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M-Files desktop crash

Yann Bonjour

Hello,

I come here to find help and maybe someone who have faced the same problem as us.

We use M-Files a lot, but since 8 month, we have a lot of m-files desktop crash on our employees computers.

When they try to open M-Files, the "M" drive search and search and search without showing any of the vaults user should have access. Sometimes it append when they are already connected, and they can work on the app but if they want to change valut, it will crash.

A Soon as the app is crashed, user have no other choice to force restart the computer pushing the power button. if they try to just reboot it, computer will stay on a message "Waiting for the xxx services". I have waited a complete night one time with no progress.

This crash append very rendomely. Some user never have it, others 8 times per day. We even had a computer crash with a new user, his first day of work, with a new account and brand new computer.

Server is up to date (windows and M-Files), computer also up to date. no specific error message or logs. We had some "external object" licked to sql tables, I have remove this connexion to see if it change, no results. We have upgraded the RAM, CPU on the M.Files server and the SQL server (Vaults are on dedicated SQL server).

We have checked if a network problem, it append on all networks (We have 17 offices), and on VPN.

We also have check the GPO, try to user Grpc instead on TCP-IP connexion for vaults, Corrected all small errors in logs.

I have a external company who manage our Infra/M-Files, they have never see that.

We promote a lot M-Files to our employees, and use it for many many things, but people start to be tyered about that issue.

Thanks a lot! Hope someone can help.

Kind regards

  • 0

    Have you raised this with your partner and our support team?  This doesn't sound like expected behaviour.

  • 0

    Hi, is there some specific M-Files Desktop version this is happening with? Which one? 

    Or, if you are using the Online product, does the software update automatically about once a month? 

    As mentioned, you should raise a support case of the situation through your partner or to M-Files Support, depending of which one is your primary contact point. 

    I suggest you turn on the crash memory dump collection of the workstation by these instructions for such a workstation that is having issues time after time: Collecting crash dumps with registry settings (site.com) and the customer support will need these memory dumps for investigating the situation, as well the workstation Windows Event Viewer > Windows Logs > Application section saved .evtx log file. 

    These memory dumps and logs must be provided in a compressed .zip file to the support team by using Cryptshare: 

    How to send files via Cryptshare portal (site.com)

    Also, please make sure the GPO rules are set correctly to match also the versions that gets the updates. 

    The antivirus software exclusions should also be set right: M-Files and Virus Scanning

    Thank you

M-Files
M-Files Support


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