[resolved] Crash: Memory issue

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This post has 17 Replies | 4 Followers

Posts 15
Brandon B. Carmichael | Forum Activity | Posted: Mon, Dec 8 2014 1:30 PM

I am running Logos 6 (6.0a SR-2, 6.0.1.1328) on a Surface Pro 3 (Intel Core i5-4300u, 8 GB RAM, 256 GB SSD), and the last few times I have rebooted my computer have been greeted with the error:

_______________________________________________

Logos.exe Application Error

The instruction at 0xirrelevent number referenced memory at 0xanotherirreleventnumber. The memory could not be read.

Click on OK to terminate the program.

______________________________________________

I ran a Windows Memory Diagnostic, which "detected no errors." Is this a Logos issue?

Posts 27437
Forum MVP
Dave Hooton | Forum Activity | Replied: Mon, Dec 8 2014 3:05 PM

Yes. In Windows 7 when I Log Off or Restart with Logos 6 running:-

The .NET Runtime error in Event Viewer is:

Application: Logos.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 000007FEDF06662A
Stack:

Dave
===

Windows 11 & Android 8

Posts 15
Brandon B. Carmichael | Forum Activity | Replied: Mon, Dec 8 2014 5:36 PM

Dave,

Good call. Event Viewer gave me the same info:

Application: Logos.exe

Framework Version: v4.0.30319

Description: The process was terminated due to an unhandled exception.

Exception Info: exception code c0000005, exception address 00007FFDAB0D662A

Stack:

Ideas, anyone?

Posts 23
Ian.M | Forum Activity | Replied: Mon, Dec 8 2014 7:16 PM

 I have the same issue.

On my Windows 8.1 Pro machine (which also happens to be a Microsoft Surface Pro 3) with Logos 6.0a SR-2 6.0.1.1328 installed, if I run Logos 6 and then log out of Windows or shut down or reboot Windows, I get a Windows Popup like this:

Logos.exe - Application Error

 

The instruction at 0xcbc1662a referenced memory at 0x00000059.

The memory could not be read.

 

Click on OK to terminate the program.

 

Then, once I log back into Windows, the Windows Application Event Viewer has an error from the same time from the ".NET Runtime" source (event ID is 1026):

 

Application: Logos.exe

Framework Version: v4.0.30319

Description: The process was terminated due to an unhandled exception.

Exception Info: exception code c0000005, exception address 00007FFACBC1662A

Stack:

 

I did some research and found "https://www.logos.com/support/logos6/windows/report-problem" and followed the instructions there to gather the Logos logging.

 

First, I cleared the contents of "C:\Users\Ian\Documents\Logos Log Files" and I executed Logos.exe with the ctrl key held down so that the logs would be generated.  Then I reproduced the problem by logging out of Windows while Logos was running. 

 

I found that the logos.log file in this case doesn't progress past this entry, and the timestamp for the .NET Runtime error in Windows Application Event Viewer occurs right around this time:

 

2014-12-08 19:39:15.2491 1 Info LDLS4.AppModel Disposing UserManager.

2014-12-08 19:39:15.2511 1 Info LDLS4.AppModel Disposing startup model.

2014-12-08 19:39:15.2521 1 Info LDLS4.AppModel Disposing panel linking manager.

2014-12-08 19:39:15.2521 1 Info LDLS4.AppModel Disposing guide library.

2014-12-08 19:39:15.2531 1 Info LDLS4.AppModel Disposing print setup.

2014-12-08 19:39:15.2541 1 Info LDLS4.AppModel Disposing web browser factory

 

Since Logos.log doesn't log any data after this when Windows is logged off, I suspect that this is where the fault lies.

 

So when I open Logos with ctrl key held down and then just close the window some time later, I get these messages which indicate that Logos is able to progress past the previous point of failure and successfully close (this is the scenario which does not produce the error):

 

2014-12-08 19:45:46.0937 1 Info LDLS4.AppModel Disposing UserManager.

2014-12-08 19:45:46.0937 1 Info LDLS4.AppModel Disposing startup model.

2014-12-08 19:45:46.0937 1 Info LDLS4.AppModel Disposing panel linking manager.

