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mad
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Errors in Windows 8 Reliability manager log

03 Sep 2012, 21:46

Hi,
Uninstall Tool is crashing in Windows 8. Well, not directly, but the Reliability manager is full of critical events - mostly x64 helper process, but also the main app. I did not find an image upload function here and I do not really want to use an image storing site. If more info is needed, I will gladly provide it.

System info:
i5 750, AMD HD 5800, 4GB RAM
Windows 8 64-bit
Latest Uninstall Tool version

Thank you.
 
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Steven
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Re: UT crashing with Windows 8

03 Sep 2012, 21:54

hi,

1. When does it crash? On startup?
2. Exact Uninstall Tool version please
3. Exact Windows version please
4. Any Screenshot please.

Thank you

PS. I should tell you that we did complete testing of the program on Windows 8 X64 Release Preview, everything was fine.
 
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Steven
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Re: UT crashing with Windows 8

04 Sep 2012, 14:32

mad,

Just did a new install of Windows 8 RTM x64.

It doesn't crash, but application log contains entries of faults in x64helper.exe (not fatal, the program works fine). Please confirm that
 
mad
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Re: UT crashing with Windows 8

04 Sep 2012, 18:57

Yes, I am confirming it. The tool is working without a problem (I did not use the Install and Trace feature yet on Win8, so cannot comment on that).

The program is working fine by itself, no obvious error or crash.
It just makes error messages in Reliability Monitor, even if I do not start UT.

Thank you for checking it out.

SW info:
Win8 RTM x64 (downloaded from MSDN)
Unistall Tool ver 3.2.1
 
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Steven
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Re: UT crashing with Windows 8

04 Sep 2012, 19:06

mad,

Thank you very much for this report.

We'll do my best to fix this faulting warning. Will keep everybody informed here.
 
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Steven
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Re: x64helper.exe faulty warnings in Windows 8

16 Sep 2012, 13:14

Fixed in 3.2.1 Build 5279.

Thank you!
 
mad
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Re: x64helper.exe faulty warnings in Windows 8

17 Sep 2012, 08:11

Thank you Steven.
I installed the new version now and will check the app behaviour in the next days. If I find anything unusual, I will report back. Take care.
 
mad
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Re: x64helper.exe faulty warnings in Windows 8

17 Sep 2012, 10:27

Hi Steven,
the x64helper.exe seems to be gone :)
But I still got the info, that the main app crashed - again only in Reliability monitor, when normally using utool, no crash or error.

I will post the log from the reliability monitor. I would also post a screenshot, but the forum does not provide that option.

The last log:
Description
Faulting Application Path:   C:\Program Files\Uninstall Tool\UninstallTool.exe

Problem signature
Problem Event Name:   APPCRASH
Application Name:   UninstallTool.exe
Application Version:   3.2.1.5279
Application Timestamp:   5055ceeb
Fault Module Name:   StackHash_5d76
Fault Module Version:   0.0.0.0
Fault Module Timestamp:   00000000
Exception Code:   c0000005
Exception Offset:   PCH_21_FROM_ntdll+0x000000000000315B
OS Version:   6.2.9200.2.0.0.768.101
Locale ID:   1051
Additional Information 1:   5d76
Additional Information 2:   5d76a4d51f695d1f6a63b9510c4be9cd
Additional Information 3:   2730
Additional Information 4:   2730e2d8721a06958c458b765111bcf6

Extra information about the problem
Bucket ID:   42c451968e7fc9d68889cff8718f822a (76596371)


This still might be a Win8 problem, or something else. I will provide more logs or other information, if needed. Thank you.
 
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Steven
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Re: x64helper.exe faulty warnings in Windows 8

17 Sep 2012, 10:54

mad,

It's actually possible to attach files/pictures here. But you can use any image/file hosting. Any file/dump/screenshot can be useful.

1. Is it x64 version of Windows 8?
2. How can I reproduce the issue, i mean what are the steps?

Thanks in advance!
 
mad
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Re: Errors in Windows 8 Reliability manager log

17 Sep 2012, 13:30

"You cannot post attachments in this forum"

So I tried imageshack, hopefully it will work.
http://imageshack.us/g/820/utoolcrashes.jpg/

1. Yes, see screenshots. It is the RTM version.
2. I was not able to reproduce the issue. It is weird, check the dates of the errors... several times in one row, then longer time nothing...
**EDIT**

3. I was checking the crash logs, and the only thing that is changing is the utool version number. See previous log: Application Version: 3.2.1.5279 ... every crash log has another number (e.g. 3.2.0.5272 / 5274 / 5276). So now I am thinking, it is probably a problem with installation, or starting the application from the installer itself.
 
