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Troubleshooting a failing ThinApp application (1030313)

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Symptoms

  • Cannot run an application.
  • An application generates an error message.
  • An application behaves unexpectedly.

Purpose

This article guides you through the process of troubleshooting a ThinApp application that is not behaving as expected. It helps you eliminate common causes for your problem by verifying that there are no issue with operating system or software compatibility, and that the application was captured in a recommended method.

This terminology is used in the article:

  • Captured application: The application was captured and built using VMware ThinApp following the Best practices for capturing an application (1030290). Synonym: virtualized application.
  • Capture machine: This is the computer on which the application is installed natively.
  • Native installation: The application was installed using the standard Windows installation procedure applicable to the application.
  • Target machine: This is the computer on which the virtualized application is to be used.

Resolution

Please validate that each troubleshooting step below is true for your environment. Each step provides instructions or a link to a document, in order to eliminate possible causes and take corrective action as necessary. The steps are ordered in the most appropriate sequence to isolate the issue and identify the proper resolution. Please do not skip a step. If you perform a corrective action in any of the following steps, determine whether the application is now behaving as expected.

  1. Confirm that you followed the best practices during the capture of the application. For more information, see Best practices for capturing an application (1030290).
  2. Verify that the captured application behaves as expected on the capture machine, with the application natively installed. If it does not, file a support request with VMware.
  3. Revert the capture machine to a state in which the application has never been installed natively, and verify that the captured application behaves as expected. If it does not, file a support request with VMware.
  4. If the application is failing on a target machine, and the previous steps indicate that it functions as expected on the capture machine, follow these steps:

    1. Back up the target machine.
    2. Install the application on the target machine natively and confirm that it works as expected. If it does not, then investigate and correct the problem.
    3. Restore the target machine to its previous state.
    4. Install ThinApp on the target machine.
    5. Capture the application.
    6. Treating the target machine as the capture machine, repeat steps 2 and 3, like this:

      1. Verify that the captured application behaves as expected on the target machine, with the application natively installed. If it does not, file a support request with VMware.
      2. Revert the target machine to a state in which the application has never been installed natively, and verify that the captured application behaves as expected. If it does not, file a support request with VMware

  5. If the captured application is now working:

    • Use the application as it was captured on the target machine in step 4e.
    • Investigate the differences between the capture machine and the target machine, and modify the capture machine to more closely match the target machine.

      Note: While most applications can be captured on one operating system and successfully deployed to a different operating system of a more recent version, some applications must be captured on the same operating system as the target operating system.

Filing a support request with VMware

If a step instructs you to file a support request, do the following:

  1. Gather support data. For more information, see Collecting diagnostic information for VMware ThinApp (1006152).
  2. File a a support request with VMware Support. Note this KB Article ID (1030313) in the problem description, and include a description of which steps you followed and the step at which the failure was observed. For more information, see How to Submit a Support Request.

See Also

Request a Product Feature

To request a new product feature or to provide feedback on a VMware product, please visit the Request a Product Feature page.

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