Information Systems:ASW GUI screens disappearing in Windows

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Background

Several users have reported an issue with ASW GUI (SEAGULL) on Windows 10 where the window seems to disappear into a third screen that isn't visible on the dual monitors. This may also be reported as

  • Ther user not being able to log on to ASW
  • The user not being able to find the ASW window they were just working on.

Other symptoms of this problem include:

  • It's seemingly unable to be solved by anything short of a full re-installation of Windows.
  • The problem only occurs for the user reporting the problem i.e. signing in as yourself in a new ASW window on the same computer works.
  • The problem will just manifest itself randomly after weeks/months of stable use.

Although the cause is unknown (doesn't happen to every user), the problem was traced back to a registry glitch (likely from the problem being too old for the modern Windows windowing system). When ASW is installed, certain registry settings keep track of the window parameters (panel sizes, default monitor for new sessions etc.). There appears to be a different set of registry settings for each Window user and each ASW user that establishes a session for that computer.

Fix

  • Open Registry Editor
  • HKEY_USERS -> (user SID) -> Software -> SEAGULL -> J Walk Windows Client.
  • Delete the keys PanelPos, Pos33, if they exist.
Note: There will likely be multiple user SIDs e.g. S-1-5-21, depending on how many users have signed in to that computer. Try all of them. Delete the above keys for each user where they exist, if needed.

Notes

  • The problem can be pinpointed to the rendering of non-ASW screens in the GUI e.g. UNITY extensions screens. For example, the screen to select a contact prior to sending a PO or debit note is a CNS screen. Also, the initial menu screen after a login (for many users) is also a UNITY screen.
  • No idea how I figured out that the problem was in the registry. I guess because of the symptoms (especially the fact that reinstalls didn't work), that was the only place where it could be.
  • Be careful not to confuse this with the window being "off screen" when this happens the tab for ASW will be available in the tray, but clicking the window doesn't bring the screen up. Use CTRL+SHIFT ARROW to get this resolved.
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