ReCap wont open and hangs in "Background Process" using an entire CPU core

[RobertAGlover]

So I click on my Recap 360 icon from my 2017 install and I get a quick cursor flip to the "working in the background" cursor then nothing. No software, not error, no nothing. I check my task manager and under Processes>Background Processes I see ReCap spinning away at 12-13.9% (varies but I haven't seen it higher or lower) of my total CPU power. That is one complete core of my hyper-threaded quad core processor being blown away by a program that isn't doing anything. It is also using 86,936k of memory, and 0 disk and network bandwidth. I've attached a copy of the Task Manager details. I believe this also caused my WSCommCntr4.exe (aka Autodesk Information Center) to lock, which then caused programs like Revit and Navisworks to lock on closing. Once I force the WSCommCntr4.exe process to end, the other programs cleared out of the background processes. I have not tested to confirm that ReCap caused the WSComm to lock, or if it was a coincidence, but I wanted to mention it in case it is related.

I would assume this was an install issue or similar except that it worked one day and not the next with no system or Autodesk updates that I am aware of and this is an almost brand new system (less than a month old). I've tried repairing, unistalling and reinstalling the software no change. Please Help. Thank you.

[devangshah]

Hello Robert,

Sorry about the error and thank you for bringing it to our notice.

Could you please check if 'WSCommCntr4.exe' and 'recap.exe' both are running in administrative mode.

To do this, perform the following steps:

1. Ensure the processes are not running in background:
     . Press Ctrl+Alt+Del and select "Start Task Manager"
     . Under the Process tab in the Windows Task Manager dialog, find WSCommcntr4.exe and recap.exe
     . Right click on the exes and select 'End Process'
     . Close task manager
 
 2. Set exe properties to launch as administrator:
     . In Windows Explorer, browse to C:\Program Files\Common Files\Autodesk Shared\WSCommCntr4\lib\WSCommCntr4.exe.
     . Right-click WSCommcntr4.exe and select "Properties."
     . In the  WSCommcntr4.exe Properties dialog box, select the Compatibility tab.
     . Under Privilege Level, select "Run this program as an administrator."
     . Click Apply and OK.
 
     . Browse to : C:\Program Files\Autodesk\Autodesk ReCap 360\recap.exe
     . In the properties dialog box, select the Compatibility tab.
     . Under Privilege Level, select "Run this program as an administrator."
     . Click Apply and OK.
 
3.  Launch recap.exe and check if the UI comes up.

Another thing to test would be the Flexnet licensing  service process.

If the above does not solve the problem:

Try restarting Flexnet licensing service from the task manager -> Services tab and then launching ReCap 360 application.   

Thanks,

Devang

[RobertAGlover]

Devang,

   Thank you for your suggestions and great step-by-step processes. I did as suggested with no effect. We run standalone licenses for the most part so my FlexNet service was not active. I turned it on and had no change.

I also tried:

    Uninstall and reinstall from latest v3.1 downloaded from Autodesk website

    Turned off Windows Defender

    Had a one-on-one with an Autodesk support tech, Anil. We went through and checked my video card settings. He suspects it might have something to do with my dual video cards (GTX 1080, not using SLI). He is reaching out to a developer for additional assistance.

We were still unable to make any progress other than I now see a splash screen. The software still hangs with the same settings otherwise. Thank you again for your help and please let me know if you have any other suggestions or ideas. 

[RobertAGlover]

So I left for AU and it didn't work. I come back and assuming it still wasn't working removed one of my two video cards (as suggested by Autodesk Tech support) to rule out a dual video card issue. ReCap opened. I reinstalled the second video card, and ReCap still opened. I have no idea if the card was the issue, or if there was a background windows/NVIDIA/Autodesk update that fixed it, but the fact of the matter is it's fixed.

This issue is resolved, though I can't say with any certainty why/how. Regardless, I'm a happy camper.

[RobertAGlover · Accepted solution]

UPDATE:

After working on my system for the day, I had to leave it up to complete a large download of files from my laser scan provider. When I got in this morning I tried to re-open ReCap to review the downloaded files, and it locked at Initializing again. I rebooted, and still locking. So it appears that the fix from removing and replacing the video card was temporary. But this does mean it has something to do with the video cards/drivers. I installed the ReCap update from last week, no change. I started changing one NVIDIA display setting at a time and testing.

I have concluded, that turning ON SLI (which has been turned off) allows the software to start. I have rebooted and opened other software and it continues to start just fine. I would say the root issue, is almost certainly a conflict between ReCap and dual NVIDIA graphics cards (GeForce GTX 1080s in my case). I hope this helps.