What do you do?
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
Crash dumps and Remote debugging are two options you have.
Regards, Nish
Nish’s thoughts on MFC, C++/CLI and .NET (my blog)
C++/CLI in ActionFly on your way like an eagle Fly as high as the sun On your wings like an eagle Fly and touch the sun
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
Give your machine to the client.
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
Richie308 wrote:
When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it?
My first thought when this happens to me is that it's a threading issue. Take a look at the points in which the threads in your app interact and make sure you've used judicious locking where necessary, i.e. make sure the threads aren't messing with the same data at the same time thus corrupting it.
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
Software problems: Burn incense. Sacrifice chickens. Hardware problems: Burn incense. Sacrifice goats. Management problems: Burn incense. Sacrifice managers.
Author of The Career Programmer and Unite the Tribes www.PracticalStrategyConsulting.com
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Crash dumps and Remote debugging are two options you have.
Regards, Nish
Nish’s thoughts on MFC, C++/CLI and .NET (my blog)
C++/CLI in ActionFly on your way like an eagle Fly as high as the sun On your wings like an eagle Fly and touch the sun
Do you happen to know if the VS remote debugger works across the internet? It doesn't specifically say in the docs. It says only "Across domains" which I'm not sure is the same thing.
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
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Do you happen to know if the VS remote debugger works across the internet? It doesn't specifically say in the docs. It says only "Across domains" which I'm not sure is the same thing.
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
Richie308 wrote:
Do you happen to know if the VS remote debugger works across the internet? It doesn't specifically say in the docs. It says only "Across domains" which I'm not sure is the same thing.
I think you'd have to ask the client to allow you to VPN in to their network. I don't think it would work over the Internet - specially since I assume your client would have appropriate proxies and firewalls in place.
Regards, Nish
Nish’s thoughts on MFC, C++/CLI and .NET (my blog)
C++/CLI in ActionFly on your way like an eagle Fly as high as the sun On your wings like an eagle Fly and touch the sun
-
I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
Logging, logging, and more logging. In my main product (see .sig) I put in lots of logging just in case some critical part blows up. And since the app deals with IE and network communication - two areas that are susceptible to errors - it's really come in handy many times. We can ask the customer to send us a log (the log is encrypted, but they can click a button and it's zipped up into a CAB file on their desktop that they mail us) and many times that gives us enough info to provide a fix, or at least an explanation and a workaround. It does take extra work to do the logging, but it's like comments - if you write the logging at the same time as the "real" code, it ain't bad.
--Mike-- Visual C++ MVP :cool: LINKS~! Ericahist | PimpFish | CP SearchBar v3.0 | C++ Forum FAQ Ford, what's this fish doing in my ear?
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
Yeah, as Michael said it's pretty much something you have to plan for in advance. Our app has a debug mode that can be set by the end user in the config file and it will log everything that goes on of any consequence. I remember going through the phase your going through many years ago, once you have a very large user base these kinds of things are much easier to diagnose and after a few years inevitably they are something oddball on the computer that is failing. In a very serious case where it's important and you really need to get it going I would not at all hesitate to arrange with the end user to have a courier pick up the computer and bring it back to your shop, that's not out of the question in some situations. If you don't have serious logging in place I would not trust at all what the client is telling you, not because they are malicious necessarily, they just don't have an eye for detail like a programmer does and often miss out on critical things when relating to you what's happening. This is where you should consider something like CoPilot[^] It's dead easy to set up a session, nothing special is needed and you can walk through it with them and see exactly what's happening as well you can examine the machine in detail for yourself. We use that product all the time for sticky situations where it's difficult to communicate with the end user or they require extra help to set something up.
"110%" - it's the new 70%
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
The old standby: LUser Error.
¡El diablo está en mis pantalones! ¡Mire, mire! Real Mentats use only 100% pure, unfooled around with Sapho Juice(tm)! SELECT * FROM User WHERE Clue > 0 0 rows returned Save an Orange - Use the VCF! VCF Blog
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
You must rely on mini-dumps. They have worked great for me for last 6 years. I hope that you build the release module with symbols and that you store the symbols for each release. Once you get the mini-dump back you can analyze it on the development machine. You can also rely on logging, but I have not found that as effective as mini-dumps. In fact all my applications generate mini-dumps when they crash and I have a special setting to generate mini-dump with full memory. I think XP and Vista automatically generate a mini-dump file. All you need to do is to have symbols ready. But I need to verify this. I am planning on an extensive article that relates to mini-dumps, symbol servers and remote debugging. Your post motivates me to think that I need to start working on it. In the mean time look at this excellent article: http://www.codeproject.com/debug/postmortemdebug_standalone1.asp[^]
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Software problems: Burn incense. Sacrifice chickens. Hardware problems: Burn incense. Sacrifice goats. Management problems: Burn incense. Sacrifice managers.
Author of The Career Programmer and Unite the Tribes www.PracticalStrategyConsulting.com
Ok, that get's a 5...
