Windows client freeze and cannot restart without reboot (continued)

[TheMachine]

Hello,

• Do you have more than one Player running, connected to multiple desktops?

  The freeze happens in both cases.

 

• Is the main Player window, showing the list of machines, freezing as well?

  Yes, freezing as well.

 

• Open Task Manager and kill one NoMachine Player process at a time. Do the other Player’s start working correctly?

  No, if the freeze happens, player will not start until re-login/restart. Killing the remaining processes has no effect.

 

• When you can manage to start a new NoMachine Player, if you shutdown temporarily the NoMachine server do you see other processes running in Task Manager? How are they called? If you kill them, can you start correctly a new NoMachine Player?

  Its impossible to start a new NoMachine Player after freeze.
  Server is running stable.
  The following NoMachine processes still exist after such a freeze:

  nxrunner.bin
  nxservice64.bin

  Starting the NoMachine client creates a new nxplayer.bin process, but no gui.
  At least on my pc there is no %ALLUSERSPROFILE%\NoMachine\var\log\nxtrace.log file.

  Kind regards

[Britgirl]

We are aware of a similar behaviour and need to verify if your problem is the same. If it is, we suspect a problem caused by a Wacom driver. So that we can confirm it’s the same issue or indeed a different one, please tell us whether you have a Wacom pen/tablet connected to that Windows client. Are you running a service running called “Wacom ISD Service”?

[TheMachine]

Hello Britgirl,

in our department we are using HP Notebooks. In my case its an EliteBook x360 830 G7, although there are slight model variations among us. We’ve noticed that there is a “Wacom Device” listed in the Device Manager, and the “Wacom ISD Service” is running.

[joergn1970]

Hi,

I have an HP Elitebook x360 1040 G8. And yes, Wacom ISD service is running. These laptops have a touchscreen with pen based on Wacom. I also have a separate Wacon tablet I use sometimes.

best regards, Jörg

 

[Tor]

We’ve confirmed that some Wacom driver versions just hang waiting for something when the device input gets enabled on window activation. We didn’t find a code workaround for this unexpected behaviour, so the only possible solution so far consisted in stopping the ISD service, but of course this is not advisable if the tablet/pen must be used.
Can you all please check if there is an updated Wacom driver?

https://www.wacom.com/en-us/support/product-support/drivers#latest

[TheMachine]

Hello,
thank you for providing this information. I can confirm that after disabling and stopping the Wacom ISD Service, there have been no further freezes on my side.

[joergn1970]

Also here, stopping the Wacom ISD service makes the NoMachine sessions stable. They were up an running for several days in a row without any issues.

This is acceptable, because I often use the laptop stationary at my desk at home without using the touchscreen. This the scenario when I mostly use NoMachine. I have a standalone Wacom tablet on my desk, and that seems to work also without the Wacom ISD service active.

When being on the move I use NoMachine less constantly, but sometimes I would like to have the touchscreen with pen. Now it looks like I would need to switch the Wacom service on or off manually as needed. This seems to work, but of course I would still prefer a solution in which there are not interferences.

[Britgirl]

Thanks for your report. We will investigate what can be done from our side. Have you reached out to Wacom as well?

[joergn1970]

Thanks for still looking for solutions.

I am not sure how to handle this. The drivers are in fact provided by the Laptop maker HP and the laptop and its driver updates are managed by my company’s IT, although I could update it manually, but according to HP I have the latest version. I did not find a driver on Wacom’s site that matches it, because it is HP hardware. I also do not fully understand the technical dependencies. So I am not sure what to tell them. Shall I contact Wacom or HP and refer them to you or some contact at NoMachine?

[Britgirl]

Submit a report to Wacom or HP by all means. We will investigate from our side what needs to be done.

[Author]

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