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Huxley Application Crash

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AngelaGifford
Contributing Cover User
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Australia
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Huxley Application Crash

We are using MYOB Accountright 2018.2 on the cloud.

We are on a Server which is Windows Server 2012R2.

 

Everytime we log out of our file all users receive the below message.  We have to click Close the Program which appears twice and then it allows us to log out.

 

Please help?

 

Thanks Ange

Log Out Error.jpg

5 REPLIES 5
Haydes
MYOB Product Team
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MYOB Product Team
Australia
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Re: Huxley Application Crash

Hi @AngelaGifford

 

Looking at the faulting module with this one, MYOBHubbleLib32.dll, it looks like the data-collection utility is crashing upon session end. I would be curious to see if there is any information on this on the Diagnostic Log in AccountRight.

 

Could you please post your Diagnostic Log so that we can see if this yields any information for us?

 

To find the Diagnostic Log:

1. Open your Start Menu

2. Type: %localappdata%

3. Open the %localappdata% folder:

temp.png

4. Open the MYOB Folder.

5. Open the AccountRight Folder.

6. Open the Version folder (E.g: 2018.2)

7. Open the Diagnostics Folder.

8. Copy the Huxley.Application_xxxx.log file to your Desktop to get to it easier.

 

You can use the Choose file button on the Reply page to add files to your post as attachments.

 

Please let us know what you find.


Cheers,
Hayden
MYOB Product Team

Currently Working On:
Supplier Feeds | E-invoicing
In Tray
Previously Worked On:
MYOB Capture App | MYOB Invoices app
MYOB Support (2015-2019)


AngelaGifford
Contributing Cover User
14 Posts
Contributing Cover User
Australia
Contributing Cover User

14Posts

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Re: Huxley Application Crash

Hi Hayden,

 

Please see attached log.  Hopefully this opens up a fix for us?

 

Thanks Ange

Haydes
MYOB Product Team
6,317 Posts
MYOB Product Team
Australia
MYOB Product Team

6,317Posts

1,094Kudos

903Solutions

Re: Huxley Application Crash

Hi @AngelaGifford

 

Thank you for the log, it doesn't look like the file is specifically encountering an exception, in this case I would wonder if something is interfering with the module as it's ending.

 

A common look into this would be to ensure the relevant Files, and Folders are excluded from Anti-Virus scans and Real-Time protection scans. Can you try re-applying the exclusions found in this support note: Speed and performance tips

 

Please let me know how you go.


Cheers,
Hayden
MYOB Product Team

Currently Working On:
Supplier Feeds | E-invoicing
In Tray
Previously Worked On:
MYOB Capture App | MYOB Invoices app
MYOB Support (2015-2019)


AngelaGifford
Contributing Cover User
14 Posts
Contributing Cover User
Australia
Contributing Cover User

14Posts

0Kudos

0Solutions

Re: Huxley Application Crash

Hi Hayden,

Our IT department had already followed those fixes to no avail.

 

That file i noticed is ever changing is always showing something different.

 

Any other ideas for a fix?

Thanks Ange

Haydes
MYOB Product Team
6,317 Posts
MYOB Product Team
Australia
MYOB Product Team

6,317Posts

1,094Kudos

903Solutions

Re: Huxley Application Crash

Hi @AngelaGifford

 

As Hubble is part of AccountRight's telemetry, we could attempt to disable this to see if this helps reduce the crashes.

 

To do this, I strongly recommend having the IT tech attempt this:

 

Steps involved:

1. Close AccountRight.

2. Go to the Desktop and Right Click the AccountRight Icon.

3. Choose "Open File Location"

4. Find the file: huxley.application.exe.config

5. Open in a text editor (notepad is fine)

6. Find the Telemetry App Setting (You may want to use Ctrl + F and search telemetry):

temp.png

 

 

We want the key: <add key="IsTelemtryEnabled" value="true" />

 

7. Set this to False (IE make it: <add key="IsTelemtryEnabled" value="false" />)

8. Re-Open AccountRight and see if this now allows you to continue.

 

This may also be a temporary measure as this is per-computer and per-version (New updates will require this change each time).

 

Please let me know how you go.


Cheers,
Hayden
MYOB Product Team

Currently Working On:
Supplier Feeds | E-invoicing
In Tray
Previously Worked On:
MYOB Capture App | MYOB Invoices app
MYOB Support (2015-2019)


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