Hello @magnus.salomons & @Corrdav
It's always difficult, even for us in PTC Technical Support, to provide a generic answer to this kind of questions, because a lot of different causes can lead into this unexpected behavior. Providing therefore here a useful technique to troubleshoot this kind of issues, when they occur.
IMPORTANT:
- Techniques proposed later are dedicated to investigate the given issue in the scope of standalone Creo sessions
- For more complex environments (example: occurs only when linked to PDMLink/ Occurs only when using a specific toolkit application / occurs only in scope of virtualized environments), please open a new post
- Remember to restore intiail conditions after tests below to avoid any data loss or differences in term of congiruation used in your environment later on.
Step 1: User Profile Corrupted?
- Create an empty folder in a local drive
- Configure following environment variables to point to the above folder: PTC_WF_ROOT & CREO_AGENT_HOME
- Change "Start in" location of shrotcut to point also to the above folder
- Lanuch Creo Parametric and check if issue persists
- If yes:
- probable root cause: Windows User Profiles corrupted
- Probable short term solution: Recreate User Profile
- Probable long term solution: Investigate with help of local IT Department what causes the corruption of windows user profiles
- If not, proceed with step 2
Step 2 : System/Network protections?
- Disable antivirus and firewall
- Lanuch Creo Parametric and check if issue persists
- if yes:
- Probable root cause: and antivirus or some prots blocked by firewall
- Possible investigation: Opn Windows Event Viewer and check for abnormal activities (ERRORS related to the xtop.exe of Creo Parametric)
- probable resolution: follow guidance of article 110511 to ensure all ports/executables called by Creo parametric are open in firewall/excluded from antivirus protections
- if not, proceed with step 3
Step 3: Unsupported Configuration?
- Ensure starting using a config.pro wontaining a unique option graphics win32_gdi (written in a text editor)
- Lanuch Creo Parametric and check if issue persists
- If yes: proceed with step 3
- If not:
- Probable root cause: Unsupported configuration
- Check Hardware Support page (browse by partner) if current configuration is supported (expecially graphic card for the given model type)
- Short term solution : stay in win32_gdi mode (with degrade graphical performance)
- Long term solution: consider updating hardware (or potentially only graphic card) to a supported configuration
Step 4 : None of above suggestion helped?
- Open a case to PTC Technical Support
- Upload traceback.log file + trail file generated (leading in the exit) upon case creation process (PTC TS has tools to gather more information in the code starting from the traceback file, like the signature of exits, and trail may contain useful information of why issue occurred)
Regards,
Serge
