Azure explorer does not start and does not even show splash screen

[rd515064]

Preflight Checklist

• [X] I have installed the latest version of Storage Explorer.
• [X] I have checked existing resources, including the troubleshooting guide and the release notes.
• [X] I have searched for similar issues.

Storage Explorer Version

1.31.1

Regression From

1.31.1

Architecture

i86

Storage Explorer Build Number

Does not start

Platform

Windows

OS Version

Windows 10 Enterprise 22H2 19045.3324

Bug Description

Azure Storage Explorer does not start and does not display splash screen.

Steps to Reproduce

Launch Azure Storage Explorer

Actual Experience

When I try and start Azure storage explorer, the outline of the splash screen briefly appears then this goes away and program does not start. I looked for other issues such as https://github.com/Microsoft/AzureStorageExplorer/issues/578 and followed steps there to no impact. Created servicehub logs

Expected Experience

The program starts ok. Logs attached for failure logs.zip

Additional Context

No response

[craxal]

@rd515064 Some additional questions for you:

• Has this version worked for you in the past or does this happen after a fresh installation or update?
• Has a previous version of Storage Explorer worked for you?
• Does Storage Explorer not produce any log files apart from the ServiceHub files? If you can, please launch Storage Explorer from the command line and share the output you see in the terminal.

[rd515064]

It used to work before my laptop got re-imaged. I have tried a few reinstalls and the same thing happens It is currently uninstalled so will reinstall and see what I get at command line and post here

[rd515064]

[2023-09-20T12:59:04.444Z] (main:17052) <NONE> Log level: info [2023-09-20T12:59:04.447Z] (main:17052) <INFO> Startup app state: { lastWindowState: { rect: { x: 1930, y: 77, width: 1474, height: 881 }, maximized: false }, disableGpu: false, dialogAutoResponse: {} } [2023-09-20T12:59:05.401Z] (main:17052) <INFO> No proxy environment variables exist on startup [2023-09-20T12:59:05.402Z] (main:17052) <INFO> Applying proxy configuration [2023-09-20T12:59:05.403Z] (main:17052) <INFO> Proxy configuration source set to: none [2023-09-20T12:59:05.409Z] (main:17052) <INFO> Proxy configuration set to: undefined [2023-09-20T12:59:05.414Z] (main:17052) <INFO> Initializing user accounts manager account store... [17052:0920/135905.768:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135906.552:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135906.815:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135907.072:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135907.338:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135907.611:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17[2023-09-20T12:59:04.444Z] (main:17052) <NONE> Log level: info [2023-09-20T12:59:04.447Z] (main:17052) <INFO> Startup app state: { lastWindowState: { rect: { x: 1930, y: 77, width: 1474, height: 881 }, maximized: false }, disableGpu: false, dialogAutoResponse: {} } [2023-09-20T12:59:05.401Z] (main:17052) <INFO> No proxy environment variables exist on startup [2023-09-20T12:59:05.402Z] (main:17052) <INFO> Applying proxy configuration [2023-09-20T12:59:05.403Z] (main:17052) <INFO> Proxy configuration source set to: none [2023-09-20T12:59:05.409Z] (main:17052) <INFO> Proxy configuration set to: undefined [2023-09-20T12:59:05.414Z] (main:17052) <INFO> Initializing user accounts manager account store... [17052:0920/135905.768:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135906.552:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135906.815:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135907.072:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135907.338:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135907.611:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135908.000:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135908.549:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135908.880:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135908.891:FATAL:gpu_data_manager_impl_private.cc(431)] GPU process isn't usable. Goodbye.052:0920/135908.000:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135908.549:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135908.880:ERROR:gpu_process_host.cc(952)] GPU process launch failed: error_code=18 [17052:0920/135908.891:FATAL:gpu_data_manager_impl_private.cc(431)] GPU process isn't usable. Goodbye.

[craxal]

@rd515064 Is your laptop a 32-bit machine? If that's true, it seems like you may have tried to install 64-bit Storage Explorer, which won't work. We are no longer providing 32-bit installations; the last version that had a 32-bit installation was 1.29. You can still use older 32-bit versions of Storage Explorer, but you'll need a 64-bit machine to use current and future versions.

https://github.com/microsoft/AzureStorageExplorer/releases/tag/v1.29.2

[rd515064]

I am on 64 bit windows and installing 64 bit

[craxal]

@rd515064 OK, that's good. Next, have you tried launching Storage Explorer from the command line with the --disable-gpu flag to see if that unblocks you?

[rd515064]

I tried StorageExplorer.exe --disable-gpu and it made no difference, it still tried to launch the GPU process and failed.

[rd515064]

@craxal Faulting application name: StorageExplorer.exe, version: 1.31.1.0, time stamp: 0x64b493a8 Faulting module name: StorageExplorer.exe, version: 1.31.1.0, time stamp: 0x64b493a8 Exception code: 0x80000003 Fault offset: 0x000000000194a066 Faulting process id: 0x2dc4 Faulting application start time: 0x01d9ed4860390ef1 Faulting application path: C:\Users\me\AppData\Local\Programs\Microsoft Azure Storage Explorer\StorageExplorer.exe Faulting module path: C:\Users\me\AppData\Local\Programs\Microsoft Azure Storage Explorer\StorageExplorer.exe Report Id: 5d2fc462-dce6-4171-99ed-e0e7ffb4f090 Faulting package full name: Faulting package-relative application ID:

[craxal]

@rd515064 The "GPU process" in question is, I believe, the Electron renderer process. That process is in charge of rendering the app window and its contents. --disable-gpu just disables hardware acceleration.

There are some additional GPU-related flags you can try in combination. Try to pass them like this: storage-explorer --no-sandbox or like this storage-explorer -- --no-sandbox. I'll also give these a try on my end to make sure they work. Here's a list of flags:

• --no-sandbox
• --disable-gpu
• --disable-software-rasterizer
• --disable-gpu-compositing
• --disable-gpu-rasterization
• --disable-gpu-sandbox
• --no-sandbox

Have also you tried installing previous versions of Storage Explorer to see if they still work on your machine?

[rd515064]

Starting with "--no-sandbox" worked OK. I do get a lot of "GetMac.exe" (I think that is the window title) command prompt like windows appear and disappear. The process does not "die" properly on closing the window i.e. control is not returned to the calling command line and pressing Ctrl-C has no impact. I then closed the command prompt using the close gadget. Then I tried to start the tool normally and it FAILED again. I tried the "no-sandbox" and it worked again.

Does that tell you anything? Do I always need to use this option?

Thanks

[craxal]

I suspect this is a hardware-related issue. From what I gather, your issue is not an uncommon issue other people have with Electron apps. If using the --no-sandbox option unblocks you, go ahead and keep using it.

Two more questions which may help us investigate further:

• Have also you tried installing previous versions of Storage Explorer since you reimaged your machine to see if they still work?
• Can you provide details about your hardware (CPU, graphics card, available memory, etc.)?

[rd515064]

I have not tried older versions and I always used to apply updates as they arrived. I may not have time to do this.

[craxal]

@rd515064 Is this still reproducing for you? Have you had time to try other versions of Storage Explorer?

[craxal]

Closing due to inactivity. If this is still an issue, please open a new issue with any additional or requested information.