Case loading failure after updating to Unite 1.8.11.1 "SendFeedBack"

After updating to Unite 1.8.11.1, several users have reported issues when opening cases. The cases take a long time to load and eventually show a “Send Feedback” error message, indicating that an entity failed to load.

Symptoms

• Cases take a long time to load.
• Error message appears: “Send Feedback” → entity fails to load.
• Crash the software.
• Happens with all cases.
• It is possible to create new cases. 

Support Actions – Information to Collect

When handling a case with this issue, please collect the following information before escalating:

1. Logs from the affected PC.
2. PC details (make, model, hardware specs, OS version).
3. Windows Event Viewer entries at the time of the error (Application + System logs).
4. Company information (account name, site ID, contact details).
5. Confirmation if issue happens:

• On multiple PCs or only one.
• On other accounts or only the affected account.

Storage Location

All collected information must be placed in the following directory: