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MindManager Snap - Snaps going missing (Ref: #2880507)

JamesAK shared this question 40 days ago
Discussion Closed

I've reported this issue to Support and despite several emails back and forth between themselves and myself had very little progress - it has been 4 weeks since their last communication on the matter.


MindManager seems to be losing the session between cloud.mindjet.com and the application.


I use Windows MindManager Snap to send a snap. Snap says it has been successfully saved. However, it fails to appear in Windows MindManager Snap queue. After a minute or so I get the scripting error from Windows MindManager Snap.


To get past the error, I have to log out of the Windows MindManager Snap queue via Publish. And then sign back in.


The most recent Snap is seemingly lost.

I have lost a number of lengthy Snaps this way and am getting increasingly irritated.


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Comments (10)

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Hi James,

I apologize on behalf of the MindManager team for the delay in handling your support ticket. I will begin looking into this and get back to you as soon as I have information to share.

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My question (see entry from just) is similar, but I don't get an error message.

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your Internet browser is blocking encrypted pages. You need to activate this feature in your browser internet options

Please read this: Avoid “Do not save encrypted pages to disk” | Microsoft Docs

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Best, Andreas

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Er, Andreas - that is an old problem from 2011 and has since been updated:


"Update: In IE10, the Do not save encrypted pages to disk option now behaves differently. Instead of trying to prevent HTTPS resources from being saved to disk, the option will delete cached-from-HTTPS resources from the cache when the browser is closed. This helps ensure that the browser works correctly even when this setting is enabled. The checkbox was slated to be retitled "Clear HTTPS cache when browser is closed" but we unfortunately ran out of time."

The problem is that sessions between Snap & cloud.mindjet.com and MM20 (Windows) & cloud.mindjet.com are being lost. Logging in and out forces those sessions to be re-established until they are lost again later. That's the issue that Support needs to investigate and solve.


I am happy to assist, but there has been little engagement from them over the past 4 weeks, which saddens me given how critical I feel this problem is.

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Hi James,

Our engineering team has been working on this for the past 2 days. They performed multiple tests and believe the cause of this issue may be due to using an older TLS protocol.

Some Background

MindManager Snap uses Internet Explorer for the Snap Queue, this is typical for Windows desktop applications that need to show browser based applications within them.

MindManager Cloud infrastructure requires TLS 1.2 or greater. TLS is a security standard for transporting data between clients as part of HTTPS.

If your Internet Explorer tries to use TLS 1.1 or something older it won't work.

So to fix this you need to force Internet Explorer to use TLS 1.2 or greater.

Please check your Internet Explorer settings to make sure that TLS 1.2 is checked

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If that doesn’t work please try the following to enforce the use of TLS 1.2 for .NET via registry

1) Sign out from MindManager

2) Close down MindManager (including MindManager Snap Desktop tool)

3) Unpack the attached file

4) Double-click to import the settings


5) Launch MindManager and login in again


Please let us know if either of these work for you!

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Several quick notes:

Tried sending a snap and got a "There was a problem sending your Snap, please try again" error message, which is new. 2 options: Start Over or Try Again.


Try Again: same result as above.


Start Over: re-opens the original Snap with the Topic Text and Topic Notes - Optional retained, which is good. Hit Send again and get the same error message.


Sign out and back in via MM20 (Windows). Snap re-started with Snap with the Topic Text and Topic Notes - Optional retained. Hit Send - still getting the same Snap error.


Just opened the Snap Queue and found multiple copies of the original Snap, even though I'm still getting the Snap error.


Signed out of MM Snap. Please Sign In option (bottom left corner) on Snap window inoperative. Closed MM Snap window and re-opened. Large Sign-in options on RHS available. Sign in. New Snap with empty Topic Text and Topic Notes.

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TLS settings were already correctly set.

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Ran the https://tls1test.salesforce.com/s/NET40-Enable-TLS-1_2.reg_ in a chrome browser. Result:

green-check TLS 1.1 Deactivation Test Passed

I will put in the "SchUseStrongCrypto"=dword:00000001 keyword into the registry under:

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319]


[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\.NETFramework\v4.0.30319]


What is the ._NET40-Enable-TLS-12.reg script doing besides doing the TLS deactivation test I ran in Chrome above?


Sorry, I was never going to run a registry script without a clear understanding of what it is doing.

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Hi James,


The reg import file contains entries to enable TLS 1.2 by default in all installed .NET 4.0, 4.5, 4.5.1, and 4.5.2 applications on your system.


Cheers,

Paul

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Applying the "SchUseStrongCrypto"=dword:00000001 keyword into the registry under:

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319]

&

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\.NETFramework\v4.0.30319]


This markedly improved the situation, in terms of, the length of time between failures, but failure did still occur. This time a Snap went missing and then the subsequent Snaps were successfully sent without needing sign-outs and sign-ins. After a six-hour period a sign-out and sign-in was necessary to get Snaps working again.


Today, I'm willing to apply the NET40-Enable-TLS-12.reg.zip in its entirety but I would still like to understand completely what the ._NET40-Enable-TLS-12.reg script is doing besides executing a TLS deactivation test?

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Hi James,


Thank you for the update. I am glad the suggestion has helped a bit with your issue.


NET40-Enable-TLS-12.reg file provided is a registry import file, there is no need to open this file as you have already done the same thing with your manual update of registry keys specified.


Now, onto the issue after a long period of inactivity. I am afraid there isn't a workaround solution for MM 20.1 available right now.

This issue should be addressed/resolved in MM 21.0.


Let me discuss with our product team and see what we can do for you.

Sorry for the inconvenience.


Cheers,

Paul

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H'lo Paul


So is there a known issue with MM Snap on MM20.1 that has been resolved in MM21. with regards to Snaps not being transmitted and received within the Snap queue.

Is there a known issues list with MM21, as I could be easily persuaded to upgrade to MM21 so long as it didn't introduce any new problems that I am not currently suffering from.

Regards


James.

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