error with random exit every 20-30min

[SS_8516581]

I am using Creo Parametric Release 8.0 and Datecode8.0.1.0

Mistake:
About Auto Trace
Fatal error. Backtracking was written to the following file:
(Path)
Send this to technical support.
(Traceback.log)

Translated by Andra Chirila using Google Translate on February 10, 2023
-----------------------------------------------------------------------------------------------

Fehler:
Info zu autom Zurückverfolgung
Schwerwiegender Fehler. Zurückverfolgung wurde in folgende Datei geschrieben:
(Pfad)
Senden Sie diese an den technischen Support.
(Traceback.log)

Here are the errors that I faced




-------------------------------------------------
The trace creation timestamp is: Di Jan 24 13:50:34 23
The executable build timestamp is: Mo Jul 12 14:40:05 21
The datecode is: 2021164
The pro machine type is: x86e_win64
The process ID is: 10924
The traceback type is : CRASH
The logger exit status is: 00003
The Trail is: trail.txt.223
The release is: 8.0
The product version is: 8.0.1.0
The product title is: Creo Parametric
-------------------------------------------------
Exception EXCEPTION_ACCESS_VIOLATION has occurred in the thread 19480.

Main Thread 19480
=====================
0x00007FF9EF57311E NULL (NULL:0) (baselibmt:0x00007FF9EF4A0000) ( 0x5d7ad8a8, 0x7b3d2118, 0x0, 0xa08f2e0 )
0x00007FF9EEF92BBF NULL (NULL:0) (uitools_sh:0x00007FF9EEE40000) ( 0x1, 0x1, 0xb9111d0, 0xa087a90 )
0x00007FF9EEFEEEF8 NULL (NULL:0) (uitools_sh:0x00007FF9EEE40000) ( 0xa08f2e0, 0x0, 0xb9111d0, 0x15ed6348 )
0x00007FF9EEFEF014 NULL (NULL:0) (uitools_sh:0x00007FF9EEE40000) ( 0x5d7ad9d0, 0x0, 0x7a6fa2d8, 0xdbbd8b7 )
0x00007FF9EEFF2A35 NULL (NULL:0) (uitools_sh:0x00007FF9EEE40000) ( 0xef2fb6b8, 0x7b410048, 0x5d7adaf0, 0xb9111d0 )
0x00007FF9EEFF297F NULL (NULL:0) (uitools_sh:0x00007FF9EEE40000) ( 0x1, 0x40000008, 0xdbfa000, 0xef2ee980 )
0x00007FF9EEF5F982 NULL (NULL:0) (uitools_sh:0x00007FF9EEE40000) ( 0x7b410048, 0x5d7adb50, 0x0, 0xef278a8f )
0x00007FF9EEFF2DFE NULL (NULL:0) (uitools_sh:0x00007FF9EEE40000) ( 0x7b410048, 0x0, 0x5d7adc60, 0x0 )
0x00007FF9EEFDD094 NULL (NULL:0) (uitools_sh:0x00007FF9EEE40000) ( 0x99e3fd8, 0xefdd7361, 0xc663a80, 0x0 )
0x00007FF9EFEDE639 NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x3, 0x0, 0x80000001, 0x0 )
0x00007FF9EFEDE581 NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x3, 0xc68a908, 0xc68a908, 0x0 )
0x00007FF9EFEE7F59 NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0xc68a908, 0x0, 0x0, 0x0 )
0x00007FF9EFEDE2A5 NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x3, 0x1, 0x0, 0x40000008 )
0x00007FF9EFEE370D NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x0, 0x800006, 0x800000, 0x0 )
0x00007FF9EFEE5006 NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x0, 0x0, 0x0, 0xc663a80 )
0x00007FF9EFEE09C6 NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x0, 0x20445a, 0x800000, 0x800006 )
0x00007FF9EFDD70A5 NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x800000, 0x3800012, 0x80000001, 0x5d7adfa0 )
0x00007FF9EFEEBE4F NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x784235d0, 0xc5160000, 0x0, 0x3800012 )
0x00007FF9EFDDB47C NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x0, 0x0, 0xefc924ce, 0x0 )
0x00007FF6CC25F967 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x42005f, 0x45004c, 0x5d7ae200, 0xd19ac960 )
0x00007FF6CC2591A4 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x0, 0x0, 0x0, 0x0 )
0x00007FFA0BFE92EB NULL (NULL:0) (coretools_sh:0x00007FFA0BFA0000) ( 0x0, 0x9782118, 0x3800012, 0x0 )
0x00007FF6CC25F719 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x0, 0x20, 0x20, 0x9782118 )
0x00007FF6C649EC5F NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x3800012, 0x20, 0x20, 0x800009 )
0x00007FF6C7FE7A10 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x5d7ae3c0, 0x5d7ae3b0, 0x1, 0x0 )
0x00007FF6C5FD73BD NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x9782118, 0x230, 0x9782118, 0x0 )
0x00007FF6C5FFAF1A NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x5d7aea70, 0x0, 0x0, 0x0 )
0x00007FF6C601C7D6 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x0, 0x0, 0xf, 0x0 )
0x00007FF6C601D0C6 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x5d7aea70, 0x5d7aea58, 0x5d7aea54, 0xef2d8d1f )
0x00007FF6C7FE6CDC NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x148c9810, 0x1, 0x3e9, 0x411 )
0x00007FF6C5FFE43F NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x0, 0x0, 0x411, 0x0 )
0x00007FF6C5FF43A5 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x850df08, 0x0, 0xffffffff, 0x8485d08 )
0x00007FF9EFEE0836 NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x0, 0x20445a, 0x800000, 0x800003 )
0x00007FF9EFDD70A5 NULL (NULL:0) (libui_sh:0x00007FF9EFC50000) ( 0x850df08, 0x0, 0x800003, 0xcb9fa200 )
0x00007FF6CB9FF57A NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x5d7af090, 0x0, 0x0, 0x72d0458 )
0x00007FF6CB9FA209 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x5d7af350, 0x5d7af3a0, 0x72d0410, 0xffffffff )
0x00007FF6CC253DE2 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x0, 0x72d0410, 0x72d0458, 0x0 )
0x00007FF6CC25450E NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x0, 0x0, 0x23, 0x0 )
0x00007FF6CC25F967 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x1, 0x23, 0x5d7af640, 0xd19ac960 )
0x00007FF6CC2591A4 NULL (NULL:0) (xtop:0x00007FF6C5160000) ( 0x7, 0x0, 0x0, 0x0 )
0x00007FFA0BFE92EB NULL (NULL:0) (coretools_sh:0x00007FFA0BFA0000) ( 0xd13b7c89, 0xeffcb030, 0x3, 0xc83125aa )

