Topic: MC18 crashes (Read 4865 times)

daveman · « **on:** March 18, 2013, 06:54:13 am »

Hi There,

I upgraded to .149 and since then MC18 has been simply shutting down intermittently. There is no rhyme or reason for it. I have logs but not sure where to post them.

I do not use theatre mode, rather I use it to stream video media to my WDTV hubs around my home.

Only change to computer (that I know of) over last week has been upgrading my antivirus software (Avast) to newest version.

advice?

JimH · « **Reply #1 on:** March 18, 2013, 10:11:54 am »

Try uninstalling Avast.

kstuart · « **Reply #2 on:** March 18, 2013, 11:03:26 am »

If that doesn't work, try changing the MC18 internal browser from Chrome to IE.

daveman · « **Reply #3 on:** March 18, 2013, 11:05:31 am »

Where would I find that setting?

pmcgarr · « **Reply #4 on:** March 18, 2013, 06:24:34 pm »

You're not alone, though I have nothing to offer...in same boat. I had changed to chromium from IE so I will make that change and report back in a day or so.

Good luck.

glynor · « **Reply #5 on:** March 18, 2013, 07:33:41 pm »

Quote from: daveman on March 18, 2013, 11:05:31 am

Where would I find that setting?

Tools > Options > Tree & View > Web Browser > Engine.

IE should be the default, though. I believe.

I've had no recent stability problems, for the record (though that isn't particularly helpful). It could well be the overactive anti-virus application. Just to explain a bit, Jim wants you to uninstall it not because that is a solution, but because that will give us a strong indication one way or the other if it is related or not. If you uninstall your AV program, reboot, and MC is still acting up, then we've pretty much eliminated Avast as the cause. But, if you do that, and it "fixes" it, then you know it is some problem with Avast, and you can work through it to make sure MC (and all its associated processes and executables) is "excluded" or "trusted" or whatever they call it, to try to work around the problem.

I have to do the same with Microsoft Security Essentials. MC doesn't crash, but performs poorly if MSSE is able to scan the running processes and Library directories (which makes sense because AV software essentially "messes with" all disk access, adding latency).

daveman · « **Reply #6 on:** March 19, 2013, 09:11:37 pm »

Turned off the antivirus and still crashing.

I have logs. Where should I send them??

Maybe in the logging option under help, you should add the email address where they should be sent once you click on report a problem

Dave

JimH · « **Reply #7 on:** March 20, 2013, 06:13:47 am »

What version of MC are you using? 18.0.153 is at the top of this board.

If it is the virus program, disabling it may not be enough. Uninstall to test.

daveman · « **Reply #8 on:** March 20, 2013, 06:59:50 am »

I am using the most recent version .153

I emailed 2 sets of logs to the logs at jriver.com email address.

I looked at the logs (which I do not understand) and realized that I had auto-import turned on... I turned it off to see if that makes a difference.

Dave

Matt · « **Reply #9 on:** March 20, 2013, 09:05:48 am »

Thanks for the log.

It crashes in a Media Network thread, inside a system library netprofm.dll, when that library creates some COM control.

I've never seen a crash like this. It would be worth trying without Avast installed, since virus programs hook the networking layer and cause an array of weird problems.

You could disable Media Network in Options > Media Network for a few days to confirm this is the issue.

daveman · « **Reply #10 on:** March 20, 2013, 09:23:04 am »

I will uninstall avast and see what happens

dave

daveman · « **Reply #11 on:** April 13, 2013, 06:30:41 pm »

Hi there,

I wrote about an issue in the past. I finally had a chance to uninstall my antivirus from the machine and just had another crash.

I also reset the logs so everything would be clean

I emailed a copy of the log to the logs address. I also rest the log so that if there is another crash I can forward them to you.

Please investigate as the crashing is affecting my ability to use your amazing pgm.

dave

Dokter123 · « **Reply #12 on:** April 13, 2013, 08:45:04 pm »

When I access a library sitting on a local hard drive Media Center is rock solid. As soon as I access my NAS - which is obviously where I'm going to keep 5 terrabytes of music - the program becomes functionally useless. The best I can hope for is to allow the server to load with windows and then use another program to grab the music from the server module.

