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Problem (Issue) Statement:

Unable to open xPortal3000 after fresh installation

Description:

After completing fresh installation of xPortal3000 software, upon re-starting the server PC and re-opening the software, an 'Unhandled Exception' error message is prompted.

Related Software:

/wiki/spaces/SRN/pages/97190280 below and
/wiki/spaces/SRN/pages/94438179 below

Related Hardware:

NA

System Application:

NA

Symptom and Finding:

After clicking xPortal3000 Server and starting Services, the following error message was prompted from the software with the detail of 'Exception from HRESULT: 0x800700E1'
Unhandled Exception Error Message

Figure 1: Unhandled Exception Error Message

Cause:

Antivirus software treats the xPortal3000 software as threat and prevents the xPortal3000 software from running normally.

Solution:

Option 1:
Summary

Warning

title	Warning!

Users are not recommended to run any xPortal software in Windows XP operating system as the system is unstable
Users are also advised to stop the xPortal Services before shutting down the Server PC to prevent any missing transaction issues.

.

Summary

Method 1: To update xPortal3000 software to v3.0.0.30 and above
Method 2: To add xPortal3000 software into antivirus software exception list before running xPortal3000 software so that the antivirus will not block the functionalities of xPortal3000 software

Info

title	To Solve the Unhandled Exception:

Users can choose EITHER one of the method to solve the Unhandled Exception issue that is caused by antivirus false positive detection.

Step-by-step Guide:

Method 1: To update xPortal3000 software to v3.0.0.30 and above
.
:

Info

title	Note

/wiki/spaces/SRN/pages/94307494 and above fixed the issue where xPortal3000 application was detected as malware / threat by a few major antivirus software.
/wiki/spaces/SRN/pages/

97288535

97223003 and above has applied code signing to the software to reduce false positive detection by antivirus software.

Option

Method 2:

Summary

To add xPortal3000 software into antivirus software exception list before running xPortal3000 software so that the antivirus will not block the functionalities of xPortal3000 software:

Step-by-step Guide:
Step1: Before re-installing xPortal3000 software, STOP the antivirus software.

Step2: After completing installation of xPortal3000 software, STOP xPortal3000 Server and Services.

Step 3: Open antivirus software to configure exception handling to include xPortal3000 software file paths in the exception list. The antivirus will exclude xPortal3000 software from scanning or executing shield protection activities which may block certain functionalities of xPortal3000 software.

Configure Exceptions at Antivirus Software
Figure 2: To configure exceptions at Antivirus software.

Date Documentation:

23/3/2018 (Rev 1.0)

Status

subtle	true
colour	Yellow
title	Proof-read

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Section

border	true

Column

width	100%

Versions Compared

Old Version 22

New Version Current

Key

Users are not recommended to run any xPortal software in Windows XP operating system as the system is unstable

Users are also advised to stop the xPortal Services before shutting down the Server PC to prevent any missing transaction issues.

Summary

Method 1: To update xPortal3000 software to v3.0.0.30 and above

Method 2: To add xPortal3000 software into antivirus software exception list before running xPortal3000 software so that the antivirus will not block the functionalities of xPortal3000 software

Step-by-step Guide:

Method 1: To update xPortal3000 software to v3.0.0.30 and above

:

Method 2:

To add xPortal3000 software into antivirus software exception list before running xPortal3000 software so that the antivirus will not block the functionalities of xPortal3000 software:

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