Troubleshooting Evidian Application Crashes

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\
                ssoengine.exe
                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.

Disable storage of messages in memory

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.

Enable Full User Crash Dumps

Ensure that Windows Error Reporting (WER) creates full user crash dump files:

1. In Registry Editor, navigate to HKLM > Software > Microsoft > Windows > Windows Error Reporting
2. Right-click LocaDump, and then create the following a DWORD 32-bit value named DumpType with a value of 2.

Crash dump log files appear in the C:\Windows\System32\config\systemprofile\AppData\Local folder.

After you reproduce the issue, collect the crash dump log files and Evidian log files and provide them to Nymi Support. Return to Registry Editor, ensure that you change the value for the Flush registry key back to 0 to avoid continued frequent write operations.