2014-12-08 19:45:46.1093 1 Info LDLS4.AppModel Disposing guide library.

2014-12-08 19:45:46.1093 1 Info LDLS4.AppModel Disposing print setup.

2014-12-08 19:45:46.1093 1 Info LDLS4.AppModel Disposing web browser factory.

2014-12-08 19:45:46.1406 1 Info LDLS4.AppModel Disposing sync error reporter.

2014-12-08 19:45:46.1406 1 Info LDLS4.AppModel (202ms) Disposing AppModel.

2014-12-08 19:45:46.1406 1 Info OurApp Revoking COM-visible application.

2014-12-08 19:45:46.1562 1 Info OurApp Disabling native logging and terminating Logos resource driver.

2014-12-08 19:45:46.1562 1 Info OurApp Disposing shut down event.

2014-12-08 19:45:46.1562 1 Info OurApp (Timed) Disposing background dispatcher thread pool.

2014-12-08 19:45:46.1562 1 Info OurApp (3ms) Disposing background dispatcher thread pool.

2014-12-08 19:45:46.1562 1 Info OurApp Exiting.

2014-12-08 19:45:46.1874 1 Info OurApp Terminating application.

 

So, it seems like when Logos is terminated by Windows Log Off of Windows Shut Down that it is not able to progress past the "Disposing web browser factory" operation and complete the "Disposing sync error reporter." operation. 

 

I wonder if the "Disposing sync error reporter." operation is causing .NET Runtime to fault when Windows is rebooted or logged off?

 

I assumed this might be a problem with .NET or just with my installation of Logos, so I ran the

Microsoft .NET Framework 4.5.2 (Web Installer) from "http://www.microsoft.com/en-us/download/details.aspx?id=42643" to repair my .NET installation but the issue persisted.  I also verified I have the latest Windows updates. I rebooted my system.  I also uninstalled Logos and Logos Prerequisites and rebooted Windows and reinstalled Logos and the issue persists.  Logos is the only program which produces this error at Windows Log off or reboot but I don't have other .NET programs installed that I know about.

 

I hope this all makes sense.  I had hoped to have a more complete write up, but I'm running out of time today and the indexer is currently running since I uninstalled and reinstalled Logos.

 

If additional information or the complete log files would be helpful I'll be happy to provide them.

 

Thanks!

 

 

Posts 27437
Forum MVP
Dave Hooton | Forum Activity | Replied: Mon, Dec 8 2014 9:37 PM

Ian.M:
If additional information or the complete log files would be helpful I'll be happy to provide them.

It shouldn't be necessary as the issue is readily reproducible.

Dave
===

Windows 11 & Android 8

Posts 23
Ian.M | Forum Activity | Replied: Tue, Dec 9 2014 9:24 AM

Here is some additional information which I hope may be helpful for Logos to fix the problem:

  • I tested this issue with Logos 6.0a SR-2 6.0.1.1328 on Windows Server 2008 R2 Enterprise x64 and I did not encounter the problem.  The OS was running within VMware ESX 5.5, but after logging off or restarting Windows with Logos running the Windows Application Event Viewer does not contain any .NET Runtime errors. Maybe the issue only exists on Win 8.1 and Windows 7? Probably Windows 8 as well...
  • I tested the issue on a fresh Windows 8.1 Enterprise machine within VMware ESX and I had the same issue after installing Logos 6 for the first time.

Here are some additional screenshots which shows my system, demonstrates the problem, and shows what a working example looks like:

== System Info ===

This is the system I used to reproduce the issue. This a virtual machine within VMware ESX 5.5, but I also have the problem on my Surface Pro 3:

=== Example 1 reproducing the problem: ===

System time around when issue was reproduced:

Logos.exe popup error message at Windows log off:

Windows Event Viewer error message:

Error    12/9/2014 8:36:46 AM    .NET Runtime    1026    None

Application: Logos.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 00007FF8D187662A
Stack:

Logos.log showing that the log doesn't progress past this point when Windows is logged off:

=== Working Example (When Logos.exe window is closed before Windows Log off)

System time:

Logos.log showing this working example:

In this case there's no ".NET Runtime" error in Windows Application Event Logs.

Hope this helps! 

