SMO2016 refusing to start

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martin-k
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Re: SMO2016 refusing to start

Post by martin-k » Fri Feb 10, 2017 10:06 am

John, a couple of things:

1. It seems you never installed the hotfix that we gave you. You are still running a build from September. The -x parameter only works with the hotfix.

2. Your screenshot shows the message "The number of instances of this process allowed per session as configured has been exceeded". What tool provides this message? Are you running any (corporate-enforced or otherwise) software that limits Windows' capabilities? I think this is the main point for you to research.

3. The two crashes happen in absolutely impossible positions. In one case, accessing a static array fails, in the other, the system was unable to allocate 1020 (!) bytes of memory. I think something is quite wrong with your OS.
Martin Kotulla
SoftMaker Software GmbH

JohnWasilewski
Posts: 376
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Re: SMO2016 refusing to start

Post by JohnWasilewski » Fri Feb 10, 2017 11:12 am

Dear Martin,

Code: Select all

1. It seems you never installed the hotfix that we gave you. You are still running a build from September. The -x parameter only works with the hotfix.
Are you quite sure you sent me a hotfix? I don't recall receiving one, and I've just now searched back through both the forum messages and my email inboxes, and I can't find anything about a hotfix. Are you referring to the 12-12-2016 service pack, build 763? I confess that I had not noticed that this was there - possibly because, without being able to start SMOffice, I haven't been making the usual checks, from the program's help menu, for any update. I'm now downloading this and I'll try it.

Code: Select all

2. Your screenshot shows the message "The number of instances of this process allowed per session as configured has been exceeded". What tool provides this message? Are you running any (corporate-enforced or otherwise) software that limits Windows' capabilities? I think this is the main point for you to research.
I can't immediately say what this was about. What I suspect, though, is the message was system-generated, and it occurred whilst I was repeatedly trying to make SMO run. You'll recall my explaining that, whenever I try to run it, it fails, and in the Ctrl-Alt-Del Task Manager listing, I always find an entry for an instance of TextMaker.exe lying there doing nothing. It might possibly be that I had forgotten, or been unable, to remove one of these, at the time when the message appeared, which you have seen in my screenshots.

Code: Select all

3. The two crashes happen in absolutely impossible positions. In one case, accessing a static array fails, in the other, the system was unable to allocate 1020 (!) bytes of memory. I think something is quite wrong with your OS.
Alas I can't suggest any reasons why this happened. However, I don't think it likely that there's anything wrong with my OS. This is because the laptop just flies through everything I throw at it. Apart from the usual Windows system and corporate software like Office365, Outlook, Sketchup, Adobe, Communico, SharePoint, McAfee, I use a large amount of other other applications software - Chrome, Simply Fortran (http://www.approximatrix.com), Paint.net, Gimp, Firefox, Thunderbird, Foxit Reader, Nexus Dock, AShampoo WinOptimizer, Dassault Systeme DraughtSight X64, ProjectLibre, NotePad++, Process Lasso, and more, and not one of these misbehaves in even the smallest way.


I'll report back as soon as I've tried the December update.
---
John

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Re: SMO2016 refusing to start

Post by sven-l » Fri Feb 10, 2017 12:08 pm

JohnWasilewski wrote:Dear Martin,

Code: Select all

1. It seems you never installed the hotfix that we gave you. You are still running a build from September. The -x parameter only works with the hotfix.
Are you quite sure you sent me a hotfix?
I sent you a PM with the link to the current hotfix.
Sven Leßmann
SoftMaker Software GmbH

JohnWasilewski
Posts: 376
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Re: SMO2016 refusing to start

Post by JohnWasilewski » Fri Feb 10, 2017 12:32 pm

I have installed the December update and (which came with it) a hotfix.

I tried to run TM2016.
It would not start.

Here's the TaskMgr screenshot.
TaskMgr_sreenshot.jpg
I killed it in TaskManager and tried running it with -x -debug.
Here's a log from Process Lasso Pro.
ProLasso log.JPG
I killed Textmaker.exe from TaskManager, adjusted Process Lasso Pro to exclude TextMaker from its Scheduling adjustments, and ran it again with -x -debug.
I'll upload the two log files in a further post (only two attachments allowed each time).
---
John

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Re: SMO2016 refusing to start

Post by JohnWasilewski » Fri Feb 10, 2017 12:39 pm

I forgot to say, TaskManager showed TM.exe's activity occupying a fluctuating percentage of memory, between 8% and 20%.

