Symptom

When you perform operations on the C/S client, the client does not respond.

Possible Causes

No Microsoft operating system patch has not been installed on the PC where the C/S client is installed.

Procedure

1. Open Internet Explorer, enter https://connect.microsoft.com/VisualStudio/Downloads/DownloadDetails.aspx?DownloadID=35604 in the address box, and press Enter to access the Microsoft website.
2. Download a proper KB2484841 patch based on the actual operating system version.
3. Install the KB2484841 patch and restart the C/S client.
4. Check whether the fault is rectified.

   If the fault is rectified, no further action is required. If the fault persists, go to 5.

5. Collect information as follows and submit the information to Huawei technical support engineers:
   • Collect debug logs of the IVS C/S client.
     1. Log in to the IVS C/S client and choose Para. Setting > Local Parameter.
     2. Set Enable local debug log to Yes and click Save, as shown in Figure 1.
        Figure 1 Enabling debug logs
        
         NOTE:

        After debug logs are collected, set Enable local debug log to No.

     3. Recur the fault. Go to the log directory of the C/S client and collect the debug logs of all services in the main directory when the client does not respond.

        The default path for storing debug logs is C:\Program Files\huawei\HW_IVS_Client\log\main.

   • Record the CPU usage of the HW.EIVS.UI.exe process when the client does not respond.
     1. Press Ctrl+Shift+Esc to open the Windows Task Manager.
     2. Click the Processes tab and find the HW.EIVS.UI.exe process, as shown in Figure 2.
        Figure 2 Windows Task Manager
        
     3. Recur the fault. Record the time when the C/S client does not respond and also the CPU usage of the HW.EIVS.UI.exe process in the Windows Task Manager.
   • Choose Start > Control Panel > Programs > Programs and Features and take a snapshot of preinstalled programs.
   • Open the CMD, run the systeminfo> c:\sysInfo.txt command, and collect the sysInfo.txt file in disk C.
   • Collect the hosts file in C:\Windows\System32\drivers\etc.
   • Take a snapshot of video card information in the Device Manager window.