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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.
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.
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
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
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:
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
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.