X1 Search has stopped working - Close the program

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X1 Search has stopped working - Close the program

Postby shapirojm » Sat Mar 31, 2018 12:44 pm

After installing Ver. 8.6 6003ch, I began receiving a new popup message every time the index updates "X1 Search has stopped working - A program caused the program to stop working correctly. Please close the program" with a button "Close the program." After selecting "close the program," X1 continues to run, displays the message a second time, and after selecting "close the program" again, it continues to index without ever shutting down. The indexes reporting in X1 shows that the indexing processes complete on all files/folders.

I reported this error with X1 diagnostic data via an online submission to X1 support a few days ago, but no reply has been received other than the automatic acknowledgement.

I checked my windows error log, and this error definitely began with installation of the update. To troubleshoot based on previous forum suggestions, I did uninstall X1 (via windows uninstall, not a clean-everything out method) and reinstalled the 32 bit version of the 8.6 because my Outlook 2016 is a 32 bit version. No change in the behavior. Error message in the Windows event log is as follows. All errors are largely the same, except for start times and ReportID's.

I don't see any other posts related to this issue for this release, so perhaps it's just something unique between my machine and the new version of X1. Suggestions appreciated since no reply from X1 support. I previously subscribed to X1 paid support to deal with stuff like this, but stopped because the response times and recommendations for the couple support requests that I submitted over the past few years weren't up to the quality level that I expect for paid support. When I first signed signed up for paid support many years ago, I was happy to pay the fee because it was excellent at the time.

Source: Application Error
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Description:
Faulting application name: X1OutlookService32.exe, version: 8.6.0.8090, time stamp: 0x5a9e011e
Faulting module name: ucrtbase.dll, version: 10.0.16299.125, time stamp: 0x9e3394c7
Exception code: 0xc0000409
Fault offset: 0x000933ab
Faulting process id: 0xcd0
Faulting application start time: 0x01d3c92430a51a74
Faulting application path: C:\Program Files (x86)\X1 Search\Plugins\X1OutlookService32.exe
Faulting module path: C:\WINDOWS\System32\ucrtbase.dll
Report Id: a2397842-4211-49fa-bae7-fa6ae445b372
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
shapirojm
 
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Re: X1 Search has stopped working - Close the program

Postby shapirojm » Wed Apr 04, 2018 6:27 am

Nothing???
shapirojm
 
Posts: 25
Joined: Thu Mar 03, 2011 8:42 am

Re: X1 Search has stopped working - Close the program

Postby cscott » Wed Apr 04, 2018 9:44 am

shapirojim,

Customer support responded to you at 3:00PM PST yesterday, but I'll go ahead and post their reply here in case anyone else is experiencing the same issue:

Hello Jeff,

The ucrtbase.dll is a DLL associated with Outlook. This seems to indicate an issue with your Outlook/Office installation.

I would recommend you re-install your Office product suite as outlined here:

- Complete an Office repair.

To make the Office Repair, go into Control Panel > Add/Remove Programs, right click on Office in the list of apps and select Change. This will open an Office popup window and one of the options will be Repair. You may be offered two repair options, a "quick repair" and an "offline repair". Please select to perform the Offline repair as this is the more thorough repair option. Then click Continue. Follow the remaining instructions and then allow the repair to complete.

Once the repair is finished, restart the machine, launch Outlook first, then launch X1, and let me know if the repair fixed the issue.
Chris Scott
Product Manager
X1
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