CREO 10.0.2 is crashing in several different situations

[SL_1473226]

Hi Community.

Our company has many Creo users in different offices all over the globe. We are faced with many crashes every day, which is frustrating for users.

We are running CREO 10.0.2 on new Dell Precision 5680 laptops.

-i9-13900H

-32GB RAM

-nVidia RTX A3500 Ada Generation laptop

-Win 11 Pro OS

Observations: The crashes are mainly in our offices in Paris, Nantes (both France) and Jena (Germany), but not in Stockholm (Sweden), Sunnyvale (CA) and Christchurch (NZ).

The Windchill server is located in Stockholm. The license server is located in Sunnyvale.

The number of daily crashes depends on the graphics card driver release version. The latest one is not the most stable.

At lunch break the screen is locked. After unlocking the screen the CREO window freezes  and the session is crashing immediately.

Often the session is crashing if the software is reporting a license issue.

Crashes with huge ASMs

Crashes when creating drawings.

We believe there are several root causes for these behaviors. 

We guess it is caused by: driver issues, CREO issues, Windchill issues and especially network issues.

Is there any tool available to measure the network stability and to log CREO crashes.

Is it a disadvantage to have the license and Windchill servers located thousands of miles away from CREO users?

Any hint is welcome.

BR. Steffen.

[MartinHanak]

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@SL_1473226 wrote:

Hi Community.

Our company has many Creo users in different offices all over the globe. We are faced with many crashes every day, which is frustrating for users.

We are running CREO 10.0.2 on new Dell Precision 5680 laptops.

-i9-13900H

-32GB RAM

-nVidia RTX A3500 Ada Generation laptop

-Win 11 Pro OS

Observations: The crashes are mainly in our offices in Paris, Nantes (both France) and Jena (Germany), but not in Stockholm (Sweden), Sunnyvale (CA) and Christchurch (NZ).

The Windchill server is located in Stockholm. The license server is located in Sunnyvale.

The number of daily crashes depends on the graphics card driver release version. The latest one is not the most stable.

At lunch break the screen is locked. After unlocking the screen the CREO window freezes  and the session is crashing immediately.

Often the session is crashing if the software is reporting a license issue.

Crashes with huge ASMs

Crashes when creating drawings.

We believe there are several root causes for these behaviors. 

We guess it is caused by: driver issues, CREO issues, Windchill issues and especially network issues.

Is there any tool available to measure the network stability and to log CREO crashes.

Is it a disadvantage to have the license and Windchill servers located thousands of miles away from CREO users?

Any hint is welcome.

BR. Steffen.

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Hi,

it looks like your company is big PTC customer. So ask PTC Support to help you.

[magnus.salomons]

Did you get support from PTC and was they able to solve your problems?

I got a new Dell Precision 7780 with RTX 3500 Ada a couple of weeks ago. I haven't had any problems in general in Creo but as soon as I try to run a Creo Simulation Live flow study it either crashes instantly or as soon as I try to change a setting.

I also tried adding as suggested in this article https://www.ptc.com/en/support/article/CS311723?source=search but it still crashes.

It's supported according to PTC but what does "Supported N+3 means"?

[StephenW]

Since you're on supported hardware and it's repeatable, I would open a support ticket with PTC Support.

If you can't, I would suggest first trying the PTC support graphics driver. If that still exhibits the problem try the latest graphic driver.

[magnus.salomons]

Thanks, I already opened a ticket with our VAR as we don't have direct contact with PTC. Just wanted to get some feedback of the problem that Steffen had. Always good to know so that these threads doesn't end up in open space.

[Patriot_1776]

Easy fix:  You have to get the "Crash Free" version, for an extra surcharge....🤣