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What does "premium support" buy?

May 17, 2013, 12:00 am
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Never mind, it was right there all the time. I should learn to read <g>.
X1 Premium Support $24.95/yr
Get a guaranteed response time (within 12 business hours) from our expert Customer Care team, PLUS access to any and all product upgrades during your subscription.

New customers get a 90 day trial of premium support when they buy a product.

Subscription includes access to dedicated support portal
Immediate access to product updates
Early access to new product releases
Ability to submit cases to our expert Customer Care team
Priority response to your initial case submission
(12 business hours)
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What does "premium support" buy?

May 17, 2013, 12:00 am
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Planning on upgrading to v8. What does the $19.95 "premium support" buy me? (I don't see an explanation.) Does it mean unlimited upgrades for $20 a year? The right to speak to someone?
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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Hi Everybody,

I wanted to chime in here to let those of you experiencing the X1 Service connection error know that we are actively investigating this issue. As Rhonda mentioned this bug is proving a bit elusive--the dev team has enhanced program logging in an effort to gain some insight into the root of the behavior.

We are very interested to collect details regarding the errors each of you are seeing. We don't believe every user witnessing Service connection issues is experiencing the same (single) bug, so we need to try to unravel the problem.

Before proceeding, I'd like to ask each of you to try the following to see if doing so will enable the successful launch and functioning of X1 Search 8:

-a- Prior to installing, upgrading or launching of X1 (depending upon the point at which you encounter an issue), please open the Task Manager to the Processes tab, and sort the Image Name column in descending order, so that any X1 processes will appear at the top of the list.
-b- Immediately prior to launch of the Search 8 client, please confirm no X1Service.exe or X1ServiceHost.exe process remains active. If such a process IS running, please End the process manually from the Task Manager, and then try to launch X1.

Regardless of whether or not the above steps enable you to clear the Service errors you have been encountering, we would very much like to review the details of each specific case.

If you have the opportunity, please submit a support case at the following url:

http://www.x1.com/support/x1_search_submit_case.html

Materials to include that will be of great help:

1. Describe the behavior you observe - A description of the behavior you are experiencing will help us to categorize these issues. For example, please let us know if you encounter the problem upon a fresh installation of the Search 8 client or during an upgrade. Clarify, if you would, whether the error message you receive appears within the UI of the installer (i.e. before the Search 8 client launches) or after the Search 8 application has opened. During the installation of Search 8, did you opt to uninstall a previous version of X1 (e.g. 6.7.4)?

2. A picture is often worth more than a thousand words - If possible, please include a screenshot of the error message &/or the state of your application at the time of the failure. Screenshots can be immensely helpful to QA and Dev staff, when trying to reproduce the problem in house.

3. What's going on 'behind the curtain?' - X1 Search 8 makes logs of various program operations, in order to provide a means to forensically investigate application malfunctions. Toward the bottom of the "Submit A Case" form, there is a link to download the X1 Diagnostic Tool, along with instruction on its usage. PLEASE download and run the diagnostic tool, and upload the zip archive output it produces. Having access to user logs is often the critical factor in identifying and fixing program issues.

I sincerely apologize for the inconvenience this issue has caused each of you, and we all greatly appreciate your assistance in eradicating this bug once and for all!

I look forward to reviewing the cases submitted.

Best Regards,
Alan

Alan Anderson
Director, QA
X1 Discovery
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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Very frustrated by this same error and X1 not starting.

Service log below, if it helps.

