Creo constantly crashing for a couple of our engineers when opening models or drawings

[pgraham]

I am using Creo Parametric Release 3.0 and DatecodeM090

A couple of our engineers are having problems with opening and modifying models and drawings without Creo crashing. It happens with everything they try to open. Another engineer and I have tried opening one of the same models & drawings and it works fine for us. One of the engineers has had crashing issues off & on for some time. I have a traceback.log file and the trail.txt file she sent me from the last crash.

Here are the errors that I faced
-------------------------------------------------
The trace creation timestamp is: Wed Feb 08 15:45:26 23
The executable build timestamp is: Thu Mar 24 06:14:53 16
The datecode is: 2016050
The pro machine type is: x86e_win64
The process ID is: 20292
The traceback type is : CRASH
The logger exit status is: 00003
The release is: 3.0
The external datecode is: M090
The product title is: Creo Parametric
-------------------------------------------------
Exception EXCEPTION_ACCESS_VIOLATION has occurred in the thread 19528.

Main Thread 19528
=====================
0x00007FFCE042C89F NULL (NULL:0) (MSVCR110:0x00007FFCE03F0000) ( 0xe0f7ee87, 0x653d63c0, 0xa80, 0x0 )
ERROR: Module information could not be found, GetLastError: 1114 (Address: 0000000000000000)
0x00007FFCE0F7EE87 NULL (NULL:0) (rtlcoremt:0x00007FFCE0F70000) ( 0x745ba858, 0x0, 0x12, 0x0 )
0x00007FFCE0F7E805 NULL (NULL:0) (rtlcoremt:0x00007FFCE0F70000) ( 0x1, 0x1c4a9590, 0x0, 0x0 )
0x00007FF6D6DD8829 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x28989a8, 0x5, 0x0 )
0x00007FF6D6DD8787 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x92d2640, 0x2, 0xddc88aa0, 0x92d2640 )
0x00007FF6D6DD869F NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x0, 0x28989a8, 0x0 )
0x00007FF6D6DDAB03 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x1, 0x0, 0xe108adc7 )
0x00007FF6D6DD3E2A NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x28989a8, 0x4e9ac5a9, 0x0, 0x1 )
0x00007FF6D2C54428 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x0, 0x0, 0x198 )
0x00007FF6D3E661E3 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x92d7130, 0x0, 0x986ab8, 0x2 )
0x00007FF6D3E683C9 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0xc, 0x92d2640, 0x0, 0x986ac0 )
0x00007FF6D1C6D240 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x1, 0xd3e68580, 0x48, 0xd3e67980 )
0x00007FF6D1C6CDB3 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x4e9acc88, 0xd3e67980, 0xd3e680d0 )
0x00007FF6D1DD17DF NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x4e9acd20, 0x653b9d90, 0xd3e692f5 )
0x00007FF6D1DD1862 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x4e9acc88, 0x11, 0x0, 0x4e9acbd0 )
0x00007FF6D3E6804F NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x73a2a130, 0x73a2a130, 0x0 )
0x00007FF6D3E67CC5 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x1, 0x4e9acf40, 0x73a29fd8, 0x4e9aced0 )
0x00007FF6D3E6737E NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x653b9d90, 0x73a29fd8, 0x0, 0x0 )
0x00007FF6D3E6C8BF NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0xffffffff, 0x653b9d90, 0x2d )
0x00007FF6D6AC51E1 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x73a29fd8, 0x0, 0xf9a1d8, 0x63e409e6 )
0x00007FF6D6AFCBAD NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x0, 0x1, 0x1b8701e0 )
0x00007FFCE107A71B NULL (NULL:0) (coretools_sh:0x00007FFCE0FE0000) ( 0x3ef, 0x4e9ad2f0, 0xd6afb390, 0x2628c63 )
0x00007FF6D6AFB406 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x4e9ad2f0, 0x6794c940, 0x6794c940, 0x0 )
0x00007FF6D62E62EB NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x3ef, 0x1, 0x1, 0x6 )
0x00007FF6D1CE9D4F NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x73a29fd8, 0x653b9d90, 0x0, 0x0 )
0x00007FF6D1CEA5A6 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x63e409e6, 0xdb04c3d0, 0x2, 0x2 )
0x00007FFCE107A71B NULL (NULL:0) (coretools_sh:0x00007FFCE0FE0000) ( 0x0, 0x0, 0x4e9ad900, 0xd6aa8570 )
0x00007FF6D1CEDF99 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x653b9d90, 0xd277cb30, 0x6794c940, 0xd6aa950a )
0x00007FF6D1CE9AC2 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x0, 0x4e9ad900, 0x3ef )
0x00007FF6D27820F8 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x2, 0x1, 0x653b9d90, 0xba7e10 )
0x00007FFCE107A71B NULL (NULL:0) (coretools_sh:0x00007FFCE0FE0000) ( 0x3ef, 0xdb04c118, 0x2, 0x0 )
0x00007FF6D278B76C NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x0, 0x0, 0xe0f77e1c )
0x00007FF6D1CE9F2A NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x10, 0xdb04c118, 0x4e9ada30 )
0x00007FFCE107A71B NULL (NULL:0) (coretools_sh:0x00007FFCE0FE0000) ( 0x3ef, 0xd240e610, 0x0, 0x0 )
0x00007FF6D1CE8207 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x3ef, 0xd240e610, 0x0, 0xdea02530 )
0x00007FF6D3E24C7B NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x4e9adba8, 0x0, 0x0 )
0x00007FF6D3E21B78 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x1b9209f8, 0x0, 0x6b674aa0 )
0x00007FF6D3E2B2B0 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x4e9ade79, 0x0, 0x1 )
0x00007FF6D3E14E19 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x4e9ade79, 0x3ef, 0xc0, 0x0 )
0x00007FF6D6A68B1F NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0xd6a688e0, 0x3f7ff, 0x0, 0x0 )
0x00007FF6D6E83649 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0xe78fe8, 0x4e9adf70, 0xc, 0x1 )
0x00007FF6D6E9EE26 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x4, 0xe78fe8, 0x0 )
0x00007FFCAEA4C7E4 NULL (NULL:0) (libui_sh:0x00007FFCAE8D0000) ( 0x0, 0x1, 0x0, 0x0 )
0x00007FF6D6A6D78C NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x0, 0x4, 0x7d85e6f0 )
0x00007FF6D6A8DB97 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x430049, 0x0, 0x4e9ae120, 0xdb3fa128 )
0x00007FF6D6A877F4 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x0, 0x0, 0x0 )
0x00007FFCE107A71B NULL (NULL:0) (coretools_sh:0x00007FFCE0FE0000) ( 0x0, 0x80000c, 0x80000c, 0x0 )
0x00007FF6D6A8D948 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x0, 0x0, 0x653b9d90 )
0x00007FF6D41D447F NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x0, 0x80000c, 0xd78ec8 )
0x00007FF6D2EED88C NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x0, 0x1, 0x0, 0x0 )
0x00007FF6D2EF9E78 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x72f4df70, 0x72f4df70, 0x0, 0x72f4df70 )
0x00007FF6D2EF9D13 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x72f4df70, 0x0, 0x1, 0x72f4df70 )
0x00007FF6D2245917 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x653b9d90, 0x230, 0x4e9ae560, 0x0 )
0x00007FF6D2264D0B NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x737eedb0, 0x6be88e98, 0x72f4df70, 0x60d5ba1 )
0x00007FF6D22821A6 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0xd2ed7e80, 0x0, 0x0, 0x5 )
0x00007FF6D2282417 NULL (NULL:0) (xtop:0x00007FF6D0950000) ( 0x4e9aeaa0, 0x800002, 0xc, 0x72f4df70 )
0x00007FF6D2ED7D9D NULL (NULL:0) (xtop:0x00007FF6D095000

