Eucontrol won't launch - 23.11 | backtrace.io | Network issue

[yoann]

Hello,

I have a strange behavior with the latest version of Eucontrol: I can't launch the application.

It bounces in the dock and never opens.

I tried on different computers, with the same problem: Eucontrol 2023.11 does not launch (Eucontrol 2022.9 is OK)
But I noticed that the problem only occurs when I am connected to the specific network of the studio.

When I am outside, Eucontrol opens normally.

I need to use Eucon in this installation, and after many tests, I think the problem comes from the specific configuration of the Internet access.

We have an ISP that provides Internet access to a first router that I cannot access or configure.

This router automatically assigns (DHCP) an IP address to a second router, the router of the installation, which gives an IP address to all the computers we use.

I can access this second router and configure it.

After some more testing, I found out that Eucontrol is trying to reach www.backtrace.io.
When I block this domain in the host file on Mac OS, Eucontrol finally opens.

Is there another way in my setup to allow Eucontrol to work normally?
Is the connection to backtrace.io important?

Please note that we also have an S6 in the facility, which works fine.

Best,

Yoann

[EddieJones]

I'll investigate.

[EddieJones]

I'll PM you with a workaround

[declau]

Originally Posted by EddieJones

I'll investigate.

Hello Eddie,

Any update on this issue?
I'm having the same and the only way to get EuControl launching successfully is to block www.backtrace.io in the hosts list.
Just like Yoann described it, if I'm on the production VLAN (i.e. with no internet) then it stalls and won't launch. The latest 2024.10 release of ProTools won't launch either.
If I edit the DNS entry of the production ethernet connection to use 8.8.8.8 instead of our own, then it EuControl launches fine and so does ProTools. It also does when I use Wifi.
Not sure if that address is getting blacklisted by default in this particular firewall, I'll have to dig further.
If it's of any help the systems are Mac Pro 2019, Ventura 13.7, Eucon version 5.1.4.19, EuControl 2024.10.0.19, ProTools 24.10.1.204
Thank you

[EddieJones]

Go to /Library/Application Support/Avid/EUCON and edit com.avid.eucon.plist and add these lines inside the <dict> tag:

<key>Common/RuntimeFlags/CrashpadEnabled</key>
<string>0</string>

This stops crash reporting though so if you do have any issues we wont know about them.