83767 - Warnings in Event Viewer

Problem

User is seeing multiple Event Viewer warnings in regarding Thin Manager. The description for Event ID 1002 from source ThinServer cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer if the event originated on another computer, the display information had to be saved with the event. File C:\ProgramData\Rockwell Software\ThinManager\Packages\xampp\cgi.cgi not ready when requested. The message resource is present but the message was not found in the message table TM v13

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Solution

02.15 Not seeing them with the same frequency as initially reported. 02.17 R&D determined the crash occurred for one or more of the following 4 reasons. 1) Permissions issue- If the service account needed to operate Thinmanager (and Thinserver) is unable to access the files indicated in the Event Viewer then it will result in the errors that you reported. Please verify that the service account running Thinmanager AND Thinserver are both the same account and have local admin. Please review the following technote on this issue. ThinManager - ThinServer Service User Account (see box) 2) Missing File- It is possible that the file that Thinserver was looking for was in a directory that was able to be accessed but was unable to be found. Given that the directory listed here is in the "Packages" subfolder, I would have to say it was looking for firmware files and module files. With this information I would update the installed firmware files installed in Thinmanager to replace ones that may have been accidentally deleted or misplaced. Please review the following technote on how to complete this process. How to update the firmware on a ThinManager ThinClient (see box) 3) Antivirus- It is also possible that the above indicated directory (C:\ProgramData\Rockwell Software\ThinManager\Packages\) is protected by Anti-Virus in some way. If your client utilizes Anti-Virus in any way, then they will need to find a way to Whitelist that entire directory, its parent folder, as well as its grandparent folder as that is where some of the core files that Thinmanager need to operate reside. Failure to do this can cause any number of issues including the one that you are reporting. Please review the following technote on which folders to whitelist when using Thinmanager Whitelist ThinManager in Antivirus software (see box) 4) Corrupted install or update- It is always possible that the installation, or some of the files that Thinmanager uses were at some point corrupted for reasons outside of anyone's control. If this is the case then a clean reinstall would be a good option. ThinManager adds registry entries during installation. This prevents a 32-bit version from installing on a 64-bit machine unless the registry entries are removed. Backup your ThinManager configuration database using the process in ThinManager: Backup configuration. Uninstall ThinManager by going to Control Panel --> Program and Features. Open the registry (Start --> Run --> Regedit). Delete the registry keys at HKEY_LOCAL_MACHINE\SOFTWARE\Automation Control Products and HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Automation Control Products before running the installer. Delete the ThinManager folder from the correct Program Files directory. (C:\Program Files\Automation Control Products\ThinManager or C:\Program Files (x86)\Automation Control Products\ThinManager) Re-run the ThinManager 64-bit installer.

Close Date: 2/17/23 17:19