Here are the log files.
tmcrash.txt
(3.02 KiB) Downloaded 68 times
tmlog.txt
(64.59 KiB) Downloaded 70 times
Don't worry about the exact times of the screenshot files I sent earlier. The sequence was exactly as I reported, but I had accidentally saved a screenshot as a .png, so I opened and re-saved it as .jpg, and this was after the failed run attempt.
---
John

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Re: SMO2016 refusing to start

Post by JohnWasilewski » Mon Feb 13, 2017 3:53 am

Here's an 'App Crash' report from the very useful Nirsoft Utility for TextMaker.exe:

Version=1
EventType=APPCRASH
EventTime=131314274139643602
ReportType=2
Consent=1
UploadTime=131314274157459185
ReportIdentifier=35927741-f196-11e6-82cb-448500775a9b
IntegratorReportIdentifier=35927740-f196-11e6-82cb-448500775a9b
WOW64=1
NsAppName=TextMaker.exe
Response.BucketId=f71a8ee983e74dc582b1488041027fce
Response.BucketTable=1
Response.LegacyBucketId=108738521455
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=TextMaker.exe
Sig[1].Name=Application Version
Sig[1].Value=2016.12.7.763
Sig[2].Name=Application Timestamp
Sig[2].Value=58475fcd
Sig[3].Name=Fault Module Name
Sig[3].Value=ntdll.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=6.3.9600.18233
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=56bb4e1d
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=00041eef
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.3.9600.2.0.0.256.48
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=2057
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=5861
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=5861822e1919d7c014bbb064c64908b2
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=6ee2
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=6ee2432e64e99bdcea5e4be767a3b1a2
UI[2]=C:\Program Files (x86)\SoftMaker Office 2016\TextMaker.exe
UI[3]=TextMaker has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files (x86)\SoftMaker Office 2016\TextMaker.exe
LoadedModule[1]=C:\windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\windows\SYSTEM32\KERNEL32.DLL
LoadedModule[3]=C:\windows\SYSTEM32\KERNELBASE.dll
LoadedModule[4]=C:\windows\SYSTEM32\ADVAPI32.dll
LoadedModule[5]=C:\windows\SYSTEM32\USER32.dll
LoadedModule[6]=C:\windows\SYSTEM32\GDI32.dll
LoadedModule[7]=C:\windows\SYSTEM32\SHELL32.dll
LoadedModule[8]=C:\windows\SYSTEM32\COMDLG32.dll
LoadedModule[9]=C:\windows\SYSTEM32\VERSION.dll
LoadedModule[10]=C:\windows\SYSTEM32\MPR.dll
LoadedModule[11]=C:\windows\SYSTEM32\WINSPOOL.DRV
LoadedModule[12]=C:\windows\SYSTEM32\oledlg.dll
LoadedModule[13]=C:\windows\SYSTEM32\OLEAUT32.dll
LoadedModule[14]=C:\windows\SYSTEM32\IMM32.dll
LoadedModule[15]=C:\windows\SYSTEM32\ole32.dll
LoadedModule[16]=C:\windows\SYSTEM32\MSIMG32.dll
LoadedModule[17]=C:\windows\SYSTEM32\WININET.dll
LoadedModule[18]=C:\windows\SYSTEM32\msvcrt.dll
LoadedModule[19]=C:\windows\SYSTEM32\sechost.dll
LoadedModule[20]=C:\windows\SYSTEM32\RPCRT4.dll
LoadedModule[21]=C:\windows\SYSTEM32\combase.dll
LoadedModule[22]=C:\windows\SYSTEM32\SHLWAPI.dll
LoadedModule[23]=C:\windows\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_5.82.9600.17810_none_7c5b6194aa0716f1\COMCTL32.dll
LoadedModule[24]=C:\windows\SYSTEM32\MSCTF.dll
LoadedModule[25]=C:\windows\SYSTEM32\iertutil.dll
LoadedModule[26]=C:\windows\SYSTEM32\USERENV.dll
LoadedModule[27]=C:\windows\SYSTEM32\SspiCli.dll
LoadedModule[28]=C:\windows\SYSTEM32\profapi.dll
LoadedModule[29]=C:\windows\SYSTEM32\CRYPTBASE.dll
LoadedModule[30]=C:\windows\SYSTEM32\SHCORE.DLL
LoadedModule[31]=C:\windows\SYSTEM32\bcryptPrimitives.dll
LoadedModule[32]=C:\windows\SYSTEM32\kernel.appcore.dll
LoadedModule[33]=C:\windows\system32\uxtheme.dll
LoadedModule[34]=C:\Program Files (x86)\Common Files\microsoft shared\ink\tiptsf.dll
LoadedModule[35]=C:\windows\SYSTEM32\clbcatq.dll
LoadedModule[36]=C:\windows\SYSTEM32\PROPSYS.dll
LoadedModule[37]=C:\windows\SYSTEM32\SETUPAPI.dll
LoadedModule[38]=C:\windows\SYSTEM32\CFGMGR32.dll
LoadedModule[39]=C:\windows\SYSTEM32\sxs.dll
LoadedModule[40]=C:\windows\SYSTEM32\CRYPTSP.dll
LoadedModule[41]=C:\windows\system32\rsaenh.dll
LoadedModule[42]=C:\windows\SYSTEM32\bcrypt.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=TextMaker
AppPath=C:\Program Files (x86)\SoftMaker Office 2016\TextMaker.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=9D9E0E94468A5D762B05660ED25E22A0

