Creo 4.0 Repeated Crash during normal use

[jloverich]

I am using Creo Parametric Release 4.0 and DatecodeM060

I have a student running Creo 4.0 that is continually getting a crash during normal operation of Creo at random times. It is rare for her to be able to use Creo for mor than 10 minutes before it crashes. The error from Creo before it closes says to submit the traceback to support. The traceback log is pasted in the error messages (until it runs out of room). If there is a way to submit the traceback file, let me know.

Thanks you for your help and please let me know what our next step should be.

Here are the errors that I faced
-------------------------------------------------
The trace creation timestamp is: Mon Mar 21 09:55:54 22
The executable build timestamp is: Mon Jul 30 08:51:14 18
The datecode is: 2018190
The pro machine type is: x86e_win64
The process ID is: 1268
The traceback type is : CRASH
The logger exit status is: 00003
The Trail is: PRO_trl.txt.4
The release is: 4.0
The external datecode is: M060
The product title is: Creo Parametric
-------------------------------------------------
Exception EXCEPTION_ACCESS_VIOLATION has occurred in the thread 3484.

Main Thread 3484
=====================
0x00007FF741A446D4 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x0, 0x0, 0x0, 0x42899dfd )
0x00007FF741913A89 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x0, 0xd3d97700, 0x0, 0xd3d97700 )
0x00007FF7419159C6 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x1, 0x0, 0x15, 0x0 )
0x00007FF74341AFC0 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x91f52810, 0xd3d98320, 0x91f52810, 0x9230fac8 )
0x00007FF74341A829 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0xd3d981f0, 0x91d62680, 0xd3d9b2d8, 0x0 )
0x00007FF743425D6F NULL (NULL:0) (xtop:0x00007FF740650000) ( 0xd3d981f0, 0xa8f7c368, 0x91f52810, 0xa8f7c368 )
0x00007FF741A1CE8E NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x1, 0x26, 0xd3d97e50, 0x91facb20 )
0x00007FF746B54E2E NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x0, 0xd3d97e50, 0xffffffff, 0x3 )
0x00007FF746B52C55 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x3, 0x26, 0x91facb20, 0xd3d97e80 )
0x00007FF746B550BB NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x8, 0x1, 0x4f6cd8f0, 0x8 )
0x00007FF741A0DEE4 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x9230fac8, 0xd3d985f0, 0x0, 0x8 )
0x00007FF741A0DB2C NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x65, 0x4b6d9b00, 0x18000, 0xd3d98320 )
0x00007FF74342BC3F NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x9230fac8, 0xd3d98460, 0x0, 0x0 )
0x00007FF7434185A1 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x4, 0x0, 0xd3d9a170, 0x0 )
0x00007FF741917258 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x0, 0xd3d9a170, 0x0, 0x0 )
0x00007FF741917447 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0xfac9e5f0, 0x24, 0x0, 0x44 )
0x00007FF7418DA5C1 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0xd3d9aa30, 0xd3d9b2d8, 0x0, 0x9c42d2e8 )
0x00007FF7418CCA89 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x1, 0x1, 0x1, 0x0 )
0x00007FF741A3DEA6 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x0, 0x9c42d2e0, 0x6, 0x3eb )
0x00007FF741A2B5D9 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x9c5fb958, 0xd3d9b398, 0x46ad7e70, 0x0 )
0x00007FF746AD80C1 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0xc0, 0xd3d9b430, 0xc0, 0x0 )
0x00007FF74780DCDB NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x9c5fb958, 0xd3d9b540, 0x1, 0x0 )
0x00007FF747829C96 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0xa, 0x4, 0x9c5fb958, 0x9c6f4c00 )
0x00007FFE857FB555 NULL (NULL:0) (libui_sh:0x00007FFE85740000) ( 0x83634640, 0xffffffff, 0x0, 0x0 )
0x00007FF746ADCE6C NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x3e, 0x0, 0x5, 0x83634100 )
0x00007FF746ABA797 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x1, 0xffffffff, 0x0, 0x82b25d01 )
0x00007FF746AC1010 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x4c31dba0, 0x82bc22b8, 0x20c49ba, 0x0 )
0x00007FF7498C82AA NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x0, 0x82b25d60, 0xfacd85d0, 0xfacd85d0 )
0x00007FF7498CBCB3 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0xfb59f690, 0x82b25d20, 0x0, 0x82b25d20 )
0x00007FF7498CC0B8 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0xd3d9b9e0, 0x0, 0x82b25d60, 0x82b25e02 )
0x00007FF7498C2132 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x82b25f98, 0x80000e, 0x85a1c1d8, 0x82b05990 )
0x00007FFE859AA4DE NULL (NULL:0) (libui_sh:0x00007FFE85740000) ( 0x0, 0x800000, 0x60971f, 0xd3d9b9f9 )
0x00007FFE858B56CF NULL (NULL:0) (libui_sh:0x00007FFE85740000) ( 0x83f6e520, 0x80000001, 0x64, 0x8590f5e7 )
0x00007FFE859B4FFF NULL (NULL:0) (libui_sh:0x00007FFE85740000) ( 0x1, 0xd3d9bd08, 0x1, 0x0 )
0x00007FFE858BA7E5 NULL (NULL:0) (libui_sh:0x00007FFE85740000) ( 0x2, 0x0, 0x0, 0x0 )
0x00007FFE858B519F NULL (NULL:0) (libui_sh:0x00007FFE85740000) ( 0xd3d9bd00, 0xd3d9bd08, 0xd3d9bd08, 0x0 )
0x00007FF746334FF1 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x1, 0xd3d9bd30, 0x0, 0xffffffff )
0x00007FF746AB940C NULL (NULL:0) (xtop:0x00007FF740650000) ( 0xfffffff7, 0x0, 0xd3d9be08, 0x1 )
0x00007FF746AC04A3 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x0, 0xfae995d8, 0x0, 0x41a560ed )
0x00007FF746ABCE85 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x0, 0x0, 0xd3d9d770, 0x4f6cdd20 )
0x00007FF7418E4D65 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0xd3d9d770, 0x1, 0x41a53b30, 0x41a53190 )
0x00007FF741A4BE12 NULL (NULL:0) (xtop:0x00007FF740650000) ( 0x1, 0x1, 0xd3d9e0d8, 0xd3d9e048 ) <

