Formit 2021.0 Program closes without error message

[lea2BPGQ]

Hi,

I've downloaded FormIt yesterday and started modelling. After 10-15 minutes, the program closed without showing any error message. I've tried to restart the computer, relaunch the application, uninstall and re-install today. Still having the same issue. It doesn't seem to be triggered by anything I do: the first time the application shut down while I was doing something else. 

Is it the 2021.0 release that has an issue? 

[josh.goldstein]

Hi Lea,

Sorry about this. We're investigating and will report back with what we find. We're not sure if this is specific to FormIt 2021 or not.

A few clarifications, just so we're on the same page:

• Are you running a FormIt PRO trial? Did you sign in to the application?
• What graphics card(s) does your machine have? 
• Are you by any chance running a Dell?

Thanks in advance, and apologies for the trouble.

[lea2BPGQ]

Hi,

Thank you for your reply. Here are a few more clarifications:
I have an AEC collection subscription and I downloaded FormIt Pro following
the link from my Autodesk account. It actually doesn't say anywhere that it
is the Pro version, but I assume it is.
I signed in to the application using my Autodesk account.
The laptop is a Dell, with a Intel HD Graphics 530 processor and a NVIDIA
GeForce GTX 960M card.

Regards,

Lea

[josh.goldstein]

Since you have a Dell, I wanted to mention this issue.

There's a known problem where Dell Backup + Recovery can cause FormIt (and other applications) to crash.

Can you take a look at that thread and see if uninstalling or updating Dell Backup + Recovery helps at all?

[josh.goldstein]

Hi again @lea2BPGQ,

I'm going to reach out via private message to send you some specific instructions to get FormIt to generate data for this crash, so we can look into this further. 

Thanks!

[josh.goldstein]

Hi again Lea,

We've been investigating your crash (thanks for sending us the crash dump!), and we suspect there might be an issue with old FormIt install files laying around. 

Here's what we'd like you to try next. We're posting this here so if others are experiencing something similar, they can try this too:

• Uninstall FormIt
• In Windows Explorer, go to C:\Autodesk
  • If you see a FormIt folder in there, like "FormIt_English_Win_64bit_dlm", delete it
  • This "Autodesk" folder is where Autodesk products are downloaded to, then installed from, so you can delete other folders in here, if those products are now installed and you don't need the downloaded files hanging around anymore - might save some space!
• Reinstall FormIt by downloading it from our website, or getting it from the Autodesk Desktop App

We're hoping that clearing out the old FormIt directory above will allow the new install to properly use all the latest files. The old files from a previous installation may be conflicting with the new install, causing bad behavior like this crash. 

Let us know if this helps, and thanks in advance for trying!

[josh.goldstein]

Hi Lea,

We've made progress on this crash, and it'll be fixed in the next minor FormIt update.

In the interim, can you try disabling AutoSave, and see if that helps?

Based on the crash dump you sent, we suspect something is going wrong with FormIt AutoSave on your computer, which would explain the perceived randomness of the crash, and that it can happen when not doing anything in FormIt.

Our apologies. As I said, we'll get this fixed very soon. Thanks for reporting it!

[josh.goldstein]

Hi Lea,

We've released a new version of FormIt for Windows which should address this crash.

It turns out, there was a Unicode character in the Windows account name which wasn't being handled properly when FormIt tried to AutoSave the file. The crash log you sent really helped us narrow this down, so thank you. 

You can get the updated version of FormIt for Windows directly from our website, or from the Autodesk Desktop App.

Thanks again for all your help and patience as we identified and fixed this.