1. Andrew Boak
  2. InfoMaker
  3. Friday, 3 February 2023 14:04 PM UTC

Hello,

 

We have a user experiencing an issue that I have never seen before. She was running Infomaker on her PC, but a crash led to her being unable to open any of her reports. This happened while using a custom report on the Student Charges window. When she attempts to hit customize in Jenzabar to open the report, all it displays are blank windows (see attached). If she backs out and tries to open a different report through Infomaker's interface, the application outright crashes. I took a screenshot of the error message Event Viewer told me happened. I tried uninstalling and reinstalling, retrying the infomaker config tool, resetting the ODBC connection, deleting some of her files out of places like C:\ProgramData but no luck. I reached out to Jenzabar support, and they told me I should reach out here, since all of us are stumped so far. The weirdest thing about this is that I can sign into her PC as my user, and Infomaker works just fine. I would really like to prevent needing to delete her user profile and have the PC build it from scratch, as that would require a fair amount of work on my part to backup all of the items she needs.

 

Any insight is appreciated.

 

Thanks,

Attachments (2)
Andrew Boak Accepted Answer Pending Moderation
  1. Tuesday, 7 February 2023 16:03 PM UTC
  2. InfoMaker
  3. # 1

Hi Chris,

 

We are running Infomaker 2019. When I went into her Registry, I found no entry for Computer\HKEY_CURRENT_USER\SOFTWARE\Sybase\InfoMaker\19.0\Layout. Despite that, I uninstalled and cleared out as many Sybase and Appeon registry entries that I could find under HKEY_CURRENT_USER. I then went to several of the local directories she has on her PC, like C:\ProgramData, user AppData Local, and as many other places I could think of. No luck upon the reinstall. Still the exact same issue. Any other suggestions would be much appreciated!

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  1. Chris Pollach @Appeon
  2. Tuesday, 14 February 2023 20:01 PM UTC
In that case, it could be her machine. :-(

Can you get her machine re-imaged?
  1. Helpful
  1. Andrew Boak
  2. Thursday, 16 February 2023 13:15 PM UTC
Hi there,



After working with the user a bit, I managed to back up all her important documents and whatnot, and I deleted her user from the PC. When she logged back in to recreate the account, Infomaker worked as intended. So, I just have to work with the user to ensure all her stuff is back where it belongs. Thanks for your time.
  1. Helpful
  1. Chris Pollach @Appeon
  2. Thursday, 16 February 2023 13:24 PM UTC
That's awesome news Andrew... Thanks for the update! :-)
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Chris Pollach @Appeon Accepted Answer Pending Moderation
  1. Friday, 3 February 2023 21:36 PM UTC
  2. InfoMaker
  3. # 2

Hi Andrew;

  My guess is that the InfoMaker layout has been corrupted that controls the IDE's look & feel.

Please try resetting as follows:

  • Open the MS-Windows REGEDIT utility
  • Navigate to the Registry entry: Computer\HKEY_CURRENT_USER\SOFTWARE\Sybase\InfoMaker\22.0\Layout
    • Note: Replace the value 22.0 with the IM version that you have!
  • Delete the Default folder and all of its sub-folder information
  • Restart the IM IDE

HTH

Regards ... Chris

 

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