Learning Forum

[kendra]

Hello,

We have users running Ansys 2023 R2. They are having issues with the individual help buttons next to each option when trying to run the meshing model in Ansys Fluent. Whenever they click on any of the context help buttons next to each option, the software will show a blank white screen, freeze up, and then eventually close.

 

[CFD_Friend]

Hi Kendra,

Does fluent crash when you click help button?

[kendra]

Hello, 

Any ideas on how this can be resolved? 

Thanks,

Kendra

[kendra]

Hello,

Are there any solutions for fixing this so I can let our users know?

Thanks,

Kendra

[kendra]

Hello,

Yes, you will see the help popup for like a second and then the whole screen goes white and freezes and then crashes.

Thanks,

Kendra

[kendra]

Hello,

Any ideas on how this can be resolved? 

Thanks,

Kendra

[Rob]

Does the screen or Help window go white & then is the crash just Help, Fluent or the whole PC/terminal? Do the machines have full internet access and the ability for the users to create tokens/write cookies? 

[kendra]

Hello,

At first there is just a small white box where the help text should be which disappears quickly. Then the white box goes full screen and the software becomes unresponsive and freezes. After that times out, the software closes completely. The machines do have full internet access and the ability to create tokens/write cookie to my knowledge.

Thanks,

Kendra

[Rob]

OK, thanks Kendra. To be pedantic, Help closes or Fluent? 

[kendra]

Hello,

Fluent itself will become non-resoinsive and freeze up and then close whne you click on the individual help buttons next to each option.

Thanks,

Kendra

[George Karnos]

Hello Kendra,

Can you check the Windows Error log files to see if there are any errors listed when trying to access help?
Event Viewer->Windows Logs->
Application
Security
System

Also, can you check your Firewall and Virus Scanner to see if anything is blocking communication or scripts.

 

[kendra]

Hello,

I will say that I try to recreate this issue under my profile on the same PC but could not. So it seems to be affecting just certain users. I checked the  Windows logs as requested. The only one that had errors was under Application and it was for the Fluent software crashing.

-

System

 

- Provider         [ Name] Application Error         [ Guid] {a0e9b465-b939-57d7-b27d-95d8e925ff57}

 

EventID 1000

 

Version 0

 

Level 2

 

Task 100

 

Opcode 0

 

Keywords 0x8000000000000000

 

- TimeCreated         [ SystemTime] 2024-02-28T17:12:20.4809834Z

 

EventRecordID 34681

 

Correlation

 

- Execution         [ ProcessID] 18916         [ ThreadID] 45744

 

Channel Application

 

Computer ASE-5LWPRY3.engr.msstate.edu

 

		- Security         [ UserID] S-1-5-21-406616777-2001817302-1446904402-32732
-	EventData

 

AppName

cx2320.exe

 

AppVersion

0.0.0.0

 

AppTimeStamp

64748f4d

 

ModuleName

ucrtbase.dll

 

ModuleVersion

10.0.22621.2506

 

ModuleTimeStamp

097c794c

 

ExceptionCode

c0000409

 

FaultingOffset

000000000007f61e

 

ProcessId

0x81bc

 

ProcessCreationTime

0x1da6a68fc7653ca

 

AppPath

C:\PROGRA~1\ANSYSI~1\v232\fluent\fluent23.2.0\cortex\win64\cx2320.exe

 

ModulePath

C:\Windows\System32\ucrtbase.dll

 

IntegratorReportId

074eb786-ef64-41a2-86f3-8236d4724746

 

PackageFullName

 

PackageRelativeAppId

Any other suggestions would be a great help.

Thanks,

Kendra

[kendra]

Hello,

Just wanted to follow up to see if there are any other suggestions/ideas as to what may be causing the issue for just certain users?

Thanks

[kendra]

Hello,

Just wanted to follow up on this.

Thanks