Dealing with application Crash
Probably the most dreaded thing by any user, is when in the middle of that job (which deadline is finishing), the computer or application “freezes” and or crashes. Or you just updated your software, and what was working perfectly, all of a sudden, doesn’t work anymore. Regardless of the applications used, if it didn’t happen yet, one day it will.
What causes it
There are multiple possibilities, and failing by omission, here some of the most common:
- Computer can't handle the number of processes so it “freezes” or becomes unresponsive.
- Out of physical/virtual memory.
- A corrupted installer/installation (or pending updates), either of the application, and/or of the Operating System, or one of his components (Windows Updates, or OS components - VBA libraries, NetFrameworks, etc).
- An outdated or problematic device driver.
- Hardware related issues.
- Windows User Account Control (UAC) settings/definitions.
- Interference of active security settings/software in place.
- Local Network Settings.
- File corruption.
How to avoid it – General Tips
- Your computer is a tool, and like any tool or machine, requires maintenance. Make sure that you have the OS up to date. Make sure that your device drivers are up to date as well.
- Check the System Requirements of the application prior to installing it. Remember that your machine needs to meet or exceed these.
- Install the applications using an elevated user account. If your machine is based on a network environment, contact your IT Department/LAN Manager concerning this subject.
- Make sure the application Installer is not corrupted. If you’re downloading it, once the download of the file starts, usually a small window of your browser follows the download, stating the exact file size (alongside the amount of data downloaded). Check against this, the final size of the downloaded file. If different, assume it’s corrupted, and repeat the download.
- Alongside System maintenance (regular updates and system maintenance), the health of your files is equally important: if you have problematic files, or notice errors in a file, recreate it. It might save you a big headache down the line.
How to fix it – A DraftSight scenario
As there are multiple possible causes to look at, the priority is to reduce the number of possible culprits. And there is no better way than start with the basics. If your machine is based on a network environment, contact your IT Department/LAN Manager concerning the problem. We recommend that the following troubleshooting steps are performed under the Administrator account (not User account, even if with extended permissions).
- Make sure that User Accounts hold enough permissions to access System and/or Network locations involved in the operations. Also verify that DraftSight holds permissions to access and perform the operations (this might require granting permissions to user accounts, and adding DraftSight to exception lists in the security software/settings in place).
- Make sure that your OS and OS components are updated. A failed update of one of the components required by the application in order to work correctly, might cause unexpected results.
In the machine’s Control Panel, Locate the Windows Update. Use the option “Check for Updates”, and verify the option “Update History”, and search for updates with Status Failed. Components like .Net Frameworks, and VBA libraries are particularly sensitive. You can also refer to the Microsoft Download Center for the most recent updates, either for Win components or Service Packs (http://www.microsoft.com/en-gb/download/default.aspx).
- Update your device drivers. If necessary, directly from the device manufacturer website, instead of using the OS device driver updater. (Update device drivers: https://swym.3ds.com/#post:25332).
- Make sure the DraftSight Installer you used is not corrupted. If necessary, or for peace of mind, repeat the download
-Verify that DraftSight is added to any exclusion list in the security software/settings in place. Turn off the Windows Account Control (UAC), and retest the issue.
Once your System and device drivers are updated, Try running the DraftSight Installer again. If the issue persists:
- Perform a “Clean Reinstall”, as described here:
“Troubleshooting Tool: Clean re-installation” - https://r1132100503382-eu1-3dswym.3dexperience.3ds.com/#community:51/post:6392
- Try to reproduce the issue, but after starting the PC in Safe Mode:
a) As your computer restarts but before Windows launches, press F8.
On a computer that is configured for booting to multiple operating systems, you can press F8 when the boot menu appears.
b) Use the arrow keys to highlight the appropriate safe mode option, and then press ENTER.
c) If you have a dual-boot or multiple-boot system, choose the installation that you need to access using the arrow keys, and then press ENTER
- Similar problems have been associated with corrupted registry entries and /or defective/corrupted Microsoft Installer: Please check
http://support2.microsoft.com/fixit/
http://support.microsoft.com/kb/942288
If you receive an error message/error code at the time of the crash, take note of it, and search for similar reports it on http://support.microsoft.com/. You can also check for these error codes, by searching in Event Viewer for the DraftSight related events (more info below).
- If the issue is user specific, we suggest that the user account/profile is recreated locally, and permissions checked on User groups.
If the steps above didn't solved the issue, please provide the following information to Technical Support to investigate the issue further:
- The workflow that triggers the crash
- System Information file
1 In your machine’s Windows Toolbar, click Start/ Run
2 In the “Search file and programs” field, Type ‘msinfo32’ (without quotes) and press enter.
3 File/ Save. Enter a name and save the .NFO file on your Desktop.
- Crash Reports
Crash Reports are automatically generated by DraftSight. If you have chosen not to send them to us you can find the unsent crash reports by navigating to the "CrashRpt" folder depending on your operating system:
Win7 & Vista: C:\\Users\\[Username]\\AppData\\Local\\CrashRpt\\UnsentCrashReports
- Application and System Log
Application log:
1 In your machine’s Windows Toolbar, click Start/ Run
2 In the “Search file and programs” field, Type ‘eventvwr’ (without quotes) and press enter.
3 Expand 'Windows logs'.
4 Right click on ‘Application’ and choose ‘Save All Events As...’
System log:
1 In your machine’s Windows Toolbar, click Start/ Run
2 In the “Search file and programs” field, Type ‘eventvwr’ (without quotes) and press enter.
3 Expand 'Windows Logs'.
4 Right click on ‘System’ and choose ‘Save All Events As...’