----
John

sven-l
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Re: SMO2016 refusing to start

Post by sven-l » Mon Feb 13, 2017 9:34 am

JohnWasilewski wrote:I forgot to say, TaskManager showed TM.exe's activity occupying a fluctuating percentage of memory, between 8% and 20%.

Here are the log files.
tmcrash.txt
tmlog.txt
Don't worry about the exact times of the screenshot files I sent earlier. The sequence was exactly as I reported, but I had accidentally saved a screenshot as a .png, so I opened and re-saved it as .jpg, and this was after the failed run attempt.
---
John
According to your tmlog.txt you haven't installed the hotfix I sent you via PM. Please install it. It contains updates, which are not in the December service pack. Thank you!
Sven Leßmann
SoftMaker Software GmbH

JohnWasilewski
Posts: 376
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Re: SMO2016 refusing to start

Post by JohnWasilewski » Mon Feb 13, 2017 11:02 am

Dear Sven,

After finally finding your Private Messages (my fault), I've installed your, latest, hotfix_8691. With this in place, I have re-tested TM. Again, it didn't run.

Here are (1) the Windows crash log, (pasted below) and (2) and (3) the Softmaker logs (ATTACHed).

Windows crash log
Version=1
EventType=APPCRASH
EventTime=131314524892061579
ReportType=2
Consent=1
UploadTime=131314524901394611
ReportIdentifier=9794a2e2-f1d0-11e6-82cc-448500775a9b
IntegratorReportIdentifier=9794a2e1-f1d0-11e6-82cc-448500775a9b
WOW64=1
NsAppName=TextMaker.exe
Response.BucketId=688ac83b47a4ceefa3c74a36e4628675
Response.BucketTable=1
Response.LegacyBucketId=108739079967
Response.type=4
Response.CabId=107928456771
Sig[0].Name=Application Name
Sig[0].Value=TextMaker.exe
Sig[1].Name=Application Version
Sig[1].Value=2016.2.9.764
Sig[2].Name=Application Timestamp
Sig[2].Value=589bbfcf
Sig[3].Name=Fault Module Name
Sig[3].Value=TextMaker.exe
Sig[4].Name=Fault Module Version
Sig[4].Value=2016.2.9.764
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=589bbfcf
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=005ef5ee
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.3.9600.2.0.0.256.48
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=2057
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=5861
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=5861822e1919d7c014bbb064c64908b2
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=6ee2
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=6ee2432e64e99bdcea5e4be767a3b1a2
UI[2]=C:\Program Files (x86)\SoftMaker Office 2016\TextMaker.exe
UI[3]=TextMaker has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files (x86)\SoftMaker Office 2016\TextMaker.exe
LoadedModule[1]=C:\windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\windows\SYSTEM32\KERNEL32.DLL
LoadedModule[3]=C:\windows\SYSTEM32\KERNELBASE.dll
LoadedModule[4]=C:\windows\SYSTEM32\ADVAPI32.dll
LoadedModule[5]=C:\windows\SYSTEM32\USER32.dll
