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Author Topic: XMetal 7.0 crashes during startup on systems running Windows 7 X64 SP1  (Read 3851 times)
bobm
Member

Posts: 1


« on: February 01, 2013, 03:37:33 AM »

We are using XMetaL Author Essential 7.0.0.104 on Windows 7 x64 SP1 Dutch workstations.

Machines are member of Active Directory Windows 2008 R2 domain and users have an roaming profile.
OS Version:6.1.7601 Service Pack 1 Build 7601
Internet Explorer 8.0.7601.17514

McAfee client:
VirusScan Enterprise + AntiSpyware Enterprise 8.8
Scan engine: 5400.1158
Dat version: 6968.0000

Since a couple of weeks we have problems starting XMetal Author Essential.
During this problem XMetal starts and stops directly with a Windows error message "XMetal 7.0 no longer works" (translated)

This problems doesn't come every moment of the day but most of the time during morning hours. (UTC +1 hour)

Windows application eventlog says:
Name of application with error: xmetal70.exe, versie: 7.0.0.104, timestamp: 0x4f90b50b
Name of module with error: xmetal70.exe, versie: 7.0.0.104, timestamp: 0x4f90b50b
Exception Code: 0xc0000417
Offset Error: 0x004a5f87
ID of process error: 0x10b8
Start time of application with error: 0x01cdea733088d374
Path to application with error: C:\Program Files (x86)\XMetaL 7.0\Author\xmetal70.exe
Path to module with error: C:\Program Files (x86)\XMetaL 7.0\Author\xmetal70.exe
Report Id: 6fa5c7c7-5666-11e2-abea-90b11c70d277


What we have done so far:
- Uninstallad XMetal / cleand Program Files / c:\Users\%USERNAME%\AppData\Roaming\SoftQuad\XMetaL\
- Reinstalled XMetal
- Deleted user profiles and created new ones
- Started XMetal with CTRL key pressed
- Removed all customisations
- Un-registered license
- Re-registered license (during registering program crashes by some users)
- Monitored process with Procdump and Procmon which gave us no usefull information (uploaded procdump to justsystems)
- Test XMetal on a new workstation and with same problem
- Compared our installation source with original one from Justsystems
- Removed McAfee Anti-Virus

Some users noticed when they starting XMetal directly after system boot XMetal works sometime.
When they are starting Outlook 2010 and then XMetal the XMetal program crashes.

And there is an user named Peter which have no problems at all and if a user has an XMetal problem.
The user Peter logs on that specific workstation and starts XMetal with no problems.

This week we got all e-mails returned which being send to justsystems?
Your message could not be delivered to the following recipients or groups:
supportxmetal@justsystems.com
derek.read@blastradius.com
A problem occurred during the delivery of the message to this email address. Try resending the message. If the problem persists, contact your helpdesk.



* XMetal Windows error message.jpg (36.11 KB, 475x337 - viewed 576 times.)
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Derek Read
Program Manager (XMetaL)
Administrator
Member

Posts: 2621



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« Reply #1 on: February 01, 2013, 01:13:32 PM »

Emails should be working now (our head office has been reconfiguring some things in Japan that are beyond our control). The BlastRadius email address will fail as we are no longer associated with that company.

There are a few things you can try immediately:

1. Upgrade to the current release, which is 7.0.0.111. I suspect that will not help you, but it makes sense to run the current release nonetheless.

2. We have had conflicts with McAfee antivirus software in the past. If you can eliminate that software from one of your machines and try XMetaL Author Enterprise that would help to figure out if McAfee is the trigger for any crashes.

3. Submit a support case through the main JustSystems website (to XMetaL Support). They can provide you with a Microsoft tool that can monitor the software and create a memory dump if it crashes. These files are typically several hundred Mb in size, sometimes over 1Tb and so XMetaL Support will need to provide you with FTP access to upload any resulting dump file. In some cases this report can aid the XMetaL development team to pinpoint what our software was doing or in some cases whether any other software is causing issues with Windows (memory corruption or similar).
« Last Edit: February 04, 2013, 12:42:03 PM by Derek Read » Logged
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