I'm so tired of this I'm almost ready to give up. I have uninstalled Avast. I'll check to see what browser is being pointed at. But I would beg the folks that be to *please* fix this. I've uninstalled (fully) Media Center and then reinstalled so many times that I was threatened with a loss of any further license downloads. Not a word of a lie - 12-20 crashes daily.

Dok

Jack Fate 318 · « **Reply #13 on:** April 13, 2013, 10:31:23 pm »

Sorry but got similar problems

Although mine are on my c drive not external drives ?

& I paid for pro help too

Seems I need to scrap 6 mo d CPU and try again . Folded key board yesterday . Sorry I' m a tradesman when a tool causes too much loss it gets replaced. To bad Milwaukee doesn't make CPU 's keyboards & software

JimH · « **Reply #14 on:** April 14, 2013, 07:34:39 am »

Please report the full version you're using when you post. Always try the latest build from the top of the MC18 board first.

JimH · « **Reply #15 on:** April 14, 2013, 07:38:45 am »

Quote from: Dokter123 on April 13, 2013, 08:45:04 pm

When I access a library sitting on a local hard drive Media Center is rock solid. As soon as I access my NAS - which is obviously where I'm going to keep 5 terrabytes of music - the program becomes functionally useless.

That is probably not an MC problem. A virus checker checking every media file every time it opens could cause it. A NAS bug could also cause it. Try updating the firmware for the NAS drive. Uninstall the virus checker.

daveman · « **Reply #16 on:** April 14, 2013, 08:05:33 am »

Hi Jim,

I have now sent three sets of logs to the logs email address.
am using the most current version (18.0.166)

I have removed all virus pgms so my computer is running virus checker free (which I hate doing but am doing as part of your recommended tests)

dlna is ON (otherwise I have no need for MC18 as that is why I use it).

I have a server where most of my media is located as well as a directory on the computer on which MC is installed (for new media prior to me moving it to the server)

As a further test, I have now backed up the library, cleared it, and removed the server from the library given comments that a NAS/server may be related to the errors...

advice??

JimH · « **Reply #17 on:** April 14, 2013, 08:12:42 am »

Please try the "Weird Problems" thread in my signature.

I'm not sure what you mean by "server".

daveman · « **Reply #18 on:** April 14, 2013, 08:18:06 am »

Server = a second computer that stores all my media.

I have reviewed the weird problems pages and it was not helpful.

Has anyone looked at the logs I sent?

tgundo2003 · « **Reply #19 on:** April 14, 2013, 08:25:51 am »

I cannot add a lot of details on this right now- but I thought I might mention it.

On my MC machine at work I have had random crashing issues ever since the upgrade from 17 to 18. I rarely had to restart 17, it went for weeks on end without any attention, 18 seems to crash every 2-4 days. Nothing else changed on that machine since the upgrade, there is no antivirus installed as its a dedicated MC Server for our showroom and no one uses it (or has access to it) for any other reason. No other software was installed, no windows updates were done (Win7 64 Home Premium). We do have quite a few AV devices on the network that show up in the device list, not sure if there is a limit on that or not, but again 17 never had an issue. IE is the default browser.

I think it's still on .158, I will have to upgrade it to .166 on Monday, but I thought I would mention it. I have not had a ton of time the last few weeks to look closer at it, but it crashed again yesterday when a salesman was trying to demo a system so I really need to figure it out.

daveman · « **Reply #20 on:** April 14, 2013, 08:47:55 am »

Exactly. Version 17 never had any issues. Neither did version 18 until about 5 upgrade cycles ago (18.0.153).

dave

JimH · « **Reply #21 on:** April 14, 2013, 09:10:38 am »

Try turning off Media Network, just to test.

JimH · « **Reply #22 on:** April 14, 2013, 09:11:49 am »

Quote from: daveman on April 14, 2013, 08:18:06 am

Server = a second computer that stores all my media.

That could be a file server, a Library Server, a DLNA server, etc. Please provide more details.

daveman · « **Reply #23 on:** April 14, 2013, 09:24:15 am »

I have turned off MC18 media server.

my server is a computer that stores the media while the actual library is stored on the same computer that has MC18. So I assume that the server acts as a file server only.

That is, only media is stored on the server. (the second computer - a windows 7 machine with 12 tb raid 5) that I access via remote desktop and which is connected via CAT 6 cable. My entire home is hard wired, including the WDTV Live hub units to which I stream media.

