v5.0.2 crashes

[neman]

After seeing @s3djason's post in viewtopic.php?p=64679#p64679 that 5.0.1 crashes were fixed in 5.0.2:

1. Uninstalled 5.0.0, kept licence in place.
2. Uninstalled 5.0.1, kept licence in place.
3. Installed 5.0.2 (used local admin account)
4. Started 5.0.2. Long pause. Cursor was hourglass. Program just shuts down. No warning.

There were no previous models to load - the bed was empty.

I'm reinstalling 5.0.0.

[S3D-Jason]

The crashes described in that thread that we could reproduce were confirmed as fixed on our end. We haven't been able to reproduce any crashes that happen immediately at startup, so it's good to start a new thread since that is likely a different issue.

Just to check, can you confirm if you have a specific anti-virus software installed on your machine? We had one other customer who confirmed that their anti-virus program was actually the cause of the software shutting down. I believe they were using Sophos. They were able to clearly see that the software worked fine as long as the anti-virus was disabled or they added the appropriate exception.

[eshane]

V4 works, V5.0.0 works, V5.0.1 and V5.0.2 both crash within seconds of opening on my work laptop.

Our IT department has V5.0.2 running on their machine successfully. We don't know why it's not working on my work laptop.

My home laptop runs all versions.

[S3D-Jason]

We don't know why it's not working on my work laptop.

Can you answer the questions asked in the post right above yours?

[eshane]

Hi Jason, for sure!

It's interesting because we are using Sophos as well. But IT is telling me that they've created exceptions and completely allowed full access for the entire 5.0.2 folder. They had me run the software while they monitored Sophos and they couldn't see any errors or flags being thrown on their end. They do have 5.0.2 successfully running on their machines.

This morning I uninstalled every version of Simplify that I had on my machine and cleared out what I thought might be any offending registry keys. I restarted my machine and then I reinstalled V5.0.2 and it wouldn't even open this time. I attempted to run it maybe 5 times with no success--no window popup, nothing. Then went to V4.1.2 which installed, opened, and I was able to sign in. Next I went to V5.0.0 which installed, opened, and I was able to sign in. Then I tried V5.0.1 which installed, opened, and crashed as per the original problem. I attempted to open V5.0.2 again and it would still not even open. Finally I restarted the machine and V5.0.2 now at least opens again, but still crashes immediately. I can run V4.1.2 and V5.0.0 without issue.

Are there any specific Sophos related settings that I could pass along to them which they might be missing? Are there any fundamental differences in how V4.1.2/V5.0.0 both function vs V5.0.1/V5.0.2?

Thank you Jason!

[neman]

Hi Jason! Sorry for the delay - there was no email notification of responses.

Yup - we're using Sophos as well. I'll see if I can pause it of if I'm allowed to add an exception. Hang tight!

EDIT: I can't pause Sophos - the Settings tab is unavailable. (I won't get an exception from IT, so that's not an option.)

1. Reinstalled as admin with Sophos running.
2. Started 5.0.2
3. 5.0.2 seemed hung on start
4. 5.0.2 terminated ungracefully

There were three entries placed in the Windows Event Viewer Application logs:

Windows Event Viewer Application entry 1:
Faulting application name: SIMPLI~1.EXE, version: 5.0.2.0, time stamp: 0x63f8dbdc
Faulting module name: SIMPLI~1.EXE, version: 5.0.2.0, time stamp: 0x63f8dbdc
Exception code: 0xc0000005
Fault offset: 0x0000000000856af1
Faulting process ID: 0x30338
Faulting application start time: 0x01d9504a2fefb75e
Faulting application path: C:\PROGRA~1\SIMPLI~1.2\SIMPLI~1.EXE
Faulting module path: C:\PROGRA~1\SIMPLI~1.2\SIMPLI~1.EXE
Report ID: c0e64e27-7726-45cb-acd2-e3e673b76af7
Faulting package full name:
Faulting package-relative application ID:

Windows Event Viewer Application entry 2:
Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: SIMPLI~1.EXE
P2: 5.0.2.0
P3: 63f8dbdc
P4: SIMPLI~1.EXE
P5: 5.0.2.0
P6: 63f8dbdc
P7: c0000005
P8: 0000000000856af1
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8241.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER83E8.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8408.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8425.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER84B3.tmp.txt
\\?\C:\Users\NemanSyed\AppData\Local\Temp\WER84E5.tmp.appcompat.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_SIMPLI~1.EXE_4f5a121d2b8a8ef19f4f3dafab1ea6a6854e33b_95b8a2c2_cab_a0b19b60-fcc8-49a0-bcb1-387c77328ba4

Analysis symbol:
Rechecking for solution: 0
Report Id: c0e64e27-7726-45cb-acd2-e3e673b76af7
Report Status: 4
Hashed bucket:
Cab Guid: 0

Windows Event Viewer Application entry 3:
Fault bucket 0, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: SIMPLI~1.EXE
P2: 5.0.2.0
P3: 63f8dbdc
P4: SIMPLI~1.EXE
P5: 5.0.2.0
P6: 63f8dbdc
P7: c0000005
P8: 0000000000856af1
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8241.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER83E8.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8408.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8425.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER84B3.tmp.txt
\\?\C:\Users\NemanSyed\AppData\Local\Temp\WER84E5.tmp.appcompat.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_SIMPLI~1.EXE_4f5a121d2b8a8ef19f4f3dafab1ea6a6854e33b_95b8a2c2_a0b19b60-fcc8-49a0-bcb1-387c77328ba4

Analysis symbol:
Rechecking for solution: 0
Report Id: c0e64e27-7726-45cb-acd2-e3e673b76af7
Report Status: 268435456
Hashed bucket: 90cc1c8131fd84af7560a5672e37bbdc
Cab Guid: 0


I can't grant myself access to the crash log folder.

[S3D-Jason]

We had another customer that confirmed without a doubt that Sophos was responsible for shutting down the software. They ran about 10 different tests and every time they either disabled or uninstalled Sophos the problem with S3D immediately went away. Considering that both of you are also using Sophos, I would bet that it's a coincidence.

Try adding an exception for S3D, or potentially try deactivating or uninstalling Sophos on a test computer to see if the software installs fine there. If so, that would at least confirm the problem is still with Sophos.

[eshane]

Updates: Good news! ...sort of, ha. Our IT department completely disabled Sophos and there was no change unfortunately. However, as we were trying various states and starting Simplify over and over, we noticed a message on the bottom left of the Simplify window "Importing factory file: savedState.factory..." with a green progress bar on the lower right of the Simplify window. Our IT department remembered reading something online about removing that savedState.factory file so we gave that a try and it started! That said, it creates a new savedState.factory upon closing and that starts the problem over again. The only way I can get V5.0.1/V5.0.2 to start and stay open is by deleting the savedState.factory file in the S3D-Software-V5 folder, every time before running the program. It works this way regardless of Sophos on/off/configuration. Any ideas?

Thanks Jason!

[parallyze]

every time before running the program. It works this way regardless of Sophos on/off/configuration. Any ideas?

In v4 this could be disabled in the General Options -> Preferences dialog, it's called "Save and restore application state",
maybe this is a workaround until somebody finds out why it keeps on crashing S3D (and if it's still included in v5)...

[neman]

@s3djason, I've attempted to send you a PM. It appears to be stuck in the Outbox and will not appear in Sent Items, so I can't confirm it whether it's truly not sent or just the behaviour of this forum software.