Troubleshooting Evidian Application Crashes

To reduce filesystem write operations, the Evidian Enterprise Access Management Solution stores log file messages in memory, and then writes the messages to the log files. When an application crash occurs, any messages that were stored in memory are lost.

When an Evidian EAM process crashes, fault messages appear in the Evidian EAM log files.

For example, when the Evidian Enterprise SSO process crashes, an error similar to the following appears:

                Faulting application name: ssoengine.exe, version: 10.3.8573.4, time stamp: 0x64ddfb1d
                Faulting module name: ucrtbase.DLL, version: 10.0.14393.2990, time stamp: 0x5caeb96f
                Exception code: 0xc0000409
                Fault offset: 0x000000000006e00e
                Faulting process id: 0x853c
                Faulting application start time: 0x01da26ab55d523e5
                Faulting application path: C:\Program Files\Evidian\Enterprise Access Management\
                Faulting module path: C:\Windows\SYSTEM32\ucrtbase.DLL
                Report Id: b6e04f81-92a9-11ee-8192-005056aac3f3
                Faulting package full name: 
                Faulting package-relative application ID:

Fault messages also appear the Window Event log files.

To assist in troubleshooting, perform the following steps to temporarily disable the storage of messages in memory to ensure that each message appears in the log file in real time:

  1. Open Registry Editor
  2. Navigate to HKLM > Software > Enatel > Wiseguard > Debug
  3. Right-click Flush, and then select Modify.
  4. Change the value in the Value data field to 1.
    The following figure provides an example of the registry key.
    Figure 1. Flush Registry Key
  5. Click OK.

After you reproduce the issue, return to Registry Editor, ensure that you change the value for the Flush registry key back to 0 to avoid continued frequent write operations.

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