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You must rely on mini-dumps. They have worked great for me for last 6 years. I hope that you build the release module with symbols and that you store the symbols for each release. Once you get the mini-dump back you can analyze it on the development machine. You can also rely on logging, but I have not found that as effective as mini-dumps. In fact all my applications generate mini-dumps when they crash and I have a special setting to generate mini-dump with full memory. I think XP and Vista automatically generate a mini-dump file. All you need to do is to have symbols ready. But I need to verify this. I am planning on an extensive article that relates to mini-dumps, symbol servers and remote debugging. Your post motivates me to think that I need to start working on it. In the mean time look at this excellent article: http://www.codeproject.com/debug/postmortemdebug_standalone1.asp[^]
Thank you very much for this information! I think this is the course I will follow. Does the binary that I ship to the client need to have symbols for the dump to work correctly, or do I just need the symbols on my machine?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
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Logging, logging, and more logging. In my main product (see .sig) I put in lots of logging just in case some critical part blows up. And since the app deals with IE and network communication - two areas that are susceptible to errors - it's really come in handy many times. We can ask the customer to send us a log (the log is encrypted, but they can click a button and it's zipped up into a CAB file on their desktop that they mail us) and many times that gives us enough info to provide a fix, or at least an explanation and a workaround. It does take extra work to do the logging, but it's like comments - if you write the logging at the same time as the "real" code, it ain't bad.
--Mike-- Visual C++ MVP :cool: LINKS~! Ericahist | PimpFish | CP SearchBar v3.0 | C++ Forum FAQ Ford, what's this fish doing in my ear?
Thanks for your advice. I will see about implementing some logging.
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
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Thank you very much for this information! I think this is the course I will follow. Does the binary that I ship to the client need to have symbols for the dump to work correctly, or do I just need the symbols on my machine?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
You just need to have symbols on your machine. You don't need to ship the symbols. Using symbols people can reverse engineer your application.:)
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Yeah, as Michael said it's pretty much something you have to plan for in advance. Our app has a debug mode that can be set by the end user in the config file and it will log everything that goes on of any consequence. I remember going through the phase your going through many years ago, once you have a very large user base these kinds of things are much easier to diagnose and after a few years inevitably they are something oddball on the computer that is failing. In a very serious case where it's important and you really need to get it going I would not at all hesitate to arrange with the end user to have a courier pick up the computer and bring it back to your shop, that's not out of the question in some situations. If you don't have serious logging in place I would not trust at all what the client is telling you, not because they are malicious necessarily, they just don't have an eye for detail like a programmer does and often miss out on critical things when relating to you what's happening. This is where you should consider something like CoPilot[^] It's dead easy to set up a session, nothing special is needed and you can walk through it with them and see exactly what's happening as well you can examine the machine in detail for yourself. We use that product all the time for sticky situations where it's difficult to communicate with the end user or they require extra help to set something up.
"110%" - it's the new 70%
Thanks for your excellent post. The client and I do make extensive use of Remote Assistance, but the crashes are intermittent, and we can't be connected all day long.
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
Simple. You need to utilize your inner psychic debugging skills. ;)
Tech, life, family, faith: Give me a visit. I'm currently blogging about: Virginia Tech Shootings, Guns, and Politics The apostle Paul, modernly speaking: Epistles of Paul Judah Himango
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
I've seen sometimes that the users are not telling the truth, in our programs we log almost everything, and even doing that sometimes the users can catch us by not telling all the truth or by missing some important things because they don't know that they were important. You can: - Remote debug through internet (this will imply modifying the internal VPN's of the customer so this can become a problem if you must do it yourself (I'd never do that by myself)). - Remote connect to that computer in order to be able to see what has happened exactly once the app has crashed or even having an eye on it working in order to see what is the customer doing. In order to do that I've started using the "logmein" software and it works like charm because it goes through the 80 port and in this way you must not modify anything in the routers... - Log everything, it is very important when you deploy an application to be able to control what is happening. - Buy a tent and start living in front of that computer... ;) Hope this helps, and tons of luck finding the cause of your problems! :rose:
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I'm only looking for general advice with this question, that's why I posted it in the lounge. Please accept my groveling apologies if this is not appropriate for the lounge. When your app is having mysterious crashes on the client's machine, and you cannot replicate them on your development machine, what on Earth is there to do about it? Assuming it's not an option to install Visual Studio onto the client machine, and the fact that the crashes are random and infrequent enough to make a remote debug session impractical, what strategy can be employed?
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
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I've seen sometimes that the users are not telling the truth, in our programs we log almost everything, and even doing that sometimes the users can catch us by not telling all the truth or by missing some important things because they don't know that they were important. You can: - Remote debug through internet (this will imply modifying the internal VPN's of the customer so this can become a problem if you must do it yourself (I'd never do that by myself)). - Remote connect to that computer in order to be able to see what has happened exactly once the app has crashed or even having an eye on it working in order to see what is the customer doing. In order to do that I've started using the "logmein" software and it works like charm because it goes through the 80 port and in this way you must not modify anything in the routers... - Log everything, it is very important when you deploy an application to be able to control what is happening. - Buy a tent and start living in front of that computer... ;) Hope this helps, and tons of luck finding the cause of your problems! :rose:
Thanks, Joan. My customer does not have a VPN, he's just a little guy, so that pretty much rules out remote debugging. Thanks for your knowledge and encouragement!
-------------------------------- "All that is necessary for the forces of evil to win in the world is for enough good men to do nothing" -- Edmund Burke