By the way, is this the best way to notify Logos of these sorts of issues? Is it better to call Logos and open a support ticket?

Posts 9159
LogosEmployee

Ian.M:
By the way, is this the best way to notify Logos of these sorts of issues? Is it better to call Logos and open a support ticket?

There's no need to file a support ticket for this issue.

We're currently investigating; for now we recommend shutting down Logos before logging off or rebooting.

Posts 2004
Donnie Hale | Forum Activity | Replied: Tue, Dec 9 2014 12:33 PM

Bradley Grainger (Faithlife):
for now we recommend shutting down Logos before logging off or rebooting

And by "for now" we (should ;) mean, "ever and always." It always amazes me when I find out people don't explicitly shut down each app before rebooting (or logging off). An app has to properly handle a "Windows is going down" event to effect a clean shutdown. I don't trust that behavior. So I manually shut down each app before reboots.

Donnie

Posts 2589
Lee | Forum Activity | Replied: Tue, Dec 9 2014 12:59 PM

Donnie Hale:

And by "for now" we (should ;) mean, "ever and always." It always amazes me when I find out people don't explicitly shut down each app before rebooting (or logging off). An app has to properly handle a "Windows is going down" event to effect a clean shutdown. I don't trust that behavior. So I manually shut down each app before reboots.

Donnie

It's not a question of trust. Programs need to respond correctly to OS shutdown requests, even if the answer is "no" or "hold on".

It's Patch Tuesday!

Posts 23
Ian.M | Forum Activity | Replied: Tue, Dec 9 2014 1:01 PM

Thanks Bradley! I'm glad to know Faithlife is aware and working on a fix! Thanks for all your great work! :-)

Posts 23
Ian.M | Forum Activity | Replied: Wed, Jan 14 2015 10:12 AM

Update: I upgraded to 6.0b recently and the issue still occurs.  Does anyone know if this is resolved in one of the RC releases?

Posts 34384
Forum MVP
MJ. Smith | Forum Activity | Replied: Wed, Jan 14 2015 6:05 PM

The last RC version is the version that went gold as 6.0b

Orthodox Bishop Hilarion Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."

Posts 9159
LogosEmployee

Ian.M:

Update: I upgraded to 6.0b recently and the issue still occurs.  Does anyone know if this is resolved in one of the RC releases?

This is not fixed in 6.0b.

We still recommend closing Logos before shutting down Windows.

Posts 623
JAL | Forum Activity | Replied: Wed, Jan 14 2015 8:29 PM

Donnie Hale:

Bradley Grainger (Faithlife):
for now we recommend shutting down Logos before logging off or rebooting

And by "for now" we (should ;) mean, "ever and always." It always amazes me when I find out people don't explicitly shut down each app before rebooting (or logging off). An app has to properly handle a "Windows is going down" event to effect a clean shutdown. I don't trust that behavior. So I manually shut down each app before reboots.

Donnie

Good advice Donnie.

"The Christian mind is the prerequisite of Christian thinking. And Christian thinking is the prerequisite of Christian action." - Harry Blamires, 1963

Posts 23
Ian.M | Forum Activity | Replied: Mon, Jan 26 2015 10:08 AM

Bradley Grainger (Faithlife):

This is not fixed in 6.0b.

We still recommend closing Logos before shutting down Windows.

This problem isn't a bit issue for me, but just thought I'd mention that it still occurs in 6.0b SR-1.  Again, not a big deal, just FYI :)

Posts 2589
Lee | Forum Activity | Replied: Mon, Feb 23 2015 11:54 AM

I still see this behaviour in version 6.1

Posts 9159
LogosEmployee

This is not fixed in 6.1.

We still recommend closing Logos before shutting down Windows.

Posts 23
Ian.M | Forum Activity | Replied: Mon, Apr 6 2015 3:32 PM

I'm happy to report that since I upgraded to build 6.2.0.0027 today that the issue has not occurred after a handful of tests.Thanks all!

Of the fixes listed on https://wiki.logos.com/Logos_6.2, I suspect the line which relates to this issue is "Fixed numerous crashes in various areas in the application that had been reported by our automatic crash logging. Such as crashes preventing proper shutdown due to corrupt search index files."

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