15 May 2013 05:42:59,009 [StartServiceHost] INFO X1Service - Ver:5000fg 64bit
15 May 2013 05:42:59,025 [StartServiceHost] INFO X1Service - Running from W:\X1 Index Apr 2013\X1 Search
15 May 2013 05:42:59,025 [StartServiceHost] INFO X1Service - Product name: X1 Search
15 May 2013 05:42:59,384 [StartServiceHost] INFO LicenseManager - Initializing the license manager
15 May 2013 05:42:59,384 [StartServiceHost] INFO LicenseManager - Subscribing to shared cache events for license reloading...
15 May 2013 05:42:59,384 [StartServiceHost] WARN LicenseManager - Blocking license initialization until license manager initialized: XS
15 May 2013 05:42:59,399 [10] INFO LicenseManager - Attempting to acquire mutex: TrialMutex
15 May 2013 05:42:59,462 [10] INFO LicenseManager - Trial license file not found.
15 May 2013 05:42:59,462 [10] INFO LicenseManager - Releasing mutex: TrialMutex
15 May 2013 05:42:59,462 [10] INFO LicenseManager - Attempting to acquire mutex: ClientMutex
15 May 2013 05:42:59,462 [10] INFO LicenseManager - Waiting for mutex: ClientMutex
15 May 2013 05:42:59,524 [10] INFO ClientLicense - Server Process detected. Paid License loaded successfully.
15 May 2013 05:42:59,524 [10] INFO LicenseManager - Client license initialized.
15 May 2013 05:42:59,524 [10] INFO LicenseManager - LoadClientLicense: Service process detected - Skipping refresh.
15 May 2013 05:42:59,524 [10] INFO LicenseManager - Releasing mutex: ClientMutex
15 May 2013 05:42:59,649 [StartServiceHost] INFO LicenseManager - Initialization of license manager complete, proceeding with plugin license initialization: XS
15 May 2013 05:42:59,649 [StartServiceHost] INFO ScannerManager - dataCollectionEnabled: True
15 May 2013 05:43:04,781 [StartServiceHost] INFO PluginProvider - Loaded ZipTextExtractor from ZipTextExtractor.dll
15 May 2013 05:43:04,781 [StartServiceHost] INFO PluginProvider - Plugin RarTextExtractor not found
15 May 2013 05:43:04,781 [StartServiceHost] INFO PluginProvider - Loaded StellentTextExtractor from StellentTextExtractor.dll
15 May 2013 05:43:04,781 [StartServiceHost] INFO PluginProvider - Loaded X1.FilesScanner from X1.FilesScanner.dll
15 May 2013 05:43:04,781 [StartServiceHost] INFO PluginProvider - Loaded X1.OutlookScanner from X1.OutlookScanner.dll
15 May 2013 05:43:04,781 [StartServiceHost] INFO PluginProvider - Loaded X1.ImapScanner from X1.ImapScanner.dll
15 May 2013 05:43:04,781 [StartServiceHost] INFO PluginProvider - Loaded X1.SharepointScanner from X1.SharepointScanner.dll
15 May 2013 05:43:04,781 [StartServiceHost] INFO PluginProvider - Loaded X1.X1ServerScanner from X1.X1ServerScanner.dll
15 May 2013 05:43:04,812 [StartServiceHost] INFO PluginProvider - PluginProvider Created
15 May 2013 07:59:47,708 [StartServiceHost] INFO X1Service - Ver:5000fg 64bit
15 May 2013 07:59:47,708 [WatchForShutdown] INFO X1UILauncher - Launch hotkey set to default Ctrl-Ctrl
15 May 2013 07:59:47,724 [StartServiceHost] INFO X1Service - Running from W:\X1 Index Apr 2013\X1 Search
15 May 2013 07:59:47,724 [StartServiceHost] INFO X1Service - Product name: X1 Search
15 May 2013 07:59:47,724 [WatchForShutdown] INFO X1UILauncher - Registered keyboard hook for Ctrl-Ctrl
15 May 2013 07:59:47,724 [WatchForShutdown] INFO ShutdownWatcher - Watcher is running
15 May 2013 07:59:47,942 [StartServiceHost] INFO LicenseManager - Initializing the license manager
15 May 2013 07:59:47,942 [StartServiceHost] INFO LicenseManager - Subscribing to shared cache events for license reloading...
15 May 2013 07:59:47,958 [StartServiceHost] WARN LicenseManager - Blocking license initialization until license manager initialized: XS
15 May 2013 07:59:47,958 [10] INFO LicenseManager - Attempting to acquire mutex: TrialMutex
15 May 2013 07:59:47,989 [10] INFO LicenseManager - Trial license file not found.
15 May 2013 07:59:47,989 [10] INFO LicenseManager - Releasing mutex: TrialMutex
15 May 2013 07:59:47,989 [10] INFO LicenseManager - Attempting to acquire mutex: ClientMutex
15 May 2013 07:59:47,989 [10] INFO LicenseManager - Waiting for mutex: ClientMutex
15 May 2013 07:59:53,929 [10] INFO ClientLicense - Server Process detected. Paid License loaded successfully.
15 May 2013 07:59:53,929 [10] INFO LicenseManager - Client license initialized.
15 May 2013 07:59:53,929 [10] INFO LicenseManager - LoadClientLicense: Service process detected - Skipping refresh.
15 May 2013 07:59:53,929 [10] INFO LicenseManager - Releasing mutex: ClientMutex
15 May 2013 07:59:54,054 [StartServiceHost] INFO LicenseManager - Initialization of license manager complete, proceeding with plugin license initialization: XS
15 May 2013 07:59:54,054 [StartServiceHost] INFO ScannerManager - dataCollectionEnabled: True
15 May 2013 07:59:54,069 [StartServiceHost] INFO PluginProvider - Loaded ZipTextExtractor from ZipTextExtractor.dll
15 May 2013 07:59:54,069 [StartServiceHost] INFO PluginProvider - Plugin RarTextExtractor not found
15 May 2013 07:59:54,069 [StartServiceHost] INFO PluginProvider - Loaded StellentTextExtractor from StellentTextExtractor.dll
15 May 2013 07:59:54,069 [StartServiceHost] INFO PluginProvider - Loaded X1.FilesScanner from X1.FilesScanner.dll
15 May 2013 07:59:54,069 [StartServiceHost] INFO PluginProvider - Loaded X1.OutlookScanner from X1.OutlookScanner.dll
15 May 2013 07:59:54,069 [StartServiceHost] INFO PluginProvider - Loaded X1.ImapScanner from X1.ImapScanner.dll
15 May 2013 07:59:54,069 [StartServiceHost] INFO PluginProvider - Loaded X1.SharepointScanner from X1.SharepointScanner.dll
15 May 2013 07:59:54,069 [StartServiceHost] INFO PluginProvider - Loaded X1.X1ServerScanner from X1.X1ServerScanner.dll
15 May 2013 07:59:54,116 [StartServiceHost] INFO PluginProvider - PluginProvider Created
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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Rhonda wrote:As I mentioned, this error is a bit hard to track down and appears to happen to a very small percentage of folks. Also I think some folks are not getting that error for the same reasons.

