Windows App Troubleshooting Guide - Screenleap/support GitHub Wiki

Installation Issues

You can determine if a user has successfully installed the Windows app by looking for the following directory:

API: C:\Users\[username]\AppData\Local\ScreenShare

Screenleap: C:\Users\[username]\AppData\Local\Screenleap

Startup Issues

General Troubleshooting

Determine if the user has installed the Windows app (see above).
Determine if the starter app has successfully started.

The installer app should automatically start the starter app once the installation has completed. You can determine whether the starter app has successfully started by looking for the screensharestart.log (API) or screenleapstart.log (Screenleap) log files in the installation directory.

Determine if the starter app is able to successfully connect to the Screenleap site directly or through a proxy.

Look in screensharestart.log (API) or screenleapstart.log (Screenleap) log file for the text "Successfully connected to http://www.screenleap.com". If the user doesn't see the text and you are behind a proxy, then it is likely a proxy configuration issue. It could also be a network issue. You can differentiate the two by asking the user to go to http://www.screenleap.com in his/her browser. If the user can access the site using the browser, then it is likely a proxy issue.

Determine if the user has successfully allowed permission to use the custom protocol handler.

Once you have determined that the user has installed the Windows app (see above), the next step is to determine if the user has successfully allowed permission to use the custom protocol handler. You can determine this by checking the screensharestart.log (API) or screenleapstart.log file in the installation directory for something like the following:

args[1] = screenshare:123456789

Determine if the presenter app is successfully started by the starter app.

If the screenshare.log (API) or screenleap.log (Screenleap) log files are present in the installation directory, then it means that the presenter app has been successfully started.

Determine if the presenter app is able to successsfully connect to the app server.

You can determine if the presenter app was able to successfully connect to the app server by looking for the "Presenter connect succeeded" text in the screenshare.log (API) or screenleap.log (Screenleap) log file.

Determine if the viewer is able to view the screen share.

You can go to the viewer URL in a browser to see if you can see the screen shared by the presenter. Please be aware that it will show "Waiting for presenter..." if the presenter has started the screen share in a paused state. Once the presenter unpauses the screen share, the viewer should be able to view the shared screen.

The Windows app is taking a long time to start.

Each time the Windows app starts up, it checks to see if there is a new version. If there is, it will update itself before starting the screen share. If you are on a congested network or have a slow Internet connection, it may take a long time for the screen share to start up. The screen share will eventually start up however if this is the issue.

If you are an API developer and you have set a time-out on your site to show an error to your users, if your time-out is not long enough, it may get shown to your users prematurely.

I am getting an error dialog when I try to start the Windows app.

When the Windows app is unable to start up, it will show you an error code consisting of three numbers separated by dashes. The numbers in the error code will help you to troubleshoot why the Windows app is not able to start up.

The first number has the following meaning:
1 - Unable to start the ScreenShare.exe app
2 - Unable to connect to the Screenleap servers using either direct connect or through a proxy
3 - Could not create a HTTP connection for checking the latest ScreenShare.exe version number or to download the ScreenShare.exe
4 - Unable to replace the older ScreenShare.exe app with the newly-downloaded one
5 - Unable to download the newer ScreenShae.exe app

The second number is the HTTP status code returned for the request that failed.

5-0-0
Means that the Windows app was unable to connect to the Screenleap servers and download the Screenleap.exe or ScreenShare.exe so it wasn't able to start the screen share.

This can be caused by:

A proxy or firewall that is blocking access to our site
A misconfigured network
The failure of the Windows app to detect the proxy setting

5-403-0
Means we weren't able to download the latest presenter app because an unauthorized response was returned. This could be because of a proxy misconfiguration.

I am unable to start a screen share and I see "FATAL Failed to create session" in the app logs

This means that you have a firewall or proxy server that is preventing the Windows app from connecting to the Screenleap servers. Please update the firewall to allow the following connections:

*.screenleap.com
*.joinscreen.com

I tried to start a screen share on Internet Explorer, but I keep getting the error "Cannot start the application. Contact the application vendor for assistance."

The ClickOnce app probably got corrupted. Delete the app from C:\Users[username]\AppData\Local\Apps\2.0. The apps will be in folders with random alphanumeric characters. You can delete them all if you don't know which one to delete. Retry sharing your screen afterwards.

I'm starting the Windows app from Internet Explorer and it is crashing on startup. It starts fine from other browsers. Why?

You should check to see if you have the Kensington Mouseworks app installed on their computer. Kensington Mouseworks has a bug that breaks all ClickOnce applications: http://blogs.msdn.com/b/winformsue/archive/2006/05/22/604103.aspx

The screen share starts but the callback that the callback was successfully started was not called.

This is an edge case that happens mostly during testing, but if the screen share is starting but you are not receiving the successful start callback, then it is possible that you have a previous screen share still running. This can happen because it can sometimes take up to 10 seconds for the screen share to stop.

To determine if this is the possible cause, check for something like the following in your browser console:

GET https://www2101.screenleap.com/api/v2/data/875776632/683997?isStart=true&ts=1426836661608 404 (Not Found)

Take a look at screenshare.log and check for the same screen share code. If the screenshare.log does not contain the same code, then this is likely the cause.

Unsupported Configurations

Internet Explorer on a Windows computer without .NET Framework installed that is behind a proxy that is blocking localhost