[KenFarley]

The message advises sending this to "technical support". Unfortunately, this is not Tech Support, but a forum for users. A traceback file is not something we can interpret or troubleshoot. Regrettably, we see a lot of these types of inquiries since PTC has steered people who go to the tech support pages over here.

[tbraxton]

Clearly PTC esupport UI/UX teams needs to improve the portal design as we still see users posting for issues that clearly should be going to support. You do not need AI integration to determine if a traceback or log file is included to default to opening a support case and not posting to the community. This is very low hanging fruit for UI/UX design!

I support the community and submitting questions but there should be a minimum bar set to submit a question to the community and when a user goes to open a support case the UI should not be duping them into posting to the community by default.

I have been a PTC customer for a long time, and I feel that I have to run through a gauntlet to open a case with support using the current website if I navigate through the UI. 

I was offended to see the default diversion to the community from the support website when trying to open a case for the first time. It is clearly an attempt to reduce the number of calls logged and present a hurdle to doing so. As a maintenance paying customer this is a terrible impression to be left with.

It is no surprise that people not reading/comprehending the UI are diverted to posting to the community. That it appears to be deliberate is poor form indeed.

[BrianToussaint]

I agree on that PTC seems to be steering more and more here that are true technical calls and if a person doesn't realize it and just does as they are defaulted, it will go to the wrong place.

However with that being said.  The person is a "newbie" on this forum and sometimes these things are taken care of with an updated version of the software and that is usually what "tech support" asks first from their pre-canned list of questions.  Maybe this person hasn't gone through all the pain through the years of trying early adoption of this software and the problems that it causes sometimes.  I know that I got burned a couple of times early in my admin career by adopting early date codes of Pro/E, that I know now to wait for a few "versions" of a release to come out before even testing.  I know that over the years, this list has been invaluable to me and the knowledge/experience that I now have.  Also that testing is the key to any software implementation/update, especially earlier on in the date code.

[olivierlp]

Apologies to all here. Indeed, Traceback questions are impossible for the Community to chime in. Only PTC Tech Support can help with it. We are looking into why @SS_8516581 landed here, Thanks for your participation, feedback and understanding. 

[BrianToussaint]

Hello.....  Have you tried to install the latest version of Creo 8 to see if it still is happening?  You seem to be on a very early release of Creo 8.  You are 6 releases behind.