey,

We don't use licenses via network - On a main computer and one of clients we have dongle, on second client we use software license.

Tried to disable firewall also, didn't help.

On a main computer we use Windows 8:

Attached Files

Download gLPnkO.png (33.24 KB)

Hello, Stanislav,

Check with the Aladdin software whether the dongle is available on this computer.

Sergey,

Aladdin is installed, we tried to reinstall it also.

Stanislav Trofimov,
I think the best way to figure out what's going on - provide here technological journal.
Copy attached file logcfg.xml into "C:\Program Files (x86)\1cv8\conf" or "C:\Program Files (x86)\1cv82\conf".
Then run 1C and wait couple minutes.
Next add to archive whole directory "C:\temp1c" and upload it here please.

TJ contains only technical information and does not contain any personal or commercial data.

Stanislav,

To investigate the issue we need you to dump 1C process after it has frozen.

Please follow these steps:
1. Download and unpack the following zip archive on the affected computer.
2. Reproduce the issue (i.e. make 1C:Enterprise freeze).
3. Open Task Manager, find the 1C:Enterprise in the list or processes and look up its PID (process ID).
4. Run Windows command prompt, change a directory to procdump.exe location and execute the following command: "procdump.exe -ma <PID> <file name>", where <PID> is frozen 1C process's ID and <file name> is the arbitrary file name.

Procdump will unload the 1C process and create its full dump in <file name> you specified. Please, publish the dump on any cloud (dropbox, for instance) and give us a link.

Hopefully it will be enough for us to find the solution.