When a crash occurs on Windows Client or Server Agent, use WinDbg to catch(capture) the call stack.
- Download and install WinDbg (https://developer.microsoft.com/en-US/windows/downloads/windows-10-sdk); during the installation, select the 'Debugging Tools for Windows' checkbox only. You can also download an old build from http://wcbuild.gladinet.com/releases/windbg/X86-Debuggers-And-Tools-x86_en-us.msi.
- For Windows Client/Server Agent, use 32-bit WinDbg if possible. The core components are built-in 32-bit environment.
- start WinDbg
- if the issue is on Windows Client side, start WinDbg as regular user
- if the issue is on Server Agent side, start WinDbg as Administrator
- Contact Support (email@example.com) with the Desktop Client version to send you the Symbol files corresponding to the Client installed.
- Create a local folder C:\symbols, to store the symbol files downloaded from Microsoft (symbols from the Client can also be saved on this folder).
- From the WindDbg go to 'File' -> 'Symbol File Path', set symbol path to 'srv*C:\symbols*https://msdl.microsoft.com/download/symbols;C:\symbols\pdb1234' (the last part corresponds to the folder the Client's Symbols are saved)
- Windows Client:
In WinDbg, go to File, Open Executable. Go to the Windows Client installation folder and select 'CoDesktopClient.exe'. Type '/child' as Arguments. Click 'Open', to launch the Windows Client in WinDbg.
When start Windows Client like this, do NOT start WinDbg as administrator first.
- Server Agent:
Go to Windows Services, find Cloud Server Agent Access Service, right-click and go to Properties, open the Log On tab, here enable 'Allow service to interact with desktop' (disable this after collecting the traces). Press O
In WinDbg, press F6, select the process 'GladGroupSvc.exe' and click 'OK'. It will attach WinDbg to the process.
- On WinDbg command input line, run 'x kernel32!TerminateP*'. It returns the exact name of the TerminateProcess function. For example:
0:090> x kernel32!TerminateP*
776289b0 KERNEL32!TerminateProcessStub (<no parameter info>)
Here, the function name is 'KERNEL32!TerminateProcessStub'
Run 'bp kernel32!TerminateProcessStub', to set a breakpoint on the call 'kernel32!TerminateProcessStub'. This way, we can get all the thread information, instead of only one thread.
In some machines, the function returned via x is 'KERNEL32!TerminateProcess'. In that case, set the breakpoint for the function via 'bp KERNEL32!TerminateProcess'
- Type 'g' to continue. The command line field will show '*BUSY* Debuggee is running…'.
- If the Windows Client/Server Agent crashes, it will crash in WinDbg. You’ll see the command line is ready to take command, to analyze the crash.
- If you are running 64-bit Windbg, run '!wow64exts.sw' first
- Type 'kb' first, then '~*kb' and then !analyze -v to get thread info. Save the output in WinDbg (Edit -> Write Window Text to File).
- Type '.dump /ma c:\temp\crash.dmp', to create dump. The dump file will be created under c:\temp. If the folder doesn't exist, please change the path. Zip the dump file and keep it, in case we need to retrieve more info from the dump.
- Now you can close WinDbg.
- Send the saved output and the dump file to Gladinet support.