Error 1585

[Anonymous User]

Hi Mike,

I have a quick question…

We have 14 workstations beautifully running A1, except for one that keeps giving us trouble. I have tried deleting and reinstalling A1 twice on that workstation, but that has not helped much. I also tried re-registering the controls. I am tempted to reformat and reinstall windows on that machine, but the employee who uses it prefers that I don’t.

The problem is…

Error messages pop up a few times a day (causing A1 to crash) when the person using the workstation tries to close multiple boxes in A1 using the close all button, or when they just close one box in A1.

The error message reads Error “1585”, Message “Update conflict,” Program “CLOSEALLWIN”, Line No "262".

The same problem sometimes reads Error "1585," Message "Update conflict," Program "APP.START," Line No “250”.

These error messages are sometimes followed by a number of other error messages.

Do you have any ideas as to what the problem is, and how to solve it?

Thank you very much for your help,

Adam

[Anonymous User]

Hello - if I could get more detail then I may be able to come out with an update to fix this problem (it might not be the workstation at all).

The user is trying to Close All Windows but there is a window open that probably requires them to click Save or Cancel changes. Now, I can come out with an update to just automatically save the changes so that the error does not pop up. However, I would need to know what window they have open so that I can try and reproduce this error.

Thanks,
Mike

[Anonymous User]

Hi Mike,

Thanks for the quick response.

I talked to the employee about whether the problem might have something to do with using the close all button when unsaved boxes are open.

After carefully observing the error activity for the day, and after running some tests, we are pretty sure that the problem is not coming from unsaved boxes.

For example, earlier today the employee used the close all button to simply close the main menu, the search menu, and one case activity window. This caused a 1585 error with the program CLOSALLWIN.

We also tried, as a test, using the close all button to close an open, edited, and unsaved case activity note, but there was not an error. Also, the problem is not happening with EAMS, and we have not integrated word processing yet.

The employee will continue to carefully monitor what activity might be causing the error messages.

In the mean time, any other ideas?

Have a nice weekend,

Thanks,

Adam

[Anonymous User]

I should also mention that the error is not limited to the close all button. Sometimes the simple closing of a individual box will trigger the problem.

[Anonymous User]

There are a few other things that can be checked. First, are all the workstations interchangeable? In other words, can you switch the computer box with another one in the office? This will help to troubleshoot the problem by eliminating other things that could cause problems such as antivirus issues, etc. Other things to check are making sure that the user has the same rights as other users. It could be a corrupted profile as well. Perhaps if you have windows sign on username and passwords then they could sign on as administrator or sign on as another user in windows then run A1-Law and see if they still have the problem. It could also be a bad network cable from their computer to the wall. Signing on as a different user (windows sign on) as well as switching out their machine for the day with another will help to resolve the problem. But, test each item separately so as to isolate what might fix it.

Mike

[Anonymous User]

Hi Mike,

Thank you for the suggestions. We are going to try what you mentioned, in steps over the next week, to see if we can isolate and determine the problem. I started with replacing the network cable today, as I did notice that the old one was in horrendous condition, pinned under a heavy cabinet. Tomorrow we will try a new server account, and so on…

On another note, I mentioned on the support forum a few months ago, that our office will be performing a clean install of SBS on our server. You requested that I tell you the date in advance, in case we need a new license. So, to update you, this is scheduled to take place this coming Saturday on May 30 (I will also send you an e-mail later on today with the details). My one question is: is there any chance that we will need our “Registration ID” in this process, as we no longer have this information?

Thanks,

Adam

[Anonymous User]

Putting cables under file cabnets, desks, spiked mats, etc. will cause all kinds of network errors. Given that situation has arisen in your office, I would check ALL cables at all workstations to make sure they are in good condition and have not been rolled over by chairs or are positioned under heavy objects.

Regarding the license ID feel free to send me an Email and with remote access information and I can check.

Thanks,
Mike

[Anonymous User]

Hi Mike,

I hope all is well.

This is a follow-up to the original post I made on May 22, 2009,

At the time I described how one of our secretaries was experiencing constant problems with A1. Specifically, A1 crashes on her computer a few times a day giving the Error ID 1585. This error generally happens when opening or closing boxes, but can happen seemingly randomly. All twelve other computers running A1 in our office do not have this problem. These crashes are sometimes but not always logged in the windows application log. No other computer has the same problem logged.

Since originally discussing this problem with you, I have taken extensive measures to fix it. Firstly, I replaced the network cable for this secretary. I also rerouted it so that it goes through a different path to the main switch. This did not help.

Next, I took a different computer and reinstalled windows and A1 on it (I did migrate her old user setting and word macros). I then took the secretaries old computer and gave her this new one. She continued to have problems. I then gave her a new account on the network. I then gave her a new A1 account. Then an IT specialist came in, and said the memory on the machine may be corrupted – we replaced it. After all this she continues to have problems.

So she got a new machine, a new server account, and a new A1 account, yet she still has the same crashes as before. I thought maybe it was because she was the only person still using the NEC pbx voicemail email service. I noticed a number of application errors from something called AVDiagnostics. I traced this to the NEC or ViewMail program. So I uninstalled ViewMail but this also did not help.

I am now completely lost as to what could possibly be wrong. Do you have any ideas?

Let me give you some specific examples of the errors to help you help us. The A1 “Error” is almost always 1585. The “Message” is almost always “Update conflict.” The Programs are usually “APP.START,” “ENV.SHUTDOWN,” or “CLOSEALLWIN.”

There are two common errors is the windows application log. One says Event ID 1000, faulting application law.exe version 6.8.1, faulting module kernell32.dll version 5.1.2600.5781, fault address 0x00012afb. The other for application hang Event ID 1002 says hanging application law.exe version 6.7.9.0 hang module hungapp, version 0.0.0.0m hang address 0x00000000.

