Deciphering traceback.log files

[jweaver]

I am trying to pinpoint a problem with many users expierencing random crashing while running Creo 2.0 M100 off a server install. I am looking through some of the traceback.log files and I see patterns but I want to know if there is a way to tell what is actually causing the problem (hardware, software, graphic, etc). I am not the one using Creo when it crashes and PTC support always wants to know exactly what was being done when the crash happens. I can't always tell them since I am not familiar with the program to even relay the message between the users and PTC. All users are on Win7 x64 that meet PTCs min requirements to run Creo. The one thing that may be causing issues is the graphics cards. They are not included in PTC's support\certified list.

The two things that I see in all of the logs are lines referencing xtop:0x0000.... and atio6axx:0x0000..... PTC did tell me that most atio6axx lines mean an issue with graphics cards. Two parital log files are below. Can anyone tell me a way to decipher the logs without going to PTC?????

Exception EXCEPTION_ACCESS_VIOLATION has occurred in the thread 23316.

Main Thread 23316

=====================

0x0000000141EBD97A NULL (NULL:0) (xtop:0x000000013F140000) ( 0xffffffff, 0x0, 0x0, 0xffffffff )

0x0000000141EBDB02 NULL (NULL:0) (xtop:0x000000013F140000) ( 0x0, 0x3fc5e5c9, 0x87da30, 0x0 )

0x0000000141EC647D NULL (NULL:0) (xtop:0x000000013F140000) ( 0x0, 0x0, 0x8a, 0x0 )

0x00000001410E7B2B NULL (NULL:0) (xtop:0x000000013F140000) ( 0x370e0840, 0x406c80bd, 0x3741c780, 0xffffffff )

0x0000000141EE45C0 NULL (NULL:0) (xtop:0x000000013F140000) ( 0x0, 0x3741c378, 0x0, 0x3741c780 )

0x0000000141415F89 NULL (NULL:0) (xtop:0x000000013F140000) ( 0x3741c780, 0x3741c780, 0xd, 0x3 )

0x0000000141DA8868 NULL (NULL:0) (xtop:0x000000013F140000) ( 0x41f4d2a0, 0x50eaff0, 0x122215c0, 0x3 )

0x0000000141FA5038 NULL (NULL:0) (xtop:0x000000013F140000) ( 0x4c835310, 0x0, 0x41fa4e60, 0x0 )

0x0000000141FA1CC4 NULL (NULL:0) (xtop:0x000000013F140000) ( 0xffffffff, 0x0, 0x1, 0x1a )

0x000007FEEA5D7C70 NULL (NULL:0) (uitools_sh:0x000007FEEA300000) ( 0x50eaff0, 0x12e8ff08, 0x50eb158, 0x50eaff0 )

0x0000000141F6B8A8 NULL (NULL:0) (xtop:0x000000013F140000) ( 0x12e8ff08, 0x1a, 0x0, 0x41fa4e60 )

0x0000000141FA5508 NULL (NULL:0) (xtop:0x000000013F140000) ( 0x41fa4e60, 0x36ce21a0, 0x424fec38, 0x0 )

0x0000000141FA571D NULL (NULL:0) (xtop:0x000000013F140000) ( 0x50eaff0, 0xffffffff, 0x0, 0x0 )

0x000007FEEA5DF5E0 NULL (NULL:0) (uitools_sh:0x000007FEEA300000) ( 0x39e9b6c8, 0x0, 0x1, 0x424fec38 )

0x000007FEEA09FB6A NULL (NULL:0) (libui_sh:0x000007FEE9F10000) ( 0x0, 0x4, 0x0, 0x1 )

0x000007FEEA0A0268 NULL (NULL:0) (libui_sh:0x000007FEE9F10000) ( 0x33, 0x0, 0x0, 0x4d155161 )

0x0000000145117492 NULL (NULL:0) (xtop:0x000000013F140000) ( 0x1, 0x1b, 0x87e0d0, 0x5f004e )

0x0000000145118484 NULL (NULL:0) (xtop:0x000000013F140000) ( 0x0, 0x0, 0x0, 0x0 )

0x000007FEEAE7012D NULL (NULL:0) (coretools_sh:0x000007FEEAE30000) ( 0x0, 0x12a26c50, 0x12a26c50, 0x0 )

Exception EXCEPTION_ACCESS_VIOLATION has occurred in the thread 4324.

