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Control Panel shows blank window

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Drewanz
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Drewanz asked on 14 Nov 2018, 02:38 AM

After running the upgrade to a new version, the Control Panel shows a blank window. Tried to uninstall everything and downloaded the latest version of it, same result, not able to install / update existing products.

Running Windows 10 Pro - 1809.

Any clues on how to fix it?

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Nikola
Telerik team
answered on 15 Nov 2018, 03:03 PM
Hello Marcello,

We have not received similar feedback about the Progress Control Panel till date. I have tried to reproduce the scenario but the upgrade was performed successfully and the Control Panel worked as expected afterwards. Therefore please provide an image of what you see after you launch the application. Also please confirm the following:

 - Is the splash screen shown before the main window is loaded?
 - Does the application respond or is rendered irresponsive?

As a workaround, you can download the products you need through Your Account. To do that: 

1. Log in into your Telerik account
2. Click on the Downloads at the upper part of the page
3. Select the product you want to install
4. Choose the desired version in the Version drop down
5. Download the standalone installer (msi file)
6. Follow the installation steps

I am looking forward to your reply regarding the Progress Control Panel issue.

Regards,
Nikola
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Drewanz
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answered on 16 Nov 2018, 07:17 PM

Hi Nikola,

I understand that the issue is quite particular as this happens on my notebook, but works perfectly in my desktop (Windows 10 Insider vNext).

I've just downloaded Progress Control Panel (ProgressControlPanelSetupA_2018_3_1002_1.exe) and executed it. After asking permission for UAC, it shows the splash screen. Right after that it displays a blank window (see attached file), and stay there.

Is there any cleanup on registry or data files that I may carry on - it seems that it is looking for some information that may be corrupt.

Regards,

Marcello

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Nikola
Telerik team
answered on 19 Nov 2018, 11:37 AM
Hi Marcello,

Based on the information provided the problem could indeed be related to registry access. We store user related registries so we know whether to auto login the last user or let the user enter credentials. This is the first thing that gets displayed, so if the Control Panel cannot access the registry it may hang. The registries are located under HKCU\Software\Telerik remove all entries and run the application again.

Another thing is that we user self-extracting archive with the executable. I have attached the offline (msi) installer of the Progress Control Panel, so we can eliminate the possibility that the self-extractor is causing the problem. Just change the file extension from zip to msi and run the installer.

Lastly, you can take a look at the Windows Event Log for any errors caused by the Progress Control Panel, which may point us in the right direction. 

I am looking forward to your reply.

Regards,
Nikola
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Drewanz
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answered on 19 Nov 2018, 03:35 PM

Hi Nikola,

After carrying all the steps above, the problem still persists.

The event log shows three events associated with User Profile Service on a failure recorded as 

Profile notification of event Load for component {B31118B2-1F49-48E5-B6F5-BC21CAEC56FB} failed, error code is See Tracelogging for error details.

The component is associated with the tiledatamodelsvc which, if I'm not wrong, deals with the tile system on the start menu of windows 10.

The installation process went without a glitch.

I'm afraid I don't have much information on what's going wrong. Attached is a view of the Event Log as I cleaned it up to grab only information about the process.

Regards,

Marcello

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Nikola
Telerik team
answered on 20 Nov 2018, 11:24 AM
Hello Marcello,

The User Profile issues are most probably related to the Windows user. The tiledatamodelsvc also should not affect the Progress Control Panel

Another possible cause I came about is outdated drivers of the integrated Intel graphics card. Therefore I would suggest upgrading the drivers to the latest available and then trying to run the application again. 

Hopefully, this will work out for you and you will be able to use our Control Panel on your notebook. 

Regards,
Nikola
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Drewanz
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answered on 20 Nov 2018, 10:44 PM

Hi Nikola,

Following your suggestion about an issue with video drivers, I checked the version of the integrated Intel Graphics, however, it is up to date as per the manufacturer, Intel and Microsoft. With your point, I noticed that on the blank window, the mouse pointer changed from a pointer to the "I" bar, indicating that there is something waiting for input. I forced the Control Panel to run using the NVIDIA card, but without success.

Then, I just found a piece of software called duet which is used to extend the notebook's screen into an iPad. After removing it, the Control Panel worked as expected.

Many thanks for your patience, attention and cooperation - we may now close this thread.

Regards,

Marcello

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