Crashes in Windows 8

Tried updating today to the latest version 1.29.0.0426. Ran Proclaim, looked good until going On Air. Then the program crashed and reported this error: "Proclaim has stopped working: A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available."

What's wrong?

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Comments

Glenn Gervais (Faithlife)

Can you post the proclaim.log file, it might have more information that would help figure out what the problem is.

http://support.proclaimonline.com/hc/en-us/articles/203763785-How-do-I-submit-log-files-

Thanks

Glenn

Ruel Guerrero

https://community.logos.com/discussion/comment/751607#Comment_751607

2161.Proclaim.log

Ruel Guerrero

https://community.logos.com/discussion/comment/751613#Comment_751613

You will notice I tried a clean install from the website. Tried it again this time using shift-F5 from one of the slides, resulted in the same error.

Glenn Gervais (Faithlife)

https://community.logos.com/discussion/comment/751613#Comment_751613

Ruel-

I'm also curious to see your proclaimcrash.log if you have one (same location).

Secondly, can you delete this database before starting Proclaim (it will be recreated when you start Proclaim)

C:\Users\Ruel\AppData\Local\Proclaim\Data\ef4v4aqb.ip3\LocalApplicationPreferencesManager\PreferencesManager.db

Glenn

Ruel Guerrero

https://community.logos.com/discussion/comment/751620#Comment_751620

7853.ProclaimCrash.txt

Ruel Guerrero

https://community.logos.com/discussion/comment/751622#Comment_751622

I don't have an AppData folder and there is no PreferencesManager.db file that can be found.

Scott Alexander

https://community.logos.com/discussion/comment/751623#Comment_751623

Hello Ruel,

If you try pasting the following path into the location bar in Windows File Explorer you should find the PreferencesManager.db file that Glenn mentioned.

C:\Users\Ruel\AppData\Local\Proclaim\Data\ef4v4aqb.ip3\LocalApplicationPreferencesManager\

My guess is the AppData folder on your system is being hidden by default.

Ruel Guerrero

https://community.logos.com/discussion/comment/751626#Comment_751626

Got it. Thanks.

Ruel Guerrero

https://community.logos.com/discussion/comment/751629#Comment_751629

Any news?

Scott Alexander

https://community.logos.com/discussion/comment/751635#Comment_751635

Did you try deleting the PreferencesManager.db file that Glenn mentioned? If so did that change the behavior?

I'm not seeing anything helpful in the log files you posted or our automatic crash reporting system so I'm really at a loss here.

You could check the Windows Event Viewer to see if there are any useful log statements related to the crash.

Scott Alexander

https://community.logos.com/discussion/comment/751639#Comment_751639

As a last resort workaround you could try falling back to that previous major version

uninstall the current version
Manually delete your local Proclaim data - delete all contents of C:\Users\Ruel\AppData\Local\Proclaim\Data\ef4v4aqb.ip3 Note that all non synced data will be lost when the local data is deleted
install old version of Proclaim http://downloads.logoscdn.com/Proclaim/Installer/1.28.0.0763/ProclaimSetup.exe
ignore the prompt to update when running

Ruel Guerrero

https://community.logos.com/discussion/comment/751626#Comment_751626

Started with no presentations loaded; synced; opened my presentation for tomorrow. Did quite well with the first two slides of the pre-service loop; then it crashed just like before.

Scott Alexander

https://community.logos.com/discussion/comment/751643#Comment_751643

Sorry to hear this. Anything change with your computer lately? OS changes? Different display configuration? You could try falling back to the previous version like I mentioned above but my hunch is it's not an issue with the new app update.

Ruel Guerrero

https://community.logos.com/discussion/comment/751643#Comment_751643

I tried the last resort and it doesn't work either. Crashes on the second slide.

Scott Alexander

https://community.logos.com/discussion/comment/751651#Comment_751651

What's the name of the presentation? I can see if I can reproduce.

Ruel Guerrero

https://community.logos.com/discussion/comment/751646#Comment_751646

No changes except the normal OS updates. I even disabled my anti-virus and firewall for this attempt to fix Proclaim.