LoadedModule[6]=C:\windows\SYSTEM32\GDI32.dll
LoadedModule[7]=C:\windows\SYSTEM32\SHELL32.dll
LoadedModule[8]=C:\windows\SYSTEM32\COMDLG32.dll
LoadedModule[9]=C:\windows\SYSTEM32\VERSION.dll
LoadedModule[10]=C:\windows\SYSTEM32\MPR.dll
LoadedModule[11]=C:\windows\SYSTEM32\WINSPOOL.DRV
LoadedModule[12]=C:\windows\SYSTEM32\oledlg.dll
LoadedModule[13]=C:\windows\SYSTEM32\OLEAUT32.dll
LoadedModule[14]=C:\windows\SYSTEM32\IMM32.dll
LoadedModule[15]=C:\windows\SYSTEM32\ole32.dll
LoadedModule[16]=C:\windows\SYSTEM32\MSIMG32.dll
LoadedModule[17]=C:\windows\SYSTEM32\WININET.dll
LoadedModule[18]=C:\windows\SYSTEM32\msvcrt.dll
LoadedModule[19]=C:\windows\SYSTEM32\sechost.dll
LoadedModule[20]=C:\windows\SYSTEM32\RPCRT4.dll
LoadedModule[21]=C:\windows\SYSTEM32\combase.dll
LoadedModule[22]=C:\windows\SYSTEM32\SHLWAPI.dll
LoadedModule[23]=C:\windows\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_5.82.9600.17810_none_7c5b6194aa0716f1\COMCTL32.dll
LoadedModule[24]=C:\windows\SYSTEM32\MSCTF.dll
LoadedModule[25]=C:\windows\SYSTEM32\iertutil.dll
LoadedModule[26]=C:\windows\SYSTEM32\USERENV.dll
LoadedModule[27]=C:\windows\SYSTEM32\SspiCli.dll
LoadedModule[28]=C:\windows\SYSTEM32\profapi.dll
LoadedModule[29]=C:\windows\SYSTEM32\CRYPTBASE.dll
LoadedModule[30]=C:\windows\SYSTEM32\SHCORE.DLL
LoadedModule[31]=C:\windows\SYSTEM32\bcryptPrimitives.dll
LoadedModule[32]=C:\windows\SYSTEM32\kernel.appcore.dll
LoadedModule[33]=C:\windows\system32\uxtheme.dll
LoadedModule[34]=C:\Program Files (x86)\Common Files\microsoft shared\ink\tiptsf.dll
LoadedModule[35]=C:\windows\SYSTEM32\clbcatq.dll
LoadedModule[36]=C:\windows\SYSTEM32\PROPSYS.dll
LoadedModule[37]=C:\windows\SYSTEM32\SETUPAPI.dll
LoadedModule[38]=C:\windows\SYSTEM32\CFGMGR32.dll
LoadedModule[39]=C:\windows\SYSTEM32\sxs.dll
LoadedModule[40]=C:\windows\SYSTEM32\CRYPTSP.dll
LoadedModule[41]=C:\windows\system32\rsaenh.dll
LoadedModule[42]=C:\windows\SYSTEM32\bcrypt.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
File[0].CabName=WERInternalMetadata.xml
File[0].Path=WERFC6A.tmp.WERInternalMetadata.xml
File[0].Flags=851971
File[0].Type=5
File[0].Original.Path=C:\Users\jwasilewski\AppData\Local\Temp\WERFC6A.tmp.WERInternalMetadata.xml
File[1].CabName=triagedump.dmp
File[1].Flags=808255491
File[1].Type=6
File[2].CabName=WERDataCollectionFailure.txt
File[2].Path=WER900.tmp.WERDataCollectionFailure.txt
File[2].Flags=851971
File[2].Type=5
File[2].Original.Path=C:\Users\jwasilewski\AppData\Local\Temp\WER900.tmp.WERDataCollectionFailure.txt
File[3].CabName=Report.cab
File[3].Path=Report.cab
File[3].Flags=196608
File[3].Type=10
File[3].Original.Path=Report.cab
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=TextMaker
AppPath=C:\Program Files (x86)\SoftMaker Office 2016\TextMaker.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=1FB9187116BC38B0F0BF1FC102EAFAC5
tmlog.txt
(64.34 KiB) Downloaded 75 times
tmcrash.txt
(2.21 KiB) Downloaded 79 times
---
Yours sincerely,

