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A
AN_Ahmed1-Visitor
1-Visitor
December 12, 2019
Question

Model Manager (19) "Abruptly Disappear" or Crashes

  • December 12, 2019
  • 4 replies
  • 7697 views

Hello,

I have been facing this of MODEL MANAGER "abruptly closes" or "crashes" without any crash dump file - when "export" command. 

This is very annoying and troubling. Any support on this will be appreciated.

I am using Win 10 Enterprise, HP ZBOOK G3, HP ZBOOK G6 - either hardware it MODEL MANAGER [ver:19] keep failing, suddenly program closes.

Please consider to review this issue seriously

 

Best Regards

Ahmed

4 replies

T
ThomasKirkman16-Pearl
16-Pearl
December 18, 2019

The first thing I would do would be to uninstall Model Manager and then install it again.  I have had similar issues in the past and the reinstallation fixed it.

 

A
AN_Ahmed1-VisitorAuthor
1-Visitor
December 20, 2019

I have done this & in many ways - like reimage and reinstall, encounter same annoying issue

V
24-Ruby III
VladimirN24-Ruby III
24-Ruby III
December 20, 2019

Open a new "Case", here: https://support.ptc.com/apps/case_logger_viewer/auth/ssl/log

T
ThomasKirkman16-Pearl
16-Pearl
December 20, 2019

Which version of 19? for example 19m020?  There are limited compatibility with version and windows 10. M00, M010, M020 and M030 are apparently not compatible with windows 10, where as M040 and up are.

 

https://www.ptc.com/en/support/article?n=CS225206&language=en&posno=1&q=win%2010&ProductFamily=CoCreate%20%26%20Creo%20Elements%2FDirect&Product=Creo%20Elements%2FDirect%20Model%20Manager%20%2F%20Drawing%20Manager&Release=19.00&source=search

 

A
AN_Ahmed1-VisitorAuthor
1-Visitor
January 6, 2020
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M
mwieber1-Visitor
1-Visitor
January 24, 2020

Hello,

 

we have encoutered the same issue after Migration from Windows 7 to Windows 10.

 

There should be a special hidden folder on the users desktop, which is kind of some super user mode activation trigger. 

Check the desktop by showing all files including System and hidden files, find the suspicious folder and delete it.

 

Should be working again thereafter.

 

 

L
lfortner14-Alexandrite
14-Alexandrite
January 28, 2020

Hello,

You may try the following:
From your Model Manager client directory (ex: C:\Program Files (x86)\PTC\Creo Elements\Direct Model and Drawing Manager 19.0), edit the run.bat file and near the end of run.bat replace the following
...
"%JAVA_EXE%" %JVM_ARGS% com.osm.datamgmt.DataManager %PRODUCT_CODE% "%CONFIGDIR%" "%INSTDIR%\" > NUL 2>&1
..
by
...
"%JAVA_EXE%" %JVM_ARGS% com.osm.datamgmt.DataManager %PRODUCT_CODE% "%CONFIGDIR%" "%INSTDIR%\" > c:\Temp\run.log 2>&1
...
so that you'll log output and errors into the c:\Temp\run.log file.
Start again Model Manager, and after the crash, let have a look to the c:\Temp\run.log file to diagnose.
Hope this will help

A
AN_Ahmed1-VisitorAuthor
1-Visitor
January 29, 2020

Many Thanks for extending your support on this issue.

Due to public holidays, I am just back to office today.

After , editing the run.bat file, the crash details stored at C:\temp\run.log file as follows(also attached file):

 

#
# A fatal error has been detected by the Java Runtime Environment:
#
#  EXCEPTION_ACCESS_VIOLATION (0xc0000005) at pc=0x6a4628ed, pid=2224, tid=14312
#
# JRE version: Java(TM) SE Runtime Environment (7.0_40-b43) (build 1.7.0_40-b43)
# Java VM: Java HotSpot(TM) Client VM (24.0-b56 mixed mode windows-x86 )
# Problematic frame:
# C  [msvcr100.dll+0x128ed]
#
# Failed to write core dump. Minidumps are not enabled by default on client versions of Windows
#
# An error report file with more information is saved as:
# C:\Users\nisara\AppData\Local\Temp/mm_hs_err_pid2224.log
#
# If you would like to submit a bug report, please visit:
#   http://bugreport.sun.com/bugreport/crash.jsp
# The crash happened outside the Java Virtual Machine in native code.
# See problematic frame for where to report the bug.
#

 

I hope you could able to advise me what should I do in my notebook in order to eliminate this annoying issue.

L
lfortner14-Alexandrite
14-Alexandrite
February 5, 2020

Hello,

It seems to me that the cause is outside Model Manager, probably located on Java. Your error reports java version 1.7.0_40. Let try to install java to 1.7.0_80 that is available from Oracle. Windows update may also help you.

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