Having said that, we're still working to track it down and I will post more info as it becomes avail.

I am interested in what in particular you are indexing, feel free to respond back with operating system, bit, and version of outlook if you like.. I'll be checking in here regularly.
Regards,

Rhonda


Can't index anything! Get the error message before the program even starts. As soon as I start the program I get the "Unable to connect to X1 service error" and the program immediately shuts down.
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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As for me, these are the settings for files.
For Outlook : Outlook 2013

Image

Windows 7 x64
CPU: Intel Core 2 Quad Q9550 / 2.8MHZ
RAM: 8GB

Thank you
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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As I mentioned, this error is a bit hard to track down and appears to happen to a very small percentage of folks. Also I think some folks are not getting that error for the same reasons.

Having said that, we're still working to track it down and I will post more info as it becomes avail.

I am interested in what in particular you are indexing, feel free to respond back with operating system, bit, and version of outlook if you like.. I'll be checking in here regularly.
Regards,

Rhonda
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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carlsbl wrote:I just had the same issue in a Win8 VM. I won't be guying this upgrade for a while. Image


oh btw there a similar thread on this issue here
viewtopic.php?f=58&t=5887&p=19739&hilit=X1ServiceHost#p19739

Mostly seeing this error when re-organizing many files.
I don't know.., maybe, one way or the other X1 is loosing track / getting confused or the changes
to the indexes are too big: X1 starts to re-index but I am still in the process of re-arranging files.

Maybe I should first exit X1, do the re-organizing, then re-start X1?
However, I donot know beforehand whether I am moving just a few files or entire folders,
i.e. at what point / how many files should I exit X1
Then again, it may nót having anything to do with it.

Anyway, I re-start and the problem is solved.
Using Windows 7 x64.

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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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Greetings All,

I assure you we are not trying to be dark and quiet. We are working diligently to get to all the support requests. This particular error has been a bit difficult to pinpoint, depending on the operating system, what is being indexed etc.

