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Valued Mentor
Posts: 386
Registered: ‎12-11-2003
Message 1 of 15 (585 Views)

Vault Pro 2013 (SP1) Crashes Frequently

585 Views, 14 Replies
02-28-2013 08:54 AM

I have one user who complains that Vault Pro 2013 (SP1) crashes frequently.  When checking his event log, we verified that he has been crashing frequently due to dll's related to Design Review.  Based on the event log, he has been having this problem when we started using Vault Pro 2012 and Design Review 2012.  I read another thread on this issue and I performed a clean unistall of both Vault and Design Review and he want 2-1/2 weeks without a crash.  Today he tried to perform a simple search and Vault crashed.  Below is the event log for this event.  He is still having the same problem.  I also attached a screen capture of the error message when he crashed.

 

His system specs:

Dell Precision T7500 with Windows 7 x64 (SP1)

16 GB RAM

NVIDIA Quadro 5000 graphics card.

 

Event log error:

 

Log Name:      Application

Source:        Application Error

Date:          2/28/2013 10:37:29 AM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      EN-MOONEY.corp.follettice.com

Description:

Faulting application name: Connectivity.VaultPro.exe, version: 17.1.16.0, time stamp: 0x50c00192

Faulting module name: ECompositeViewer.dll, version: 13.0.0.82, time stamp: 0x4f07d08f

Exception code: 0xc0000005

Fault offset: 0x000b9625

Faulting process id: 0x2d8

Faulting application start time: 0x01ce15b3dac5eecc

Faulting application path: C:\Program Files\Autodesk\Vault Professional 2013\Explorer\Connectivity.VaultPro.exe

Faulting module path: C:\Program Files (x86)\Autodesk\Autodesk Design Review 2013\EComposite\ECompositeViewer.dll

Report Id: c23449d5-81bc-11e2-ad51-bc305bb6913a

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="2013-02-28T15:37:29.000000000Z" />

    <EventRecordID>42419</EventRecordID>

    <Channel>Application</Channel>

    <Computer>EN-MOONEY.corp.follettice.com</Computer>

    <Security />

  </System>

  <EventData>

    <Data>Connectivity.VaultPro.exe</Data>

    <Data>17.1.16.0</Data>

    <Data>50c00192</Data>

    <Data>ECompositeViewer.dll</Data>

    <Data>13.0.0.82</Data>

    <Data>4f07d08f</Data>

    <Data>c0000005</Data>

    <Data>000b9625</Data>

    <Data>2d8</Data>

    <Data>01ce15b3dac5eecc</Data>

    <Data>C:\Program Files\Autodesk\Vault Professional 2013\Explorer\Connectivity.VaultPro.exe</Data>

    <Data>C:\Program Files (x86)\Autodesk\Autodesk Design Review 2013\EComposite\ECompositeViewer.dll</Data>

    <Data>c23449d5-81bc-11e2-ad51-bc305bb6913a</Data>

  </EventData>

</Event>

 

Please help.  I don't know what else to do for the user at this point.

 

 

John C Weiss Jr.
CAD Administrator
Follett Corporation
Product Support
Andy.Spivey
Posts: 360
Registered: ‎08-12-2010
Message 2 of 15 (561 Views)

Re: Vault Pro 2013 (SP1) Crashes Frequently

03-01-2013 01:25 PM in reply to: jweiss

Hi John,

 

Hope everything else is going well with you :smileyhappy:

 

Any change in the behavior if you unregister and re-register that DLL?

 

(from elevated command prompt)

 

C:\>REGSVR32 "C:\Program Files (x86)\Autodesk\Autodesk Design Review 2013\EComposite\ECompositeViewer.dll" /u

 

C:\>REGSVR32 "C:\Program Files (x86)\Autodesk\Autodesk Design Review 2013\EComposite\ECompositeViewer.dll"



Andy Spivey
Data Management Support Specialist
Product Support
Autodesk, Inc.
Valued Mentor
Posts: 386
Registered: ‎12-11-2003
Message 3 of 15 (512 Views)

Re: Vault Pro 2013 (SP1) Crashes Frequently

03-05-2013 04:42 AM in reply to: jweiss

Hello Andy,

 

I am doing fine.  Long time no see!  It's very good to hear from you.  I have to tell you that you are missed in tech support.  I took your advice and re-registered the dll and I will wait to see if that fixes the problem.  Hywell suggested deleting his profile and recreating it.  That would be my next step if this doesn't work.  Take care and thank you very much for the help.  It's good to know that you are monitoring this discussion group.  Have a great day!

John C Weiss Jr.
CAD Administrator
Follett Corporation
Valued Mentor
Posts: 386
Registered: ‎12-11-2003
Message 4 of 15 (459 Views)

Re: Vault Pro 2013 (SP1) Crashes Frequently

03-13-2013 08:14 AM in reply to: jweiss

Hi Andy,

 

Unregistering and reregistering the problem dll did not work.  Hywell suggested deleting and recreating the user profile and that did not work either.  This user keeps his Preview tab up all the time.  I suggested keeping his History tab open and see if that helps.  He crashed this morning again. He tried to do a simple search and it crashed.  Event log listed the same compositeviewer dll as the culprit.

