Smokeball desktop troubleshooting guide

Use this troubleshooting guide to resolve issues with the Smokeball desktop app.

Important Note

This guide is intended for Windows administrator users. Please forward it to your IT team if applicable.

System environment troubleshooting

Check system performance

  1. Open the Performance tab in Task Manager.
    • If CPU uptime > 4 days, check for Windows Updates.
    • If CPU uptime < 4 days, restart the Smokeball Windows Service from the Processes tab in Task Manager.
  2. Open the Processes tab in Task Manager. If CPU, Memory Allocation or Hard-disk Read/Write Capacity are > 90%:
    1. Close all open applications, including Smokeball.
    2. Restart Smokeball.
    3. Monitor hardware activity for at least a minute after Smokeball opens.

Check Windows updates

  1. Open the Start menu.
  2.  Search "Check for updates" and open the Check for updates window.
  3. Download and install any available updates to Windows.

Smokeball's interface and performance may be affected by an outdated .NET Framework. Please indicate in your support ticket if .NET Framework updates are triggered when checked.

.NET Framework updates may be impeded by other Windows updates, such as Cumulative Updates. You may need to check for these updates multiple times, even after restarting your workstation, to see if they become available.

Check Power Status and Options

General workstation performance may vary depending on power connectivity. Ensure that portable workstations are plugged into AC power.

Ensure that a high-performance power plan is selected in Windows Power Options:

  1. Open the Windows Control Panel and select Hardware and Sound.
  2. Select Power Options. 
  3. Choose High-performance as the Selected plan. 

 

Antivirus and security software troubleshooting

Open the utility application of any installed antivirus on the workstation, and add the following Smokeball program folders and files to the list of exceptions:

Folder path:

  • C:\Program Files\Smokeball

File paths:

  • C:\Program Files\Smokeball\binaries\Smokeball.exe
  • C:\Program Files\Smokeball\binaries\Smokeball.WindowsService.Host.exe
  • C:\Program Files\Smokeball\binaries\SmokeballToolbar.dll
  • C:\Program Files\Smokeball\binaries\SmokeballToolbarAddIn.dll
  • C:\Program Files\Smokeball\binaries\Smokeball.OutlookAddIn.dll

Websites

 

Account authentication troubleshooting

Before reauthenticating a user's account: 

  1. Ensure that all Office documents or emails have been saved and closed.
  2. Check the Smokeball file upload queue on the top-right corner of Smokeball for failed imported files. Review and confirm any files first, then clear the queue.

  3. Perform a backup of C:\Program Files\Smokeball\dataAu.

To reauthenticate a user:

  1. Log the user out of Smokeball by selecting File and Log Out from the top-left corner of Smokeball. 
    • If Smokeball is closed, log the user out by launching C:\Program Files\Smokeball\binaries\Logout.exe.
  2. Log the user back in.

 

Uninstalling and reinstalling Smokeball

An IT administrator should uninstall and reinstall Smokeball because User Access Control and antivirus programs require administrator permissions to override.

Before uninstalling Smokeball:

  1. Perform a DB file backup and save it to a stable location.
  2. Open Task Manager and suspend the Smokeball Update Service and Windows Service.
  3. Open the Windows Task Tray and close the Smokeball Tray Icon from there. Otherwise, exit the Smokeball process from the Task Manager.
  4. Clear all DB files from C:\Program Files\Smokeball\dataAu.
  5. Uninstall Smokeball from the Windows Apps & features window.

To reinstall Smokeball:

  1. Download the Smokeball client from https://www.smokeball.com.au/download. 
  2. Reinstall Smokeball and log the user back into their account once the installation is complete. Ensure they can access their account.

Note: Reinstallation may take a while (> 30 minutes), depending on the system environment. Confirmation of successful login may also take some time to ensure that reinstallation has not locked the user out of their account.

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