We are working one on one with folks using our diagnostic tool. We will pinpoint and fix this as soon as possible.

Thank you for your patience, and we sincerely apologize for the delay.

Regards,

Rhonda Rondeau
X1 Support Team
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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I am having the exact same problem. I can't even start the program! Very disappointing.
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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I have also been a customer of X1 for a VERY long time and this version is just... bad!

I can't even get the damn thing to start -up! It dies at Start-Up stating 'it cannot connect to the index service!'

WHAT.

Oh, and back level we will go... a back level we will go... HI HO a merry'o and back level we will go!

Sad really... it looks very cool.

//Dave
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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Well I guess I have no support so I'll stay with version 6.7.4. I have been a customer since 2005 so this makes me feel a little unhappy. And my trial time for the new version is getting burned up.
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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I have this error at regular intervals.

Frankly, I just restart and donot wonder why . . . Image

It is a long shot only, but maybe, just maybe, it might have something to do with re-organizing, renaming and/or moving bigger volumes of data (to other folders) whilst X1 is running using Explorer.

I think this is what is happening here me and I guess X1 can't keep track of it anymore.

Again, I donot know for sure.
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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mrwul wrote:Am not sure but I don't there are many responses on enquiries in this forum.

It has all gone horribly quiet.

It seems strange to push out a new version, the first significant release in quite some years, and then to go to earth.

As well as this issue, other hot topics include the complete failure for some people of X1 Search 8 and Outlook 2013 and challenges with the new licensing regime.

The latter didn't even seem to get much attention in the beta phase.
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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Maybe Chris is not around..?
Maybe he is on vacation or so.

Am not sure but I don't there are many responses on enquiries in this forum.

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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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I just had the same issue in a Win8 VM. I won't be guying this upgrade for a while. Image
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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Help please, X1 fails to start, this is the corresponding event log:

Log Name: Application
Source: Application Error
Date: 5/8/2013 9:02:21 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: (removed)
Description:
Faulting application name: X1ServiceHost.exe, version: 1.0.0.0, time stamp: 0x518847c7
Faulting module name: MSVCR100.dll, version: 10.0.30319.1, time stamp: 0x4ba1dbbe
Exception code: 0xc0000417
Fault offset: 0x0008ae6e
Faulting process id: 0x538
Faulting application start time: 0x01ce4bf49e0dd623
Faulting application path: C:\Program Files (x86)\X1 Search\X1ServiceHost.exe
Faulting module path: C:\Program Files (x86)\X1 Search\Plugins\MSVCR100.dll
Report Id: e675d8cb-b7e7-11e2-852d-3cd92b7405dc
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2013-05-08T14:02:21.000000000Z" />
<EventRecordID>27442</EventRecordID>
<Channel>Application</Channel>
<Computer>removed</Computer>
<Security />
</System>
<EventData>
<Data>X1ServiceHost.exe</Data>
<Data>1.0.0.0</Data>
<Data>518847c7</Data>
<Data>MSVCR100.dll</Data>
<Data>10.0.30319.1</Data>
<Data>4ba1dbbe</Data>
<Data>c0000417</Data>
<Data>0008ae6e</Data>
<Data>538</Data>
<Data>01ce4bf49e0dd623</Data>
<Data>C:\Program Files (x86)\X1 Search\X1ServiceHost.exe</Data>
<Data>C:\Program Files (x86)\X1 Search\Plugins\MSVCR100.dll</Data>
<Data>e675d8cb-b7e7-11e2-852d-3cd92b7405dc</Data>
</EventData>
</Event>
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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I'm so disappointed with this new version that I've completely uninstalled it now. I think we must be being used as Beta testers or something - how did this get through? Image

And having recently taken out Software Upgrade Assurance, I will be cancelling that as well. X1 Support is very poor indeed.
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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I sent them an email the day before yesterday. It was apparently ignored. I don't pay for support so I guess I get what I pay for. On the other hand X1 loses a sale. When I bought this stuff in 2005 it was like 75 bucks, I and I have bought a couple upgrades since. A lost sale and bad will, X1 is the loser here. I still have my old version.
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Unable to connect to X1 service error

May 18, 2013, 12:00 am
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