Hope this provides enough info.

Please have someone review the three sets of logs that I sent since removing Avast antivirus from my computer.

In the past (see previous responses), when I sent in my log, I got the following response from Matt

"Thanks for the log. It crashes in a Media Network thread, inside a system library netprofm.dll, when that library creates some COM control. I've never seen a crash like this. "

InflatableMouse · « **Reply #24 on:** April 14, 2013, 09:55:27 am »

Can you check Windows Update whether you have all the latest updates?

Netprofm.dll is a Windows OS DLL and it could be it contains a bug that is fixed in some update you're missing.

daveman · « **Reply #25 on:** April 14, 2013, 10:03:37 am »

Yes.. I have all the latest updates.

I also unistalled, reboooted, and then reinstalled MC version 18.0.166

Dave

InflatableMouse · « **Reply #26 on:** April 14, 2013, 12:27:04 pm »

What about video, network, chipset drivers?

I'm afraid at this point its anyone's guess as to what the problem could be.

You could open your list of installed software and google for any problems for each of them related to that DLL.

daveman · « **Reply #27 on:** April 14, 2013, 01:23:09 pm »

Why would everything work fine and then stop working once i upgraded to a different version of MC. Sometime the simplest solution is the one that makes the most sense.... nothing was changed on my system except for MC18...

has anyone looked at the 3 sets of logs that I sent? Until someone actually looks at them, blaming "video, network, chipset drivers" is in my opinion a way to simply pass on the blame.

I noted the issue with netprofm.dll as the explanation that was provided to me prior to removing the antivirus software. I have no idea if this is still the issue as i do not understand logs. There is no point to start searching google if this is not the issue showing up in the logs.

Of note, all my drivers are current.

dave

JimH · « **Reply #28 on:** April 14, 2013, 01:35:53 pm »

A current driver can also be a bad driver.

Roll back to a version that worked for you.

If it is a bug, it will be fixed. But Matt's comment above indicates that it may not be an MC bug

daveman · « **Reply #29 on:** April 14, 2013, 01:43:54 pm »

Has anyone looked at the logs to ensure that the issue Matt brought up several weeks ago is still the issue?

please let me know prior to having to roll back a system (which I am not keen to do).

that is all I am asking at this point so that I can then investigate further.

Also, no drivers have been updated prior to this crashing issue coming up.

I also ran the following command to check windows system files

sfc /scannow
Beginning system scan.  This process will take some time.
Beginning verification phase of system scan.
Verification 100% complete.
Windows Resource Protection did not find any integrity violations.

Thanks.... I am not trying to be a pain.. I am just trying to find out what is the issue.

Dave

daveman · « **Reply #30 on:** April 14, 2013, 02:08:44 pm »

some more information from windows Action Center

I have had 53 crashes in the software since Feb 24 when the problems began (please note I was away for 2 weeks during which time the computer was shut down)

Description
Faulting Application Path:   C:\Program Files (x86)\J River\Media Center 18\Media Center 18.exe

Problem signature
Problem Event Name:   APPCRASH
Application Name:   Media Center 18.exe
Application Version:   18.0.166.0
Application Timestamp:   51648989
Fault Module Name:   ole32.dll
Fault Module Version:   6.1.7601.17514
Fault Module Timestamp:   4ce7b96f
Exception Code:   c0000094
Exception Offset:   00048551
OS Version:   6.1.7601.2.1.0.256.1
Locale ID:   4105
Additional Information 1:   a7aa
Additional Information 2:   a7aa91f17ea749d42a4de3b390fa5b3d
Additional Information 3:   a7aa
Additional Information 4:   a7aa91f17ea749d42a4de3b390fa5b3d

Extra information about the problem
Bucket ID:   3521922956

JimH · « **Reply #31 on:** April 14, 2013, 02:42:38 pm »

Nobody doubts that you're having crashes. But I don't know what is causing them, and there are a lot of possibilities.

Keep installing older builds until you have one that works for you, as you reported you did have.

JimH · « **Reply #32 on:** April 14, 2013, 02:50:21 pm »

Quote from: daveman on March 18, 2013, 06:54:13 am

I upgraded to .149 and since then MC18 has been simply shutting down intermittently. There is no rhyme or reason for it. I have logs but not sure where to post them.