Despite numerous attempts, we have not been able to reproduce this error at will or on command. It is simply random.

Your help in this matter is greatly appreciated.

Have a good one,

Adam

[Anonymous User]

Here's a few things to try and check:

(I'm assuming the problem is still with only that one secretary's computer)

1. What version of A1-Law do you have? Please make sure you have the latest version.

2. Is there still ONLY ONE computer giving you trouble? If so, try deleting that users profile. When the user is signed out, go into the A1Law folder and then from there go to the staff folder then find the folder that contains that userid and right click it and click Delete (to delete that user's folder). When they sign in again, A1Law will recreate that folder.

3. Have you tried using someone else's windows login ID AND A1Law login ID (such as GUEST or someone else) on that workstation to isolate if the problem is with the workstation itself or the windows or A1Law sign on id.

4. Have you tried letting that secretary using someone else's windows sign on for the day rather than theirs and then see if the problem still exists. Perhaps the profile is corrupted in the domain and needs to be recreated or maybe there is some kind of access rights problem.

5. Have you tried changing where that secretary's pc network cable is plugged into the network outlet jack at the wall? In other words, you changed the cable from the pc to the wall but maybe the problem is cabling from the wall to the router. Try getting a longer cable and running to a different jack that you know does not have the problem.

6. Are there any other unnecessary programs running in the background. Check the task manager and also startup programs and services at MSCONFIG.

(these next suggestions are less likely to be the problem because it's only happening to one user but still up for consideration).

7. Do you have the Write Cache disabled on the server? Please make sure the write cache is disabled so that all changes are flushed to the disk immediately.

8. Are your running A1Comm on the file server? Since you have 14 workstations it's best to run A1Comm so as to reduce network traffic.

9. Have you considered exchanging out the network card on the file server and/or a hub or if it is just that one computer have you tried.

Mike.

[Anonymous User]

Hi Mike. I hope all is well. Thank you for your suggestions – I have responded to each one below. Unfortunately we have not been able to fix the problem with A1. The secretary still continues to receive error 1585 every day. Was there any significance to this error when you programmed A1 that might help us solve the problem? I have literally tried every possible solution, and yet nothing works. The truth is that I have reached a point of utter desperation and frustration. I have spent almost 100 hours (over 8 months) trying to fix this problem, and I have also hired outside IT professionals – the cost to us so far is more than $1000 trying to fix the problem. It is becoming a major distraction for our firm. Furthermore, the person having the problems is the secretary to our firm’s senior partner, so it especially important that this problem be resolved. Since you and I have now gone through an extensive diagnostic stage, can we please set up a remote session for you to look at the problem? Also, can we please set up a phone conference between you, me, and the secretary, to see if maybe we can figure it out. Or can you come into our office? I’m sorry to ask this of you but I have tried everything, and our office really needs your assistance at this point – please know that your help is greatly appreciated.

In response to your suggestions from the previous post:

1. What version of A1-Law do you have? Please make sure you have the latest version.
All computer use A1-Law version 6.8.1. They are all up to date.

2. Is there still ONLY ONE computer giving you trouble? If so, try deleting that users profile. When the user is signed out, go into the A1Law folder and then from there go to the staff folder then find the folder that contains that userid and right click it and click Delete (to delete that user's folder). When they sign in again, A1Law will recreate that folder.
This user has been given a brand new A1 account with new initials. The tasks from her old account were reassigned to the new account.

3. Have you tried using someone else's windows login ID AND A1Law login ID (such as GUEST or someone else) on that workstation to isolate if the problem is with the workstation itself or the windows or A1Law sign on id.
I have created a new A1 login ID, as well a new network login ID, for the secretary.

4. Have you tried letting that secretary using someone else's windows sign on for the day rather than theirs and then see if the problem still exists. Perhaps the profile is corrupted in the domain and needs to be recreated or maybe there is some kind of access rights problem.
I created a new windows login for the secretary.

5. Have you tried changing where that secretary's pc network cable is plugged into the network outlet jack at the wall? In other words, you changed the cable from the pc to the wall but maybe the problem is cabling from the wall to the router. Try getting a longer cable and running to a different jack that you know does not have the problem.
I gave the secretary a new ethernet cable connection. I hooked this cable to a switch, which gets its internet from a different wall outlet. The other person connecting to the ethernet from this switch has never had an A1 problem, so I know the connection and cable are fine.

6. Are there any other unnecessary programs running in the background. Check the task manager and also startup programs and services at MSCONFIG.
I do not know enough about computer to determine which programs are unnecessary, but I have reinstalled windows twice for her on different machines, so I don’t think this is the problem.

7. Do you have the Write Cache disabled on the server? Please make sure the write cache is disabled so that all changes are flushed to the disk immediately.
I do not know what this is, or how to check if it is disabled. I doubt this is the problem, however, as 12 other computers are hooked up to the server with no problems.

8. Are your running A1Comm on the file server? Since you have 14 workstations it's best to run A1Comm so as to reduce network traffic.
Yes we are running A1Comm.

9. Have you considered exchanging out the network card on the file server and/or a hub or if it is just that one computer have you tried.
I have not considered this, but we got a new server one year ago. Furthermore, everyone else uses the network server card with no problems.

I can’t think of what else could be causing the problem. The last thing I tried was replacing the secretary’s outlook file. She now has a computer with a clean install of windows, a new a1 account, a new network account, and a new outlook file. Could this be a user caused problem? I don’t believe it is however. Sometimes the secretary will just close a case activity note and the problem will happen. Or maybe it is her a1 settings – she changes the default window size.

Thank you in advance for your help.

Adam