Framework configuration Error during the initial software launch

Pipeline Integrations
1

Hello,

In our studio, some users get Framework configuration Error during Shotgun Desktop’s initial launch after the software installation.
The launcher’s loading fails somewhere after the users type their username & password and before UI appears.
So far reinstalling the software fixes this, but I’m wondering what is causing this issue.
Below is tk-desktop.log from one of the users:

Thanks, Yu

2020-07-07 11:57:35,673 [4540 ERROR sgtk.ext.shotgun_desktop.startup] Fatal error, user will be logged out.
Traceback (most recent call last):
File “C:\Users{username}\AppData\Roaming\Shotgun\desktop\install\app_store\tk-framework-desktopstartup\v1.10.6\python\shotgun_desktop\startup.py”, line 726, in main
settings
File “C:\Users{username}\AppData\Roaming\Shotgun\desktop\install\app_store\tk-framework-desktopstartup\v1.10.6\python\shotgun_desktop\startup.py”, line 338, in __launch_app
engine = __start_engine_in_zero_config(app, app_bootstrap, splash, user)
File “C:\Users{username}\AppData\Roaming\Shotgun\desktop\install\app_store\tk-framework-desktopstartup\v1.10.6\python\shotgun_desktop\startup.py”, line 456, in __start_engine_in_zero_config
return mgr.bootstrap_engine(“tk-desktop”)
File “C:\Users{username}\AppData\Roaming\Shotgun\desktop\install\app_store\tk-framework-desktopstartup\v1.10.6\python\tk-core\python\tank\bootstrap\manager.py”, line 492, in bootstrap_engine
engine = self._start_engine(tk, engine_name, entity)
File “C:\Users{username}\AppData\Roaming\Shotgun\desktop\install\app_store\tk-framework-desktopstartup\v1.10.6\python\tk-core\python\tank\bootstrap\manager.py”, line 1201, in _start_engine
engine = tank.platform.start_engine(engine_name, tk, ctx)
File “C:\Users{username}\AppData\Roaming\Shotgun{studioname}\sitec40.basic.desktop\cfg\install\core\python\tank\platform\engine.py”, line 2809, in start_engine
return _start_engine(engine_name, tk, None, context)
File “C:\Users{username}\AppData\Roaming\Shotgun{studioname}\sitec40.basic.desktop\cfg\install\core\python\tank\platform\engine.py”, line 2956, in _start_engine
engine = class_obj(tk, new_context, engine_name, env)
File “C:\Users{username}\AppData\Roaming\Shotgun\bundle_cache\sg{studioname}\v16026\resources\integration\tk-desktop\engine.py”, line 23, in init
Engine.init(self, tk, *args, **kwargs)
File “C:\Users{username}\AppData\Roaming\Shotgun{studioname}\sitec40.basic.desktop\cfg\install\core\python\tank\platform\engine.py”, line 149, in init
setup_frameworks(self, self, self.__env, descriptor)
File “C:\Users{username}\AppData\Roaming\Shotgun{studioname}\sitec40.basic.desktop\cfg\install\core\python\tank\platform\framework.py”, line 241, in setup_frameworks
fw_obj = load_framework(engine_obj, env, fw_inst_name)
File “C:\Users{username}\AppData\Roaming\Shotgun{studioname}\sitec40.basic.desktop\cfg\install\core\python\tank\platform\framework.py”, line 309, in load_framework
setup_frameworks(engine_obj, fw, env, descriptor)
File “C:\Users{username}\AppData\Roaming\Shotgun{studioname}\sitec40.basic.desktop\cfg\install\core\python\tank\platform\framework.py”, line 241, in setup_frameworks
fw_obj = load_framework(engine_obj, env, fw_inst_name)
File “C:\Users{username}\AppData\Roaming\Shotgun{studioname}\sitec40.basic.desktop\cfg\install\core\python\tank\platform\framework.py”, line 291, in load_framework
raise TankError(“Framework configuration Error for %s: %s” % (fw_instance_name, e))
TankError: Framework configuration Error for tk-framework-shotgunutils_v5.x.x: Cannot load metadata file ‘C:\Program Files\Shotgun\Resources\Python\bundle_cache\app_store\tk-framework-shotgunutils\v5.6.1\info.yml’. Error: unacceptable character #x0000: special characters are not allowed
in “C:\Program Files\Shotgun\Resources\Python\bundle_cache\app_store\tk-framework-shotgunutils\v5.6.1\info.yml”, position 0

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2

Hi @yu-otsuka,

Very strange, I’ve only seen this error a long time ago and relating to OSX using SMB shares for config, not really like this situation.

Glad that you can get it to work by reinstalling. Can you confirm if the error is the same/how many times have you seen it? Is it widespread or localised to a specific machine/user?

If you do hit this again, could you send us the file the error mentions to see if we could learn more from the file.

-David

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3

Hi @DavidMason,

So far we had about 5 error reports in the past 6 months.

It happens very randomly in both in-house and outsource environment, but it’s usually after Shotgun Desktop is installed to the machine for the first time. Unfortunately we didn’t keep the log (since reinstalling the software always works), I remember some are related to tk-framework like this time.

As the error says unacceptable character, I wonder if it has something to do with using Japanese language on SHOTGUN (e.g. People entity - Name field).

And yes, I’ll keep the file next time and share it with you.

Thank you, Yu

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