John

sven-l
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Re: SMO2016 refusing to start

Post by sven-l » Mon Feb 13, 2017 11:34 am

Thank you! I will inform the developers. Have you started TextMaker with the -x parameter (TextMaker.exe -debug -x)?
Sven Leßmann
SoftMaker Software GmbH

JohnWasilewski
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Re: SMO2016 refusing to start

Post by JohnWasilewski » Mon Feb 13, 2017 5:46 pm

Yes Sven.
---
John

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Re: SMO2016 refusing to start

Post by JohnWasilewski » Tue Feb 14, 2017 12:47 pm

This morning, after trying TextMaker.exe -x -debug, I again could not get TextMaker 2016 to run. As usual, nothing at all appeared on the screen. However, strangely, I was unable to generate a TMCrash.txt file. It would not appear, even when I went into Task Manager and killed off the TextMaker.exe entry in the list. I don't know why there was no TMCrash.log file.

I also tried running, also from a command line, TextMaker.exe -x (without the -debug option). Same result.
What I have been able to obtain, however, is what looks like a very informative report from the utility program, ProcessThreadsView. The only way I can obtain a TMCrash.txt file, is by attempting to run TextMaker by double-clicking its program icon, which I have also now done.

Here are (1) a file containing both the ProcessThreadsView report and a TMCrash report, and (2) the TM log file.
tmcrash(2 reports).txt
(14.56 KiB) Downloaded 72 times
tmlog.txt
(9.58 KiB) Downloaded 61 times
---
John

JohnWasilewski
Posts: 376
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Re: SMO2016 refusing to start

Post by JohnWasilewski » Mon Feb 27, 2017 7:39 pm

Are there no other tests I can do which might help your developers discover why SM2016 refuses to start on my laptop?
I had hoped what I uploaded in my previous posy might prove quite helpful. I'm starting to think it cannot have been.
Are there any other tricks I could try to force it to work?

Has anyone else had any similar problem, and found a remedy?

SM2012 still works normally on this laptop, as do ALL OTHER applications.
I so wish I could get SM2016 working because MSWord's user interface remains unabated as a user disaster, even after nearly a decade of trying to live with the wretched thing.
---
John

sven-l
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Re: SMO2016 refusing to start

Post by sven-l » Wed Mar 01, 2017 11:06 am

The developers are still investigating this issue and I have no answer yet. I will report here as soon as there are any news.
Sven Leßmann
SoftMaker Software GmbH

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Re: SMO2016 refusing to start

Post by sven-l » Mon Mar 06, 2017 9:00 am

John,

You posted some log from your "Process Lasso Pro".

By the looks of it, it seems that it enforces some crude limitations we are not aware of. Could you please try to deactivate "Process Lasso Pro" completely (not just closing the GUI from it, as it might still be running in the background). Thank you!
Sven Leßmann
SoftMaker Software GmbH

JohnWasilewski
Posts: 376
Joined: Sun Jan 13, 2008 1:06 am

Re: SMO2016 refusing to start

Post by JohnWasilewski » Mon Mar 06, 2017 11:30 pm

Dear Sven,

Thank you for looking at this again and making your suggestion.
As you suggested, I have performed this test:

I exited completely from Process Lasso Pro.
I checked in the Task Manager to make sure it was gone.
I then tried running Textmaker.exe -x -debug three times.
Each time, TM appeared in the Task Manager but nothing at all happened on screen.
Each time, I had to kill it from the Task Manager, after several minutes of inactivity.

I've sent an ordinary email with the three sets of TmCrash.txt and TmLog.txt files attached.
I have sent an email because this forum software only allows two attachments.
---
Yours sincerely,
John

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