Switch To /Retry Application

Good afternoon all,

We have a customer who is experiencing the 'Switch To / Retry' message when using Opera 3. Interestingly they are the same customer who has an issue with blank emails being sent from Opera which appears to be a problem with an update to Office 2013.

When you click 'Switch To' on the message the start menu appears - so no clues there as to what the problem is.

We have found that opening task manager and ending either Excel.exe or WinWord.exe from the processes list resolves the issue. These processes appear even though Excel and Word are not open. Once the process has been ended Opera springs back to life.

The message does not seem to be specific to a particular process in Opera. Customer is using v2.14.10 Opera 3 and Office 2013 (32.-bit). The issue has started cropping up in the last month so I am suspicious of updates.

Has anyone else come across this?

Thanks,
Alex

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Comments

unknown

Thats interetsying. Ive always dismissed this message as a network issue, the PC not being able to talk to the server properly. But I had the exact same call this morning. Rather than just pass it off, I did what you suggest, went into task mgr to see if anything was running & oddly excel.exe was!! But Excel wasnt open. I closed this along with a couple of other things that were running, but sadly it didnt resolve the issue. As soon as she logged back in, she got the switch to message.....but its intersting you noticed the excel.exe too

richardd

One of my IT guys just dealt with a call of the same nature while I was reading this! He uninstalled Opera and deleted all the temp files before re-installing but had exactly the same issue on Opera logon. He then re-booted the PC which fix the issue.

The have just checked the PC and the last windows updates were at the end of August. We will check for instances of excel if this occurs again.

XRL is also installed on the PC we had issued with.

alex

Uninstalling and reinstalling seems to temporarily fix the issue on our customer site but the problem always comes back.

I have also tried completely uninstalling and reinstalling XRL as I wondered whether it was that but I have had customers who have confirmed they have not used XRL on the day they received the switch to message.

Our customer site had one person with this problem 2-3 weeks ago and now many more users are experiencing the issue. Their blank email problem escalated in the same way (as updates were installed I guess) so I wondered if it is down to the updates.

unknown

We've seen this once with a virtual (client) machine that was very sluggish when anything connecting to printing in Opera was involved. We think it is related to the new ability to publish to Excel in Opera 3. This seems to require an instance of Excel and XRL (and presumably any other add-ons) would have to be loaded as well. We ended up disabling XRL addin within Excel as it wasn't really used on the machine in question. Hopefully Pegasus will come up with a more longterm solution.

The other classic for this of course is excluding the Opera folders from any realtime antivirus protection on server and clients but I'm assuming you've already done that.

richardd

Customer had this issue again this morning. Excel was not open but like you previously reported excel.exe was running. We had to terminate 2 instances of excel.exe before Opera could be used again. We are going to try remove office updates installed over the last 2 months and also logged the call with Pegasus.

alex

Hi Richard,

Our site was experiencing the blank email and the switch to/retry confirmed yesterday that they have uninstalled the Office update as suggested above and this has resolved the email issue and appears to have resolved the switch to/retry as well. They had only applied this to 2 computers as of yesterday and are going to roll it out to the rest this week so I will have confirmation later this week if it has definitely fixed both issues.

unknown

has anyone actually got any info on which Microsoft updates caused the issues? A few of my clients have had their IT support providers roll back but I have not had any specific evidence of which ones have caused the issue?
Pegasus unsurprisingly are treating this as a Microsoft issue and not a software one so are not going to research any further - wonder if anybody had a definitive list of the culprit updates yet?

Gelangens_Anlage_Entwurf.pdf

richardd

Rocky, hope you are well.

Rolling back KB3055012 fixes the outlook issue. Pegasus are also blaming the "switch to" excel issue on this update but I am not so sure. We think KB3055012 is also included in 3083805 but on the PC with the "switch to" issue this was not installed. We did find 3085495 which was installed in August so we removed this and turned updates off. The problem is intermittent so will update you early next week.

Richard

unknown

Thanks Richard Thats great info, seems to be different combos of Office and updates applied in our cases - the common thread appears to be virtual environments, although I have had a demo machine go down with it that was totally independent, the majority of complaints have come from users with environments that have users connecting via citrix or TS. This may be completely coincidental however.

alex

Our site experiencing the issue uses a traditional server/client environment, not virtual.

unknown

I thought it might be just a coincidence - thanks

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