 

My IS department want to rebuild his entire system (reinstall the OS and start from scratch).  Do you have nay other suggestions before we go this direction?

 

Thanks!

John C Weiss Jr.
CAD Administrator
Follett Corporation
Product Support
Andy.Spivey
Posts: 360
Registered: ‎08-12-2010
Message 5 of 15 (452 Views)

Re: Vault Pro 2013 (SP1) Crashes Frequently

03-13-2013 10:14 AM in reply to: jweiss

Hi John,

 

Sorry to hear that those suggestions did not resolve the issue for your user.  Apologies if this has been suggested / tried already, but you could try removing Design Review 2013 completely from the system?

  1. uninstall Design Review via control panel
  2. manually delete any residual files under:
    C:\Program Files (x86)\Autodesk\Autodesk Design Review 2013
    C:\ProgramData\Autodesk\ADR
    C:\Users\%TheirUserName%\AppData\Local\Autodesk\Autodesk Design Review
    C:\Users\%TheirUserName%\AppData\Roaming\Autodesk\ADR
    C:\Users\%TheirUserName%\AppData\Roaming\Autodesk\Autodesk Design Review


  3. Export (save), then remove the registry information from:
    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Autodesk\Design Review
    HKEY_CURRENT_USER\Software\Autodesk\Design Review (when logged in as the user in question)
  4. Reboot the workstation and login as either a local admin user or your domain user (not the user experiancing the issue).
  5. Re-install Design Review with elevated UAC permissions.

Kind of alot of steps - could also include the Vault Professional 2013 Client in those steps too.

 

Maybe thats a little less painful than refreshing the OS...

 

-Andy



Andy Spivey
Data Management Support Specialist
Product Support
Autodesk, Inc.
Valued Mentor
Posts: 386
Registered: ‎12-11-2003
Message 6 of 15 (446 Views)

Re: Vault Pro 2013 (SP1) Crashes Frequently

03-13-2013 01:49 PM in reply to: jweiss

Hi Andy,

 

I already tried this and I included Vault.  I'm not sure what else we can do.

John C Weiss Jr.
CAD Administrator
Follett Corporation
Contributor
Posts: 14
Registered: ‎01-14-2013
Message 7 of 15 (392 Views)

Re: Vault Pro 2013 (SP1) Crashes Frequently

04-15-2013 10:41 AM in reply to: jweiss

Same problem here.

 

This only seems to have become a problem after serivce pack 1.

 

We run Windows 7 64 bit and my users are starting to get feed up with this. Anyone still having this problem ?

 

Faulting application name: Connectivity.VaultPro.exe, version: 17.1.16.0, time stamp: 0x50c00192
Faulting module name: ECompositeViewer.dll, version: 13.0.0.82, time stamp: 0x4f07d08f
Exception code: 0xc0000005
Fault offset: 0x000b9625
Faulting process id: 0xc18
Faulting application start time: 0x01ce39c8a707cc04
Faulting application path: C:\Program Files\Autodesk\Vault Professional 2013\Explorer\Connectivity.VaultPro.exe
Faulting module path: C:\Program Files (x86)\Autodesk\Autodesk Design Review 2013\EComposite\ECompositeViewer.dll
Report Id: c92d0b57-a5ef-11e2-843a-001ec94d5630

 

Employee
Senthil-Autodesk
Posts: 542
Registered: ‎10-12-2006
Message 8 of 15 (377 Views)

Re: Vault Pro 2013 (SP1) Crashes Frequently

04-15-2013 11:07 PM in reply to: mdellunto

Did you send any Crash Error Report? and if yes, Can I have the email ID included in that Report? May be i can look into the report to see the issue.

 

Thanks!



Senthil Kumar
Sr QA Analyst
Autodesk, Inc.


Be sure to check out the Vault Help!
Contributor
Posts: 14
Registered: ‎01-14-2013
Message 9 of 15 (360 Views)

Re: Vault Pro 2013 (SP1) Crashes Frequently

04-16-2013 08:25 AM in reply to: Senthil-Autodesk

We do not get a option to send a crash report. We only get this message
and then the Window logs to deal with.

 

error.png

Valued Mentor
Posts: 386
Registered: ‎12-11-2003
Message 10 of 15 (358 Views)

Re: Vault Pro 2013 (SP1) Crashes Frequently

04-16-2013 08:28 AM in reply to: jweiss

Try checking under my email ID.  Maybe I got to send a CER associate with this issue.

 

johnweiss@follettice.com

 

 

John C Weiss Jr.
CAD Administrator
Follett Corporation

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