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Justinmind doesn't open.

2017 Pratheek.menon shared this problem 2 months ago
In Progress

I installed the Justinmind prototyper but I could only see the JIM logo flash for a couple of seconds. Nothing happens after that.

Comments (31)

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Hello,

Thank you for reaching out. Which version of Justinmind are you currently using?

Thank you,

-Chloe

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The latest. 9.2.2

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Hello,

Could you run through this process for me?

- Uninstall version 9

- Go to your user's folder, open the Justinmind folder there and delete any folder that has 9.2.2 or any version starting with 9

- Download the installer from here https://www.justinmind.com/download

- Install and launch again


Please let me know if this works.

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It wont let me uninstall it either. When I click on the uninstall executable, it shows the loading cursor and then nothing happens

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Regardless, I deleted the entire folder, downloaded a new installer file and tried reinstalling but it's the same outcome again.

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Hello,

That is very strange. Can you attach your log files so then we can take a look and see what the problem might be?

You can find them by following this file path:


On Mac: [folder of the user]/justinmind/version/logs.log


On PC: (C://users/youruser/Justinmind[version]/logs.log)


There may also be a file called logs.log.1 in that folder. If it's also listed, please attach it as well.


Thank you kindly,

-Chloe

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Here is the logs file

Files: logs.log
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Hello,

Thank you for sending us your log file. I am reaching out to our second-level of support to see what the problem could be. I'll let you know when they get back to me.

Thank you for your patience,

-Chloe

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Sounds good !

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Hello,

Could you check to see if you have some log files on the ‘configuration’ folder? Here is the file path:

Windows : installation folder/app/configuration


Mac: Justinmind.app/Contents/Java/configuration


If there are log files in there, could you attach them here?

Thank you,

-Chloe

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No I don't see any logs in the folder..

Files: 1.PNG
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Hello,

Could you please install this new installer and then open the application and send us the logs.log on the user folder/Justinmind ? This should give us a better idea why this issue is happening.

https://d2ld3he4yll0xl.cloudfront.net/tests/Justinmind-test.exe

Thank you for your corporation,

-Chloe

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Here you go:

Files: logs.log
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very bad experience, after installing the latest version, sometimes unable to sync file, and open another file from colleagues..

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Unfortunately, the logs don’t contain any of the info we needed. We're not quite sure what the problem could be. We built a new installer in case the problem happens way before we expected (these logs will also let us know if are generated with this test version).

http://d2ld3he4yll0xl.cloudfront.net/tests/Justinmind-test.exe


Thank you kindly,

-Chloe

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The installer isn't getting downloaded. It just leads me to a blank tab and nothing happens.

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Hello Pratheek,

Please could you try to download the installer with this link (last one wasn't using https )

https://d2ld3he4yll0xl.cloudfront.net/tests/Justinmind-test.exe

Thank you

-Carles

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Logs for the new installer:

Files: logs.log
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Thank you so much for your help! We are still investigating the problem, at least the last logs gave us and idea of where the problem is. It seems there's an internal crash of a third-party library we are using, that makes the JVM to stop unexpectedly. In order to be able to reproduce the problem we need some extra information about your computer. Please could you tell me which version of Windows are you using? is it 32 or 64 bit?

Additionally, please do you mind to run the "Event Viewer" application right after Justinmind crashes at start? You should look for an error related to Justinmind, under the "Window Logs->Application" section and please post a screenshot of the error here. I'm attaching a similar screenshot so you know what we are looking for.

e72d2bbaa0543b963a919a04b5703de3

Thanks in advance.

-Carles

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I am using a 64-bit version of Windows 10 Home. I tried the thing with Event Viewer multiple times but the error isn't getting listed there.

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Hi Pratheek, could you try to do another test with this new installer and send us the new logs :

https://d2ld3he4yll0xl.cloudfront.net/tests/Justinmind-test.exe

The installer will collect and give us some info about the java properties on your system in case there's something special on your configuration.

Additionally, please could you do a search inside Justinmind installation folder and try to find a crash log from the JVM? The JVM logs are named something similar to "hs_err_pid_XXXXX.log", so you can try searching for "hs_err_pid".

-Carles

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Apologies for the delay. I was occupied these last few days. The installer link is not working for me. Could you verify and send it again ?

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Thank you for getting back to me. Please could you try to download it again? It should be working again:

https://d2ld3he4yll0xl.cloudfront.net/tests/Justinmind-test.exe

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Thanks ! I tried it with this installer. Attached are the log files you asked for.

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Nice, thank you so much! The logs contains more information compared with the previous ones, I can confirm the issue occurs trying to load a third party .dll library.

We are still investigating why it's happening but it's probably related with the system configuration. We will try to find a fix on the next few days and get back to you as soon as possible.

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Hi Pratheek, I'm afraid but we couldn't reproduce the error on our computes. Please, would you mind to do one more test?

As I said before the problem occurs trying to load a .dll (sunec.dll), seems that with the configuration on your computer the application it's trying to load the library from somewhere outside Justinmind the installation folder (probably another program installed on your computer also have a JVM that may be interfering)

Please could you try to copy the sunec.dll file that you'll find at "Justinmind installation folder/app/jdk/bin" and copy it to the root of the installation folder, next to the Justinmind.exe. Try to launch the application again nad let me know if it works.

Again, thank you so much for you help.

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Nope. Still not launching.

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Ok, still crashing but now the problem seems to be with a different.dll.

Do you mind to download the attached .zip file (contains the rest of dlls from jdk folder) and unzip the .dlls next to the .exe, and try to run it again

Files: dlls.zip
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Hello,

Is it able to launch now? Let me know!

Thank you,

-Chloe

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No it still doesn't launch despite putting all the DLLs next to the exe file. PFA the logs.

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Hello Pratheek, please could you do a search on your system and look if you have a file named "sunmscapi.dll"? In case it exists one or more files(from outside the Justinmind installation folder) please attach them here so we can verify if one of them is the reason of the error.

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