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Survey123 Connect freezes when clicking "New Survey" button

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06-14-2023 12:18 PM
ChrisBoland
New Contributor II

I recently updated my Survey123 Connect to version 3.17.55 and almost every time that I press the "+New Survey" button the application freezes.  The new survey popup window never appears and if I click on anything within the Survey123 Connect window, my computer gives the notification ringing sound like there's a window open expecting user input, but provides no message.  I noticed that the when I hover over the button it turns white, but when I click it, it hesitates as white then turns green before the application freezes.

I've killed the application in task manager and restarted my computer multiple times with no avail.  Has anyone else experienced and/or resolved this issue?

Update:  Just downloaded update v3.18.123.  Still doing the same thing.  I noticed that if I'm not signed into AGOL or my Organization's portal, the "New Survey" button opens a window to connect to whichever one I have it connecting to at that moment.  Once I put in valid credentials and the application connects to the portal successfully, the application freezes up again providing the same result as above.

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7 Replies
ZacharySutherby
Esri Regular Contributor

Hello @ChrisBoland

Would you be able to provide a diagnostic log when this issue happens? 

Thank you,
Zach
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ChrisBoland
New Contributor II

Thanks for the link to show how to enable diagnostic logging.  

By some miracle, the new survey button is working right now.  If it starts happening again, I will provide the log.

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_CameronPearson
New Contributor

Hi Zach, 

Our intern Elizabeth is having trouble installing Survey123 Connect. She has tried 3.18.123, 3.17.54 and 3.17.55. Once installed and she clicks on "Advanced Template" the program freezes and crashes. Please take a look at the log report attached for reference. We have submitted a premium support ticket and hopped on a call with an analyst but still cannot figure out the issue. Thank you for your time.

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ZacharySutherby
Esri Regular Contributor

Hello @_CameronPearson

Looking at the diagnostic log one of the last things that's happening is Connect is trying to reach out to the ArcGIS Online group that contains the XLSForm template items. It looks like this is completing successfully, but often freezing in Connect is caused from unexpected responses from requests. One way to see if this is the issue is can your colleague access https://www.arcgis.com/sharing/rest/content/groups/c83f056315f84636976c5f8d32aa1d7b/search?f=pjson in a browser on their machine? 

Assuming they can, it would be helpful to pass along any Application logs in Windows event viewer that are generated by the crash to the Support analyst. 

Thank you,
Zach
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ChrisBoland
New Contributor II

Hi Zach,

Last Thursday when it worked, I was physically in the office.  This morning I'm out of the office and it started to do the same thing.  So, the only thing that I could think of was VPN.  So, I restarted my computer and opened Connect before connecting to VPN.  Once connect opened, I was able to click on New Survey and it worked.  I then connected to VPN and I was still able to open the New Survey menu.  I've attached both logs for your review.

Is there something in my VPN setup that might be causing this behavior?

Thanks for your insight!

Chris Boland

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ChrisBoland
New Contributor II

Hi @ZacharySutherby ,  I spoke too soon about the issue being my VPN.  This morning I opened Connect before signing onto VPN and clicked the "New Survey" button.  It asked me to log into my AGO account.  When I signed in, the program froze up and no New Survey Window appeared.  Attached is today's log.

 

Thanks again, Chris 

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_CameronPearson
New Contributor

Hi @ZacharySutherby we ran the app and nothing pops up in her event viewer app log window any suggestions?

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