I do not use theatre mode, rather I use it to stream video media to my WDTV hubs around my home.

Only change to computer (that I know of) over last week has been upgrading my antivirus software (Avast) to newest version.

I just re-read this, and there are two interesting possibilities.

The installation of the virus software could have caused a problem. I saw that you uninstalled it, but that might still have left a problem.

And WD updated their firmware about that time. It caused some problems for other users. You could try a search for that.

Simplify your testing to eliminate as many possibilities as you can. Don't use the WD devices for a while, for example.

JimH · « **Reply #33 on:** April 14, 2013, 02:57:55 pm »

Here's one of the WD threads. Start reading here:
http://yabb.jriver.com/interact/index.php?topic=73744.msg540574#msg540574

daveman · « **Reply #34 on:** April 14, 2013, 04:02:57 pm »

I have disabled the media network and will see what will happen.

I have disabled one of my network connections (which was not in use but enabled).

From Where can I get older versions of MC18 so that i can go to an earlier version? I will try going back to an earlier version if there is another crash.

Dave

daveman · « **Reply #35 on:** April 16, 2013, 07:12:44 pm »

Since
installing the new beta (fingers crossed)... no crashes.

tgundo2003 · « **Reply #36 on:** April 22, 2013, 12:07:51 pm »

Quote from: tgundo2003 on April 14, 2013, 08:25:51 am

I cannot add a lot of details on this right now- but I thought I might mention it.

On my MC machine at work I have had random crashing issues ever since the upgrade from 17 to 18. I rarely had to restart 17, it went for weeks on end without any attention, 18 seems to crash every 2-4 days. Nothing else changed on that machine since the upgrade, there is no antivirus installed as its a dedicated MC Server for our showroom and no one uses it (or has access to it) for any other reason. No other software was installed, no windows updates were done (Win7 64 Home Premium). We do have quite a few AV devices on the network that show up in the device list, not sure if there is a limit on that or not, but again 17 never had an issue. IE is the default browser.

I think it's still on .158, I will have to upgrade it to .166 on Monday, but I thought I would mention it. I have not had a ton of time the last few weeks to look closer at it, but it crashed again yesterday when a salesman was trying to demo a system so I really need to figure it out.

Since I posted this I have updated to the latest build .171. It crashed Saturday morning. I re-started and enabled logs saturday afternoon, it just crashed again a few minutes ago.

Problem signature:
Problem Event Name:   APPCRASH
Application Name:   Media Center 18.exe
Application Version:   18.0.171.0
Application Timestamp:   5171c263
Fault Module Name:   Media Center 18.exe
Fault Module Version:   18.0.171.0
Fault Module Timestamp:   5171c263
Exception Code:   c0000005
Exception Offset:   0013ce25
OS Version:   6.1.7601.2.1.0.256.48
Locale ID:   1033
Additional Information 1:   0a9e
Additional Information 2:   0a9e372d3b4ad19135b953a78882e789
Additional Information 3:   0a9e
Additional Information 4:   0a9e372d3b4ad19135b953a78882e789

I will be emailing the log capture shortly.

daveman · « **Reply #37 on:** April 22, 2013, 01:32:18 pm »

I continue to have crashing problems. It is very annoying and I remain unsure as to what is causing the problem.

It is too the point that I am considering reformatting my hard drive and reinstalling windows 7 to start fresh..
dave

Matt · « **Reply #38 on:** April 22, 2013, 01:35:23 pm »

Quote from: tgundo2003 on April 22, 2013, 12:07:51 pm

Since I posted this I have updated to the latest build .171. It crashed Saturday morning. I re-started and enabled logs saturday afternoon, it just crashed again a few minutes ago.

Problem signature:
Problem Event Name:   APPCRASH
Application Name:   Media Center 18.exe
Application Version:   18.0.171.0
Application Timestamp:   5171c263
Fault Module Name:   Media Center 18.exe
Fault Module Version:   18.0.171.0
Fault Module Timestamp:   5171c263
Exception Code:   c0000005
Exception Offset:   0013ce25
OS Version:   6.1.7601.2.1.0.256.48
Locale ID:   1033
Additional Information 1:   0a9e
Additional Information 2:   0a9e372d3b4ad19135b953a78882e789
Additional Information 3:   0a9e
Additional Information 4:   0a9e372d3b4ad19135b953a78882e789

I will be emailing the log capture shortly.

