Titan Mobile Hangs on startup

Questions or discussions about the Titan and classic consoles and software.

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Gaztech
Posts: 8
Joined: 29 Mar 2017, 08:03

Titan Mobile Hangs on startup

Postby Gaztech » 18 May 2020, 12:57

Hi,
I'm using a Titan Mobile with the non-dongle version 10.1 software. (And no, I don't want to upgrade right now if that means we have to use dongles - which will get lost the first time one is used!)

We've had good service from our Titan Mobile and up until now I've had no issues with the software or the hardware. However, I recently had to change one of our laptops due to damage. I Installed the software (Lenovo laptop running Windows 10) as normal and expected to boot it up and see the request to licence screen when it started. However, it doesn't do that - the software starts and then hangs at the "Starting Titan" screen. No matter how long I leave it, that's all I get. (TM is connected on startup and I've tried another USB cable).

On install, I was prompted to go to the USB Expert to update the panels but they didn't appear in the Info window. After the full install, as it wasn't working, I repaired the USB drivers (seemed a logical thing to do) but it still doesn't respond.

I went back to USB expert and started the ACW service and the panels were indeed detected so it looks like comms are ok.

Am I doing something REALLY stupid or is there a diagnostic process that will tell me what is wrong?
When the software is running I get Titan Mobile appear in the task list and looking down further in the list I can see that the Titan Server is running. I do notice though that the Titan Server doesn't always shut down when I exit the software. I'm assuming for the moment that this is normal. Windows Firewall is OFF as I though it might be interfering but it still doesn't work. Other installs of this software have always worked just fine so I'm at a loss with this.

I went to device manager expecting to see some USB hardware that was showing an error - but nothing. Should I be seeing some specific USB devices? Maybe they didn't get installed at all - but the comms seem to be there. I tried removing the shutdown file too but that didn't make any difference.

This is very odd. Does anyone know what could be happening here?

Please advise if possible. Thank you!
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niclights
The eManual
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Joined: 24 Sep 2004, 01:06
Location: UK

Re: Titan Mobile Hangs on startup

Postby niclights » 18 May 2020, 13:19

I believe the most common reason for getting stuck on the grey screen with pulsing logo is when the application is not running with administrator privileges. If you haven't already done so try right-clicking on the Titan application shortcut and select 'Run As Administrator'.
Gaztech
Posts: 8
Joined: 29 Mar 2017, 08:03

Re: Titan Mobile Hangs on startup

Postby Gaztech » 18 May 2020, 13:41

I thought that too initially but the user already had admin rights... I tried creating a new use without rights and then used "Run as Administrator" - this didn't work either.

I've done some testing with the USB Expert though. It seems that with the ACW service running the Hardware (faders, switches etc) do respond and the changes appear in the USB Expert window. This tells me that the hardware isn't the issue - but I could be wrong of course. I need to get to the bottom of this!
Gaztech
Posts: 8
Joined: 29 Mar 2017, 08:03

Re: Titan Mobile Hangs on startup

Postby Gaztech » 18 May 2020, 13:47

I just had a thought... What actually shows up in Device Manager when the console is connected? I can't see any specific reference to the Titan Mobile. Should there be something - even though it seems to be communicating ok?
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niclights
The eManual
Posts: 4249
Joined: 24 Sep 2004, 01:06
Location: UK

Re: Titan Mobile Hangs on startup

Postby niclights » 18 May 2020, 14:11

I would suggest raising a Help Desk ticket about this via the website. It may be helpful to run the Log Collector and upload the log files in case they provide clues. If the file is too large to attach to the ticket it is recommended you use one of the free file transer services and include a link to that in the ticket.
Gaztech
Posts: 8
Joined: 29 Mar 2017, 08:03

Re: Titan Mobile Hangs on startup

Postby Gaztech » 20 May 2020, 09:05

Hi. I thought that I'd post the solution here as if may help other users with a similar issue.

After talking to Joe in support he highlighted an issue where TCP port 808 was in use by another service. Apparently, this port is required for the program to work.

The process that was causing the issue was part of the Intel Graphics Command Centre app named: One.APP.IGCC.WinService.exe

Although this service is part of the command centre app it appears that if you kill it, it doesn't affect the command centre at all (confirmed with Intel) and Titan then works just fine.

I solved it by writing a small batch file to kill the running app on Titan launch but it can also be prevented from starting from the "services.msc" plugin, setting start to "disabled".

Hope this helps anyone else with the the problem. 8)

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