Ruel Guerrero

https://community.logos.com/discussion/comment/751652#Comment_751652

"Jesus and the Poor"

Ruel Guerrero

https://community.logos.com/discussion/comment/751639#Comment_751639

Got this from the Event Viewer. Does it show what the problem is?

Log Name: Application
Source: Application Error
Date: 7/25/2015 11:37:31 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: KingdomCome
Description:
Faulting application name: Proclaim.exe, version: 1.28.0.763, time stamp: 0x555f6818
Faulting module name: igdumd64.dll, version: 8.15.10.1872, time stamp: 0x4a848b63
Exception code: 0xc0000005
Fault offset: 0x00000000000a2900
Faulting process id: 0x171c
Faulting application start time: 0x01d0c76d41ce6c55
Faulting application path: C:\Users\Ruel\AppData\Local\Proclaim\System\Proclaim.exe
Faulting module path: C:\Windows\SYSTEM32\igdumd64.dll
Report Id: ca4aa884-3360-11e5-826b-60eb69fc391a
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2015-07-26T06:37:31.000000000Z" />
<EventRecordID>6977</EventRecordID>
<Channel>Application</Channel>
<Computer>KingdomCome</Computer>
<Security />
</System>
<EventData>
<Data>Proclaim.exe</Data>
<Data>1.28.0.763</Data>
<Data>555f6818</Data>
<Data>igdumd64.dll</Data>
<Data>8.15.10.1872</Data>
<Data>4a848b63</Data>
<Data>c0000005</Data>
<Data>00000000000a2900</Data>
<Data>171c</Data>
<Data>01d0c76d41ce6c55</Data>
<Data>C:\Users\Ruel\AppData\Local\Proclaim\System\Proclaim.exe</Data>
<Data>C:\Windows\SYSTEM32\igdumd64.dll</Data>
<Data>ca4aa884-3360-11e5-826b-60eb69fc391a</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

Ruel Guerrero

https://community.logos.com/discussion/comment/751655#Comment_751655

Here's another one at the same time:

Log Name: Application
Source: .NET Runtime
Date: 7/25/2015 11:37:31 PM
Event ID: 1026
Task Category: None
Level: Error
Keywords: Classic
User: N/A
Computer: KingdomCome
Description:
Application: Proclaim.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 00000001800A2900

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name=".NET Runtime" />
<EventID Qualifiers="0">1026</EventID>
<Level>2</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2015-07-26T06:37:31.000000000Z" />
<EventRecordID>6976</EventRecordID>
<Channel>Application</Channel>
<Computer>KingdomCome</Computer>
<Security />
</System>
<EventData>
<Data>Application: Proclaim.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 00000001800A2900
</Data>
</EventData>
</Event>

Scott Alexander

https://community.logos.com/discussion/comment/751656#Comment_751656

I just tested your presentation on my Win8 machine confirming it's not a presentation data issue.

The report from the event viewer points to an Intel video driver

Faulting module name: igdumd64.dll, version: 8.15.10.1872, time stamp: 0x4a848b63

I wonder if Windows Update installed an updated version or patch for this driver? You could try rolling back using Device Manager

Scott Alexander

https://community.logos.com/discussion/comment/751657#Comment_751657

You could also try installing the latest video driver version from the manufacturer site, which may be more up to date than what was rolled into Windows Update.

Ruel Guerrero

https://community.logos.com/discussion/comment/751658#Comment_751658

Thanks Scott. I uninstalled the display driver and reupdated Windows and drivers. It took a while but now everything works fine including the latest version of Proclaim.

Michael Wright

https://community.logos.com/discussion/comment/751656#Comment_751656

Just glancing at these logs it looks like your .net framework is ancient. I think Framework Version: v4.0.30319 was released in 2010 and has been updated many times since then. You should be on 4.5, at least! Run Microsoft update and see if this problem fixes itself.

Scott Alexander

https://community.logos.com/discussion/comment/752419#Comment_752419

Thanks Scott. I uninstalled the display driver and reupdated Windows and drivers. It took a while but now everything works fine including the latest version of Proclaim.

Glad to hear it!