Thanks for the log. Fixed next build:
Fixed: If a DLNA device requested metadata for a file that's no longer in the library (or never was in the library), it could crash.

(p.s. in the future, it would be best to start a new thread if you have a problem since I believe this is unrelated to daveman's problem)

Matt · « **Reply #39 on:** April 22, 2013, 01:36:33 pm »

Quote from: daveman on April 22, 2013, 01:32:18 pm

I continue to have crashing problems. It is very annoying and I remain unsure as to what is causing the problem.

It is too the point that I am considering reformatting my hard drive and reinstalling windows 7 to start fresh..
dave

Is it always in ole32.dll?

Is it happening even with Media Network off (you mentioned disabling it above)?

daveman · « **Reply #40 on:** April 22, 2013, 01:46:34 pm »

it is always with media server turned on.

I have no idea about ole32.dll.

I am sending updated logs to see if there is anything new that can be discovered.

anti virus being uninstalled did not result in any improvements (I had it uninstalled for several days).

dave

Matt · « **Reply #41 on:** April 22, 2013, 01:53:27 pm »

That crash dump had a call stack two deep on the crashing thread:
ole32.dll!75698665()
mdnsNSP.dll!6ef8c000()

In other words, some call inside the Apple Bonjour Namespace Provider causes a crash in the core COM library on the system.

I suppose Bonjour runs whenever networking code is being used if it's installed.

I haven't seen this before, but it would be worth uninstalling Bonjour (might just be bundled with iTunes) and see what difference it makes. This link might help.

I'm sorry this is such a hassle. You're having a problem that seems to be machine specific. These are the most frustrating types of problems.

Beamer · « **Reply #42 on:** April 22, 2013, 03:55:26 pm »

Matt

I am now experiencing crashes with 171.
I have reported them on the 171 thread.
Are you inferring that you would prefer to have specific threads started for reporting crashes?

I have logs captured for both instances.

tgundo2003 · « **Reply #43 on:** April 22, 2013, 04:03:04 pm »

Quote from: Matt on April 22, 2013, 01:35:23 pm

Thanks for the log. Fixed next build:
Fixed: If a DLNA device requested metadata for a file that's no longer in the library (or never was in the library), it could crash.

(p.s. in the future, it would be best to start a new thread if you have a problem since I believe this is unrelated to daveman's problem)

Thanks for the quick follow up. In the future I will start new threads if there is an unrelated issue.

Yea- lot's of DLNA devices on the network here...

Tom

Jack Fate 318 · « **Reply #44 on:** April 22, 2013, 06:41:53 pm »

Quote from: daveman on April 22, 2013, 01:32:18 pm

I continue to have crashing problems. It is very annoying and I remain unsure as to what is causing the problem.

It is too the point that I am considering reformatting my hard drive and reinstalling windows 7 to start fresh..
dave

I did this at few weeks back , sorry to say I gained nothing

I'm use to now just restart & continue on

Cheers , just life in the computer world

Hopefully they get a fix sometime soon

I know their trying

Matt · « **Reply #45 on:** April 22, 2013, 06:56:35 pm »

Quote from: Beamer on April 22, 2013, 03:55:26 pm

Matt

I am now experiencing crashes with 171.
I have reported them on the 171 thread.
Are you inferring that you would prefer to have specific threads started for reporting crashes?

I have logs captured for both instances.

If you have a simple problem (ie. easy to reproduce for anyone), post it in the build thread.

If you have a complex problem, please start a new thread and provide details.

daveman · « **Reply #46 on:** April 25, 2013, 07:05:35 am »

So....

I reinstalled JRiver on a new hard drive after reinstalling win7 (64 bit) and all the other primary software that I use...

so far no crashed in the last 24 hours.

I will wait one more day and then install antivirus software.

Hopefully it will work with no issues. (I expect it to work, wish I knew what was conflicting with the program in the first place).

I still have the old hard drive if there is any info you would like that could be of help.

Dave

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Author Topic: MC18 crashes (Read 4865 times)