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Steven
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Re: Errors in Windows 8 Reliability manager log

17 Sep 2012, 13:53

mad,

Thank you. Attachments should be available now.

1. What is Windows 8 Edition?

I'm having Windows 8 RTM x64 Enterprise on VMware 9. No crashes :(

2. Can you please send us a crash log for build 5279? There should be multiple files. We do need maximum details, please.

3. The first screen, where did it come from? I'm checking in Computer Management -> Event Viewer -> Application log.

4. Are using official build of Uninstall Tool 5279 without executable modifications? Registered or trial version?

5. The list of installed software (can be done with Uninstall Tool) would be also great.

It's really important to reproduce the issue
 
mad
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Re: Errors in Windows 8 Reliability manager log

17 Sep 2012, 14:49

Hi Steven,

1. As you have seen, I have an Intel CPU, so it is not the RT version, but also not Pro or Enterprise, just the regular Windows 8 version x64.

2. All the logs are exactly same as the one I posted earlier.

3. Control Panel\System and Security\Action Center\Reliability Monitor -> View all problem reports (menu located at the bottom of settings screen)

4. Build downloaded this morning (UTC +01:00) from your site. Registered version, I have bought a license. Utool 5279 without any alteration, just downloaded and installed.

5.
7-Zip 9.22 (x64 edition)    3,36 MB    18.08.2012 09:57   
Adobe Flash Player 11 Plugin    6,00 MB    17.09.2012 10:57   
AIMP3    49,3 MB    25.08.2012 15:46   
Alan Wake    7,84 GB    26.08.2012 23:01   
AMD Catalyst Install Manager    26,3 MB    18.08.2012 09:51   
avast! Free Antivirus    362 MB    21.08.2012 22:43   
CCleaner    9,88 MB    24.08.2012 21:38   
CPUID HWMonitor 1.20    2,39 MB    19.08.2012 00:16   
CrystalDiskInfo 5.0.2    3,63 MB    19.08.2012 00:10   
FastStone Image Viewer 4.6    9,12 MB    18.08.2012 10:27   
FreeFileSync 5.7    23,5 MB    04.09.2012 21:03   
ImgBurn    2,91 MB    18.08.2012 10:27   
Intel(R) Rapid Storage Technology    18,4 MB    02.09.2012 22:23   
Java 7 Update 7    130 MB    30.08.2012 22:15   
Java 7 Update 7 (64-bit)    127 MB    30.08.2012 22:16   
KeePass Password Safe 2.20    6,32 MB    08.09.2012 23:51   
Malwarebytes Anti-Malware version 1.65.0.1400    19,3 MB    11.09.2012 22:05   
Microsoft IntelliType Pro 8.2    29,5 MB    18.08.2012 23:37   
Microsoft Office Professional Plus 2010    567 MB    18.08.2012 22:40   
Microsoft Office Proofing Tools Kit Compilation 2010    567 MB    20.08.2012 00:25   
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.17    9,63 MB    26.08.2012 23:32   
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.4148    10,1 MB    18.08.2012 10:30   
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.30319    13,6 MB    18.08.2012 09:51   
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.30319    11,0 MB    19.08.2012 00:57   
Mozilla Firefox 15.0.1 (x86 en-US)    39,0 MB    17.09.2012 12:44   
Mozilla Maintenance Service    215 KB    17.09.2012 12:44   
MPC BE    25,9 MB    12.09.2012 22:28   
MSI Afterburner 2.2.3    45,9 MB    18.08.2012 23:00   
MSI Kombustor 2.3.0    28,2 MB    18.08.2012 23:04   
MyPhoneExplorer    17,7 MB    18.08.2012 23:10   
NirSoft Volumouse    138 KB    18.08.2012 10:38   
Notepad++    11,7 MB    17.09.2012 14:39   
PDF-Viewer    28,2 MB    18.08.2012 22:57   
PicPick    7,63 MB    19.08.2012 00:24   
Process Lasso    9,86 MB    18.08.2012 11:32   
qBittorrent 3.0.2    19,2 MB    15.09.2012 20:57   
Rainlendar2 (remove only)    24,4 MB    18.08.2012 23:08   
Realtek Ethernet Controller Driver    2,70 MB    02.09.2012 22:26   
Realtek High Definition Audio Driver    32,2 MB    02.09.2012 22:32   
ROCCAT Kova[+] Mouse Driver    13,0 MB    19.08.2012 00:28   
Skype™ 5.10    19,1 MB    18.08.2012 10:27   
Sony Ericsson Update Engine    24,3 MB    19.08.2012 14:59   
Sony PC Companion 2.10.094    19,2 MB    19.08.2012 14:57   
Spybot - Search & Destroy    66,3 MB    18.08.2012 10:28   
Steam    1,59 MB    18.08.2012 10:27   
SumatraPDF    8,19 MB    18.08.2012 10:22   
The Witcher 2: Assassins of Kings Enhanced Edition    18,4 GB    18.08.2012 20:22   
Ultra Defragmenter    1,30 MB    02.09.2012 17:37   
Uninstall Tool    7,91 MB    17.09.2012 16:37   
VLC media player 2.0.3    92,1 MB    18.08.2012 10:28   
Win7codecs    68,4 MB    04.09.2012 21:05   
xplorer² professional 64 bit    4,88 MB    18.08.2012 11:06


