Hi Everybody,
I wanted to chime in here to let those of you experiencing the X1 Service connection error know that we are actively investigating this issue. As Rhonda mentioned this bug is proving a bit elusive--the dev team has enhanced program logging in an effort to gain some insight into the root of the behavior.
We are very interested to collect details regarding the errors each of you are seeing. We don't believe every user witnessing Service connection issues is experiencing the same (single) bug, so we need to try to unravel the problem.
Before proceeding, I'd like to ask each of you to try the following to see if doing so will enable the successful launch and functioning of X1 Search 8:
-a- Prior to installing, upgrading or launching of X1 (depending upon the point at which you encounter an issue), please open the Task Manager to the Processes tab, and sort the Image Name column in descending order, so that any X1 processes will appear at the top of the list.
-b- Immediately prior to launch of the Search 8 client, please confirm no X1Service.exe or X1ServiceHost.exe process remains active. If such a process IS running, please End the process manually from the Task Manager, and then try to launch X1.
Regardless of whether or not the above steps enable you to clear the Service errors you have been encountering, we would very much like to review the details of each specific case.
If you have the opportunity, please submit a support case at the following url:
http://www.x1.com/support/x1_search_submit_case.html
Materials to include that will be of great help:
1. Describe the behavior you observe - A description of the behavior you are experiencing will help us to categorize these issues. For example, please let us know if you encounter the problem upon a fresh installation of the Search 8 client or during an upgrade. Clarify, if you would, whether the error message you receive appears within the UI of the installer (i.e. before the Search 8 client launches) or after the Search 8 application has opened. During the installation of Search 8, did you opt to uninstall a previous version of X1 (e.g. 6.7.4)?
2. A picture is often worth more than a thousand words - If possible, please include a screenshot of the error message &/or the state of your application at the time of the failure. Screenshots can be immensely helpful to QA and Dev staff, when trying to reproduce the problem in house.
3. What's going on 'behind the curtain?' - X1 Search 8 makes logs of various program operations, in order to provide a means to forensically investigate application malfunctions. Toward the bottom of the "Submit A Case" form, there is a link to download the X1 Diagnostic Tool, along with instruction on its usage. PLEASE download and run the diagnostic tool, and upload the zip archive output it produces. Having access to user logs is often the critical factor in identifying and fixing program issues.
I sincerely apologize for the inconvenience this issue has caused each of you, and we all greatly appreciate your assistance in eradicating this bug once and for all!
I look forward to reviewing the cases submitted.
Best Regards,
Alan
Alan Anderson
Director, QA
X1 Discovery
I wanted to chime in here to let those of you experiencing the X1 Service connection error know that we are actively investigating this issue. As Rhonda mentioned this bug is proving a bit elusive--the dev team has enhanced program logging in an effort to gain some insight into the root of the behavior.
We are very interested to collect details regarding the errors each of you are seeing. We don't believe every user witnessing Service connection issues is experiencing the same (single) bug, so we need to try to unravel the problem.
Before proceeding, I'd like to ask each of you to try the following to see if doing so will enable the successful launch and functioning of X1 Search 8:
-a- Prior to installing, upgrading or launching of X1 (depending upon the point at which you encounter an issue), please open the Task Manager to the Processes tab, and sort the Image Name column in descending order, so that any X1 processes will appear at the top of the list.
-b- Immediately prior to launch of the Search 8 client, please confirm no X1Service.exe or X1ServiceHost.exe process remains active. If such a process IS running, please End the process manually from the Task Manager, and then try to launch X1.
Regardless of whether or not the above steps enable you to clear the Service errors you have been encountering, we would very much like to review the details of each specific case.
If you have the opportunity, please submit a support case at the following url:
http://www.x1.com/support/x1_search_submit_case.html
Materials to include that will be of great help:
1. Describe the behavior you observe - A description of the behavior you are experiencing will help us to categorize these issues. For example, please let us know if you encounter the problem upon a fresh installation of the Search 8 client or during an upgrade. Clarify, if you would, whether the error message you receive appears within the UI of the installer (i.e. before the Search 8 client launches) or after the Search 8 application has opened. During the installation of Search 8, did you opt to uninstall a previous version of X1 (e.g. 6.7.4)?
2. A picture is often worth more than a thousand words - If possible, please include a screenshot of the error message &/or the state of your application at the time of the failure. Screenshots can be immensely helpful to QA and Dev staff, when trying to reproduce the problem in house.
3. What's going on 'behind the curtain?' - X1 Search 8 makes logs of various program operations, in order to provide a means to forensically investigate application malfunctions. Toward the bottom of the "Submit A Case" form, there is a link to download the X1 Diagnostic Tool, along with instruction on its usage. PLEASE download and run the diagnostic tool, and upload the zip archive output it produces. Having access to user logs is often the critical factor in identifying and fixing program issues.
I sincerely apologize for the inconvenience this issue has caused each of you, and we all greatly appreciate your assistance in eradicating this bug once and for all!
I look forward to reviewing the cases submitted.
Best Regards,
Alan
Alan Anderson
Director, QA
X1 Discovery