Main Thread 4324

=====================

0x000000006A258AC7 NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0x17436b78, 0x0, 0x17436b78, 0x1485b040 )

0x0000000069B2620A NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0x17430b10, 0x1, 0x5, 0x691f )

0x0000000069B171DE NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0x1, 0x0, 0x17436b78, 0x690cc967 )

0x0000000069B07AFE NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0xa7654c0, 0xa780cf0, 0x0, 0x1 )

0x0000000069AEB6D4 NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0xa7654c0, 0x1, 0x1, 0x5 )

0x0000000069199FE5 NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0x17b47090, 0x17b4b150, 0x17b4b150, 0x5 )

0x00000000690DFFED NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0x45c70180, 0x5, 0x1c5, 0x45c92260 )

0x0000000069235FFA NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0x17d4d9b0, 0x45c92260, 0xa6f0948, 0x69a14c00 )

0x0000000069236661 NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0x45c94b00, 0x0, 0x45c92200, 0x1 )

0x00000000692736CD NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0x45c70100, 0x3b6915c8, 0xc, 0x8bb8b0 )

0x000000006920A1BE NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0x0, 0x1, 0x0, 0x7 )

0x0000000069451409 NULL (NULL:0) (atio6axx:0x0000000069030000) ( 0x8bb9d9, 0x34, 0x8bb9d9, 0x46233276 )

0x00000001462327C7 NULL (NULL:0) (xtop:0x000000013FD30000) ( 0x3b68de78, 0x408974a0, 0x8bbcb0, 0x3edc0001 )

0x0000000146235C3F NULL (NULL:0) (xtop:0x000000013FD30000) ( 0x9cb20001, 0xaaaaaaab, 0x0, 0x67589050 )

0x0000000146235D00 NULL (NULL:0) (xtop:0x000000013FD30000) ( 0xf170532a, 0x0, 0x3b68de78, 0x462331bf )

[TomD.inPDX]

the support techs tell me these logs are of little use to them.

[jweaver]

So even PTC doesn't know what the logs mean????? That's comforting....

[ClintWalton]

Hi Justin,

I'm sorry I don't have a direct answer but I'll try to shed some light on the topic.

The traceback file can be analyzed by PTC's technical support team using an internal database tool. Generally speaking, without the use of the analysis tool, it would be highly unlikely for someone to glance over the file and decipher the root cause. It essentially cross-references your issue other reported/resolved issues. In some situations, it can help find a quick resolution.

You might be one the right track looking into the graphics card. While uncertified machines often perform just fine, they have not been stability tested by PTC. A machine must be one listed on the Platform Support page, with the exact configuration including graphics card and all, to be a certified/supported platform. Even the tested graphics card driver version should be used.

http://www.ptc.com/partners/hardware/current/support.htm

I encourage you to open a TS case if you're having repeated exit issues.

[TomD.inPDX]

I will remember to include your post, Clint, next time I submit the case with the crashlog.

[ptc-4216999]

Did you guys have any succes with this problem ?

I am experiencing something similar with atio6axx.dll

M80 worked fine

M90 gives me the same error on the event stack. It will not start and crash on the splash screen.

There are no other error messages (no std.err, no trail.txt, ...)

Uninstalls and reinstalls do not work.

It is a laptop PC meeting the minimum requirements. But no certified video card.

Naam van toepassing met fout: xtop.exe, versie: 30.0.2012.480, tijdstempel: 0x52b84f48

Naam van module met fout: atio6axx.dll, versie: 6.14.10.11591, tijdstempel: 0x5084f1f2

Uitzonderingscode: 0xc0000005

Foutoffset: 0x0000000000a201d7

Id van proces met fout: 0xae4

Starttijd van toepassing met fout: 0x01cf8f7c7f3f886c

Pad naar toepassing met fout: D:\PTC\Creo 2.0\Common Files\M090\x86e_win64\obj\xtop.exe

Pad naar module met fout: C:\Windows\system32\atio6axx.dll

[jweaver · Accepted solution]

Our systems also met the min requirements and the only way to keep it from crashing was eliminating the video card by changing the graphics config to "win32_gdi" instead of the default "opengl". This made rotation choppy and caused some flashing on certain things. 90% of the traceback.logs came up with the atio6axx error.

Ended up putting a certified graphics card in a couple of the PCs and haven't had any crashes of any kind in over 2 months. Hope that helps.

[ptc-4216999]

Thanks Justin,

That solved the problem!

I'll install two versions then, the M80 to work in regularly and the newest one if needed

[jgong-3]

How do I change video card configtion?

[remy]

You are surprised that Technical Support struggles to decipher the traceback content as it can be ironic. I'm sorry the answer that you got that time were not satisfying.

Let me clarify first that the content of the traceback is managed by R&D and that Technical Support make do with it. What has been  implemented by Technical Support is indeed a worldwide platform where engineers can send a traceback for scanning.

The purpose is to compare the traceback to a data base. The traceback being a signature of a crash, it is scanned and checked to know if a fix is available or exists at all.

With time, we figured that sometimes orphan crashes happened too. Hence a reference article was created to support you as much as possible: https://www.ptc.com/en/support/article/CS232360 

hoping this post will be helpful to anyone who reads.