[MartinHanak]

Hi,

if you have active support at PTC then open Case at PTC Support and send then traceback.log file.

If you do not have active support at PTC then you have bad luck.

You can add graphics win32_gdi option at the end of config.pro file. This enables you to check whether the problem is related to graphic card drivers.

[pgraham]

Hi Martin,

Thank you for your reply. She tried this already and that wasn't it.

She was assigned a whole different laptop and is still having the same issue.

We do have an active support account, but when I put a ticket in to PTC, they send me to the forum as they do not support 3.0 anymore.

I just called the 1-800 number and they said where it was Creo 3.0, they couldn't support me either. 😞

Pam

[BenLoosli]

Has anything changed as far as OS patches, etc. recently?

Try to remove ALL of the config.pro files from loading, maybe it is a bad setting in there. That would explain the crashing following to a new machine.

If you are under support contract, why are you still using a version that is 6 releases out of date? I know a PLM system maybe part of that answer, if you use one, but it would also be 6+ years out-of-date and need upgraded, too.

[pgraham]

Hi Ben,

I’m not sure. Another engineer and I both tried opening/modifying some of the CAD that is crashing on her, and we don’t have any issues.

How do you do that? (remove all config.pro files from loading)

We are in the process of upgrading from Windchill 10.1 to 11.1 and the Creo update will follow (probably 7 or 8).

We are having issues in testing 11.1 with our custom configurations.

Thanks,

Pam

[BenLoosli]

Hi Pam,

If Creo is loaded locally, go into the text folder under the <loadpoint> and rename config.pro and config.sup to something, I usually just add a _NO to the file name. Do the same to any config.pro files in the user's home and start in folders.

If using a network install, you probably don't have issues with the <loadpoint> config files, as everyone is reading the same files.

I feel your pain in the Windchill upgrade. I have done one system to Windchill 12.0.2 in January and still finding issues. I have my second system in test mode for my upgrade. I do not have any customizations, so upgrading is easier. I do have some RBstate files to upgrade, but that is very minor and the process is well defined.

I would still question an upgrade to Windchill 11.1 as it is no longer supported and will be hard to get PTC to help with issues. But I also understand that 10.1 does not go directly to 12.x. 

[pgraham]

Thanks, Ben.

We were just talking about that yesterday (upgrading to 12). We're making progress on the testing, but not quite there yet.

I am sharing all these potential solutions with our IT person, so they are trying everything. Still no solution yet.

I will let everyone know if it gets resolved and what was done to do it.

Pam

[MartinHanak]

---

@pgraham wrote:

Hi Martin,

Thank you for your reply. She tried this already and that wasn't it.

She was assigned a whole different laptop and is still having the same issue.

We do have an active support account, but when I put a ticket in to PTC, they send me to the forum as they do not support 3.0 anymore.

I just called the 1-800 number and they said where it was Creo 3.0, they couldn't support me either. 😞

Pam

---

Hi,

Q: What user account she used to login on different laptop ? Was it local account or domain account ?

In case that she used domain account the problem can be hidden in "account settings".

Creo writes some information into "account settings".

Try removing Creo settings temporarily:

• if PTC_WF_ROOT variable is set then move the contents of %PTC_WF_ROOT% directory into another empty directory
• if PTC_WF_ROOT variable is NOT set then move the contents of %APPDATA%\PTC directory into another empty directory

[BenLoosli]

Pam,

Have the user delete all of her workspaces and delete the cache files on disk and see if it is a corrupt cache.

Have another user that does not have the issues try her workstation. If that works, that moves the issue to the user's accounts or cache files.

Ben