App just produces a white screen with no log in
closed
Matthew Kinninmont
When I first opened Displagent after installation it prompted me to log in, but the log in button appeared to be unresponsive. After waiting for some time the application appeared to eventually crash, and now when I open it all I see is a blank white screen (which also crashes after you leave it open for 15-20 minutes).
I have reinstalled twice already and am able to replicate the issue. I have also tried deleting the AppData contents for Displagent in between installs and it still occurs.
Is this a known issue, what can I do to try and fix this?
Daniel Miradakis
closed
Daniel Miradakis
open
Daniel Miradakis
in progress
Daniel Miradakis
closed
Closing as I believe this was a temporary/transient error.
Daniel Miradakis
Hi Matthew Kinninmont, thanks for letting me know about this! You are the second person that has said this has happened in the past day or so, but I'm not seeing anything on my end that would cause this... strange...
Can you go to Help > Open Logs and email me your log file(s) at daniel@displagent.io? I'd like to take a look at your log file(s) and see if I can detect what the issue here might be, that definitely should not be happening.
Daniel Miradakis
Hi Matthew Kinninmont, just wanted to follow up again and see if you were still having an issue with this?
Matthew Kinninmont
Hi Daniel Miradakis, apologies for my very delayed reply. I have further investigated this issue and have some further context to provide. I also have no access to logs here on this (non-working) machine's instance of Displagent (see attached image).
I have tried to use the app and my login on multiple other machines (both inside my organisation and out, and identified the following:
3 normal Windows 10 Enterprise laptops, using the same SOE. All encounter the same issue. The application allows you to try to log in, but as soon as you do it freezes, (then crashes after about 10 minutes), and ever subsequent time you open the app, it simply has the white screen I reported previously.
1 Windows Server 2019 where the entire process has worked flawlessly. In terms of network security and connectivity, this machine is identical to the previously mentioned 3 workstations. (I have attached the log file I was able to get for this machine to an email which I have just sent to you.)
1 personal computer of mine. It works perfectly as expected on this machine.
My concern is that there could be some issue with our typical SOE for workstations and laptops, but not really sure where to start looking. Perhaps you may have some idea?
Appreciate your help.
Daniel Miradakis
Matthew Kinninmont thanks for following up with me on this, and no problem at all. I saw that you emailed me your log file, I'll start taking a look and see if I can sort out anything in the logs soon.
In the meantime, I believe you should still be able to find your log file(s) in question for the broken Displagent machines. Since they are Windows devices, you should be able to find log files at "C:\Users\<YOUR_USERNAME>\AppData\Roaming\Displagent\logs" for each broken machine.
If there are indeed log files in that location for your broken machines, can you email them to me?
Some context about the login process:
When logging into Displagent, Displagent opens a login/authentication window (your screenshot) first with what should appear to be a login page. After successful login, the login/authentication window autocloses, and the primary app window is created. Then the app goes through its normal startup process.
This makes me wonder if, for those specific machine, Displagent's auth website is being blocked perhaps? I use an Auth service called Auth0, can you check and see if the Auth0 website (https://auth0.com/) is blocked in anyway in your firewall?
Could you also go to View > Toggle Developer Tools, click the "Console" tab, and tell me if you see any errors or warnings appearing in your console?
Whatever is happening, something seems to be stopping the Auth0 login screen from appearing... I'm wondering if it's a network firewall issue on those specific machines.
Matthew Kinninmont
Daniel Miradakis Thanks, this was helpful. I have emailed you the log file for the broken machine.
Unfortunately the console tab in developer tools is empty. No error.
I have reached out to my internal security team as well regarding the auth0 firewall situation. Hopefully they can shed light on that issue as well.
Daniel Miradakis
Matthew Kinninmont thanks for your log file, I got it and just read through it, very helpful!
I think I'm starting to have an idea here...
Can you ask your security team if they are doing anything with self-signed certificates on the broken machines/servers where Displagent is not working? I'm like 90% sure that that's what's going on here, I think an error is popping up from a self-signed certificate being used in my app's HTTP request up to Auth0. It may in fact have nothing at all to do with your firewall, I think it's because my app isn't configured to work with self-signed certificates at the moment.
We use self-signed certificates at my day job on the company's internal servers, so I wouldn't be surprised if perhaps your team is doing the same.
If I'm right, I believe I have a workaround to deal with this, but I'd like to hear from your security team first to ensure I'm on the right track.
Thanks!
Matthew Kinninmont
Daniel Miradakis Appreciate your help. I have forwarded your response to our team, and I will update you with their reply once I have it.
Daniel Miradakis
Matthew Kinninmont: Since I haven't heard back, I'm going to close this for now. Let me know if you're still experiencing issues on your end and I can reopen, thanks!