[StephenW]

This is possibly a graphics card issue.

Try adding the following option to the config.pro (you will need to add it using a text editor:

graphics win32_gdi

If the problem continues, then it is not a graphics card issue

If it stops, then it is a graphics card issued.

Things to try if it is graphics card is installing the lastest graphics drivers (remove the graphics options to test)

replace the graphics card

If it works with the option, you can continue using the option but there are performance issues that may slow the user down.

[sacquarone]

Hello @jloverich 

Suggestions provided by @StephenW  are good, especially if impacted user is working in an unsupported hardware (check Platform Support page here if you would like more information on supported hardware for PTC products).

I analyzed on my side the specific signature of this traceback file. It seems to be a very rae issue (occurred only 15 times in the whole history of trails collected and analyzed by our systems), and as per trace, it seems to have occured in Drawing Environment while trying to select something. Anyway, this exit is for sure not the "common pattern" of the random unexpected exits (but very frequents, if student faces this evry 10 minutes).

Regards,

Serge

[jloverich]

Hi Stephen and Serge,

Thank you for your replies. This crash does seem to occur only while in the drawing environment. We have tried adding "graphics win32_gdi" to config.pro, updating the graphics driver both straight from AMD and then from Dell. All to no avail. 

The specs on this Dell 3540 laptop are attached. We have several other students with this same laptop that do not have any crashing issues.

The only thing that we have not tried so far is swapping the card. Is there anything else we can try before that?

Thanks!

James

[sacquarone]

Hello @jloverich 

DELL 3540 with AMD Radeon Pro WX2100 is supported to be used with Creo Parametric 4.0 (listed in page 10 of PTC Creo 4.0 Hardware Support – Dell Document)

If several other students with same laptop are not affected, the very first thing to do is to ensure that non-working ones use the same configuration (config pro / sup & ui files) than working ones. TO access this information:

1. Go in working station
2. access >File >Help >System Information and scroll down to Configuration Information section
3. You'll see here all config files considered in this workaing machine
4. Configure exactly the same files in the non-working ones and check if issue persists

If not enough, you'll find further guidance (like reinitializing the .wf cache location) in our article 58450: Troubleshooting of Startup failures and premature exits in Creo Parametric

Regards,

Serge

[jloverich · Accepted solution]

This student laptop seems to be working ok now. I'm not sure what ended up being the solution. It seems like it must have been a graphics driver that eventually updated properly. Thanks to all for your replies.