Question

Snapshot user config screen launching instead of print dialog box

Snapshot

Updated August 18, 2015

asked on June 8, 2015

I have several users (but not all) that get the snapshot user configuration window instead of the normal Snapshot print dialog box when printing with Snapshot. We've found that by removing the CurrentUser Profile in their Snapshot8 registry keys that this then resolves the issue - but then it recurs again after some period of time. Has anyone else experienced this? Is there a reason for this occurring or a better solution to the problem?

Thanks!

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Answer

SELECTED ANSWER

replied on August 18, 2015

Wanted to give an update/resolution found to this topic... turns out that the issue is due to our telecommuting users having a different monitor model as their second monitor at home vs. the model being used when in office. When they were switching betwen locations, it was looking for the same monitor that they used when they did the first time set up and not finding it. We resolved the issue by having them always have the Snapshot window on their main/laptop monitor.

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replied on August 18, 2015

Thank you for taking the time to provide us with an update.

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Replies

replied on June 18, 2015

Ok - we were able to capture when a user was both broken and then after I had her functioning again. Screen prints attached. The .grp being passed is different in each.

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replied on June 8, 2015

Snapshot should present the print UI if it's passed a file path that has a ".grp" extension on the command-line. Using Process Explorer one can examine the command-line arguments used to start a program. The next steps to debug the issue would depend on whether the command-line arguments are correct or not.

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replied on June 9, 2015

Michael,

This is Jet (co-worker of Kate). Can you explain more in simple way what your response meant? :-)

Thanks

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replied on June 11, 2015

Is this: https://technet.microsoft.com/en-us/sysinternals/bb896653.aspx

the application you are referring to that I should run on an afflicted user to find out what is actually being passed or is there a utility that is on the LF server already available for doing this troubleshooting?

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replied on June 29, 2015

Any ideas on what is causing our issue or suggested next steps in troubleshooting?

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replied on July 6, 2015

Sorry for the late reply. You should upgrade your version of Snapshot to at least 9.0. Snapshot was overhauled internally with 9.0 and is more robust and has some error logging so we can figure out what's going on if it still happens.

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Snapshot user config screen launching instead of print dialog box

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