Graphite is just a blank page

[eric.beaulieu]

I installed Icenium Graphite on my windows 7 machine and alll I get is a page that says "Icenium Graphite". ONly things I can do is minimize, maximize , close the window and click on the ? icon

[Yavor Georgiev]

Hello Eric,

 Could you please send any logs contained in the folder %LOCALAPPDATA%\Telerik\BlackDragon\Logs to support [AT] icenium.com?

Regards,
Yavor Georgiev
the Telerik team

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[Dan]

I have just installed Icenium Graphite on my Windows 7 machine and having the same problem.

[Steve]

Hello Dan,

Try the following:

• Clear content of %localappdata%\Telerik\BlackDragon\Cache folder.
• Restart Graphite.

If that does not help, please provide us with the contents of the %LOCALAPPDATA%\Telerik\BlackDragon\Logs folder as my colleague has asked in previous post.

Regards,
Steve
the Telerik team

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[Paul]

Having the same issue on a Windows 7 new laptop as well as a new desktop. Here is the only thing that is in the BlackDragon log:

[2013-05-17 14-55-00-02] Log (Info,None): Version 2013.2.516.1. Deployment location https://app.icenium.com.

[Steve]

Hi Paul,

Did you try to delete the Cache folder as suggested in our last reply? If that did not help, try uninstalling Graphite and delete everything in the %localappdata%\Apps folder and install Graphite once again.

Kind regards,
Steve
the Telerik team

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[Paul]

Yes, i have tried all potential solutions in this thread multiple times with no luck

[Steve]

Hi Paul,

And still there is nothing else in Graphite's logs located in %LOCALAPPDATA%\Telerik\BlackDragon\Logs? Can you zip and send us this folder? Please also install and run FiddlerCap (with the Decrypt HTTPS Traffic option enabled) before launching Graphite and save the HTTP requests Graphite performs to disk and send those logs to us as well (upload to a free file share or send to support at icenium com).

Please try the following:

• If you have any firewall or caching proxies enabled, disable them and try running Graphite again.
• Try running on a different network than the one you're currently on e.g. if the problem occurs at your work place, try from your home.

If the suggestions above do not yield any result, execute the following steps in the order given:

1. Uninstall Graphite.
2. Navigate to %userprofile%\AppData\Local\Apps  (e.g. C:\users\Username\AppData\Local\Apps) and delete the 2.0 folder.
3. Delete content of %LOCALAPPDATA%\Telerik\BlackDragon\Cache folder.
4. Install and run Icenium Graphite.

Regards,
Steve
the Telerik team

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[Paul]

There was still nothing in the BlackDragon\Logs, same as my previous post. I ran FiddlerCap prior to running Icenium, and the Logon Screen/options came up. If I leave fiddlercap running things seem to work, however others do not. It will not allow me to save to the cloud and it will also not run the device simulator. Once I turn off fiddler cap and re-run app, Graphite again will not give me the login options. I've saved the log of this, where can I email it to?

Also I tried your other suggestion with no luck.

I have had no issue within our office network and at home with Graphite on many different computers. It seems to be related to Windows 7. I have a XP pro box next to me that has no issues, running on the same network, however the Windows 7 box will not work. Both pc's have the same user rights and I am an Admin on both. I've turned off all firewall and virusware settings. I've also had our network guys trace the calls from the computers during startup and they are not seeing any blocked ports or requests.

I am having them rebuild this Windows 7 box to XP Pro, but would like to have a solution to this.

Thanks,

Paul

[Steve]

Hello Paul,

Most of our users (as well as most of our office) are running Windows 7 and we do not have such problems, so it must be something specific to your setup. Is there any other Win 7 machine that you can try on your end? If the problem exist on another Win 7 machine, you can ask whether your Admins are installing from Win7 image with some predefined setting or it is a vanilla installation. If possible, ask them to do a vanilla installation on your box and see whether this addresses the problem and then you can go through the settings that your Admins modify until you identify what breaks Graphite.

See my previous post for info how to provide us with the logs.

Greetings,
Steve
the Telerik team

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[Max]

Hi Steve,

  I have similar problem with Icenium Graphite. I'm using setup build 10.0.30319.1. I've tried all the uninstall/clean up procedures as above but nothing helps. Please see screenshot and logs after re-installation attached.

  I would appreciate your help on this issue. Thank you.

Kind regards,
Max

[Max]

In addition to my previous post... Not sure if it helps but in fiddler and wireshark I can see successful requiest to http://cdn.icenium.com/live/graphite/publish/Icenium.Graphite.application and then another HTTPS CONNECT request to app.icenium.com. After that Graphite stops all the activity.
So the time line is:
17:15:41 - HTTP request to Icenium.Graphite.application
17:15:43 - Tunnel to app.icenium.com
17:15:44 - Log entry: Log (Info,None): Version 2013.3.919.3. Deployment location https://app.icenium.com.

[Deyan Varchev]

Hi,

 This looks quite strange. What kind of clean did you do? Can you try and clean the whole BlackDragon folder (%LOCALAPPDATA%\Telerik\BlackDragon) not just Cache?
So the procedure should be:

1. Close Graphite and verify there is no Icenium.Graphite.exe. process running.
2. Uninstall Graphite.
3. Navigate to %userprofile%\AppData\Local\Apps  (e.g. C:\users\Username\AppData\Local\Apps) and delete the 2.0 folder.
4. Delete content of %LOCALAPPDATA%\Telerik\BlackDragon folder.
5. Install and run Icenium Graphite.

Please also install and run FiddlerCap (with the Decrypt HTTPS Traffic option enabled) before launching Graphite. This way if you still have issues the fiddler cap log will give us more info what's happening on your end.

If you still experience problems. Send us your Logs folder and and the FiddlerCap log so that we can investigate further.

I hope this will help.
Regards,
Deyan Varchev
Telerik

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[Max]

Hi Deyan,

  Well, after hours of fiddling around I found a way to make Graphite working. It seems that it is unable to pickup system proxy settings prperly.
  Originally I had "Use automatic configuration script" checkbox checked and provided configuration script URL. The Graphite started working after I unchecked that box and explicitly provided proxy server name and port via "Use proxy server for your LAN". This limits me in network/Internet access but enables Icenium Graphite.

Regards,
Max

[Steve]

Hi Max,

Unfortunately this is a known problem that is logged into our bug tracking database and would be fixed for subsequent version of Icenium.

Please excuse us for the temporary inconvenience.