6. I have now reproduced the issue several times, and it is getting worse.
I have installed the new 5279 over the existing installation. I was able to start utool from the installer (start app after installation finishes). But then when I close utool and try to start it again, I get an UAC promt, then utool does not start. I cannot start utool afterwards - only if I install it again, then it works only from the installer. Sigh, I will try a PC restart to see if the helps. **Nope, cannot start utool normally.
 
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Steven
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Re: Errors in Windows 8 Reliability manager log

17 Sep 2012, 15:50

It's all very sad. Some more thoughts:

1. When you're trying to start Utool normally, what happens? Just UAC promt and nothing more? Any record in Computer Management -> Event Viewer -> Application log ?

The should be a record, and a number of crash report files, such as memory dump.

2. Did you tried disabling UAC?

3. Did you tried disabling Antivirus/Other security software?

A remote session would blow all questions away. If nothing helps, is that possible to organize it?
Privately, via Skype/TeamViewer.

Thank you.

Update: installing Windows 8 x64 (not Enterprise)

Update. Same thing. A funny moment is that I can't find the Reliability Monitor:
 
mad
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Joined: 03 Sep 2012, 21:34

Re: Errors in Windows 8 Reliability manager log

17 Sep 2012, 17:21

Hi Steven,
thanks for helping me troubleshoot this.

I always find Reliability Monitor this way: 1. go to Search (right corners of the screen), 2. Type: reliab (you do not need to write the full word), 3. select Settings (under Apps, just right under the search field).

But it does not matter so much now, as I have found the culprit, it is Avast!
If I disable Avast realtime shields, I can open utool without a problem. Also no more errors.

Later I will probably file an error report on Avast! forum, or just find myself another free security program.

So if after 26.10.2012 someone files an error report on utool, that he cannot start it, try to check if he/she does not have Avast installed :)

Thanks again for your help.
 
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Steven
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Re: Errors in Windows 8 Reliability manager log

17 Sep 2012, 19:04

It must sound strange, but it's not there (Reliability Monitor). Never mind

Thanks for the info about Avast. You used a free version, right?

PS. And what happens after 26.10.2012 :oops: ?

Update: i installed Avast Free, and everything works fine :%) I'd write to their forum, but the issue doesn't reproduce on my side (at least on a virtual machine)
 
mad
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Re: Errors in Windows 8 Reliability manager log

17 Sep 2012, 23:04

Nevertheless, thanks Steven.

It is really weird that you cannot find the reliability monitor. It has been around at least from Win7, if not from Vista. Maybe it will not activate in WM? Who knows ... posted a screenshot ;)

And I fixed the Avast problem (yes, free version) by myself. I added utool to exclusions under the "Behavioral Shield". No error as of now and utool can be launched normally. I hope it stays that way.

P.S. - Windows 8 comes officially out on that date 8-)
Attachments
reliability.jpg
reliability.jpg (94.7 KiB) Viewed 17800 times
 
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Steven
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Re: Errors in Windows 8 Reliability manager log

18 Sep 2012, 08:35

Just reported a problem to Avast technical support.

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