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GP 2018 Login Leads to a blank screen

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Posted on by BC365Admin

We have the GP 18.3.1200.

We log into a Windows Server 2012 terminal server and then load up GP from there.

This system has been working for years and has no issues with resource utilization.

Starting 2-1-2021, we have had users log in and select a company. This loads GP into a blank white screen and GP goes "Not responding."

I have to kill the GP process and have found that if I have them log into a different company and then switch to the company that was freezing for them that it sometimes loads fully.

I haven't been able to narrow down what has caused this to happen.

No updates have been made to the terminal server or the GP server.

Has anyone else ran into this issue?

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Microsoft Dynamics GP

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David Musgrave MVP ... 14,095 Most Valuable Professional on at

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Can you get a SQL profile trace? Not responding usually means it is busy at the SQL level.

Maybe your syMenuMstr (SY07110) table has a product adding junk records. See if the record count is increasing each login. Should be around should not be more than about 3000-5000 records.

David

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Derek Albaugh on at

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Since it sounds like the issue is when logging into a specific company, a dexsql.log or SQL trace as David suggested, is where you'd want to look, to see what is taking a longer time to run.

Per support, we would also want to rule out third-party products in play as well and/or if users go through anything extra when connecting to the terminal server, such as Citrix session, RemoteApp, etc., we've seen those cause different behavior at times as well, though not so much if specific to logging into only one of the company databases.

Let us know if you have any questions or findings.

Thank you

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BC365Admin 28 on at

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David, Thank you for the response. I will look at grabbing an SQL trace and catching the white screen.

We have 2804 records. I will be monitoring this table and take note of the number when we receive another white screen.

The users who have had to use the workaround yesterday, are logging in normally today. However, today the white screen is affecting users who it didn't affect yesterday.

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BC365Admin 28 on at

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Derek, Thank you for the response. Will do.

It is just a terminal server. I did however, get one user who was having the white screen set up on RemoteApp and it worked fine. I was hoping this meant it was an issue with that specific terminal server, but it is happening to other terminal servers.

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Beat Bucher GP Gee... 28,058 Moderator on at

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What happens if you let GP sit long enough to eventually see how it ends up... ? I've had a similar issue years ago on a GP 2013 TS environment where the GP client would take forever to login (no specific company though), and despite all my analysis and research, the problem went away as it started. I could not rule out it wasn't an issue with Windows updates at the .NET level, which GP uses.

Is the issue affecting all users ? I've seen cases where an issue like this would affect specific user logins in GP, and creating a new user, copying the security over from the old user, and the new login would work just fine...

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sdcraig 366 on at

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Some of my clients were having the same issue after going to 18.3 and it was taking up to 3-4 minutes to get logged in - the issue we found was they were using Integrity Data and that was causing the problem - they do have an update on their site to fix that - if that is not the issue I suggest running a DEXSQL Log to see if it gives you anymore info

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BC365Admin 28 on at

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Béat, we have let it sit for ~10 minutes before trying the workaround I found.

If it persists, I may have to attempt your fix.

It seems as if it "goes away" the next day after we do the workaround.

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BC365Admin 28 on at

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sdcraig, interesting, we do not have Integrity Data. I will be watching the logs.

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Mike Bresnan 65 on at

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Was a root cause ever found for this issue? we just had a similar outage happen across all users on a load balanced host pool.

I was able to remotely log into the actual SQL Server and get into GP there, and then everyone suddenly freed up.

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BC365Admin 28 on at

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We were not able to find a root cause.

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