Prognosis 11.7 client on Citix server crash during startup

[Real_Labbe]

We are migrating the Prognosis client 10.5 on the citrix servers to Prognosis 11.7.  The new version is crashing soon after receiving the Prognosis splash screen with the following access violation exception code.  It there fix for this problem ?.

Thanks

------ Integrated Research Abend Node GDCUWVC0079 Fri Sep 25 09:37:57 2020
-----
Exec: C:\Prognosis\User Interface\irgui.exe
Module: C:\Prognosis\User Interface\irgui.exe
Exception_code: C0000005 ACCESS_VIOLATION
Fault_address: 0096DAD4 00000001:0056CAD4

[David_Sun]

Hi @Real_Labbe ,

There are a few things that can cause the client crash, and we will need to collect more diagnostic data to review. Can you please log a support case with the latest irfax? Our support team will look into it and help with the next step. 

Thanks

David

[Real_Labbe]

Hi

The problem is with the Windows Client 11.07 installation on the Citrix windows server. The client installation is successful but when it is started it crashes before getting the server logon screen. The information already provided is all that I have.

[David_Sun]

Hi @Real_Labbe ,

Our support team will collect more diagnostic data from the node and also likely provide instructions to enable the irgui.exe trace for review, this will need to be tracked in a support case. As soon as the case is logged into the support queue, one of our enginers will get in touch to assist. 

Thanks

David