Why wont PrizmDoc start?

Modified on Tue, Apr 8 at 1:09 PM

What is happening?

Typically PrizmDoc will fail to start with two main indicators.

1. Windows will show this popup when attempting to start the PrizmDoc service:

"The Prizm serice on Local Computer started and then stopped. Some services stop automatically if they are not used by other services of programs." with in a dialog box with an "OK" button to dismiss the dialog. (Sometimes after clicking the OK button the Service will in fact start)

2. Windows will show a popup reading:

"Windows could not start the Prizm serivce on the Local Computer", "Error: 1053: The service did not respond to the start or control request in a timely fashion."

Steps that can be taken to resolve this issue.

1. Older versions of PrizmDoc have an unconfigurable timeout that has been lengthened in recent versions. We recommend upgrading to the latest version to take advantage of the latest Security and Performance improvements.

2. PrizmDoc does not have the resources to start in a timely fashion. Consider delaying the startup of other services you may have running on the system to free up resources for PrizmDoc.

3. Security Services may be delaying startup as it monitors each microservice as they start. Consider adding the Prizm service to your exclusions list. (NOTE: This is extremely common)

4. Make sure the account that PrizmDoc is running under is a local service account with "Log on as a Service" applied to the user with Administrator Privileges. Microsoft Article

5. Set the Prizm Properties, "Recovery" tab to "Restart The Service" on both the First failure and the Second failure. (NOTE: This is helpful if the Prizm services fails to start upon reboot of the server when multiple services are coming online at once)

6. The Error: 1053 is sometimes sent because of an issue with Microsoft Windows Service Control. It controls the state of the services. Sometimes if the service does not send a response within 30 seconds, you will have this error.

You can modified the registry so the service will have more time to respond.

Go to Start → Run → and type regedit
Navigate to: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control
With the control folder selected, right click in the pane on the right and select new DWORD Value
Name the new DWORD: ServicesPipeTimeout
Right-click ServicesPipeTimeout, and then click Modify
Click Decimal, type '180000', and then click OK
Restart the computer

7. Sometimes you will see a message stating that "PrizmDoc did not start in a timely fashion."

In older versions, PrizmDoc had a hard coded timeout for startup. You may need to upgrade to a later version.
Another root cause can be the "Npcap Loopback Adapter" network interface, which will interfere with the service. Recommend removing it, along with the ISATAP adapter, which is related to IPv6 transition even though it may not be in use.