Trial is crashing

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Trial is crashing

Postby jmkeuning » Fri Apr 25, 2008 8:15 am

I've tried a reinstall. Any thoughts on what is causing this?

running XP.

---------------------------
X1.exe - Application Error
---------------------------
The instruction at "0x02794bb4" referenced memory at "0x02893bb8". The memory could not be "read".


Click on OK to terminate the program
---------------------------
OK
---------------------------
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Postby Kenward » Fri Apr 25, 2008 8:24 am

Crashing when? During install? X1 start?
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Postby tjh » Fri Apr 25, 2008 8:30 am

Firstly, as Kenward has suggested, a bit more detail would be a good start.

Potential Things to look at:

1) X1 isn't supported on 64Bit platforms.

2) Disable Windows XP Data Execute Prevention. I've read here on the forums that caused a few people crashes.

3) Disable any Antivirus software you have (only as a test, re-enable it afterwards)

4) Check you have enough disk space for the Index to be built.
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Postby Kenward » Fri Apr 25, 2008 9:52 am

I add one more thought, have you ever installed a beta or trial version of office 2007?

This is famous for screwing up installations of X1, although newer versions have eliminated some of the problems here.

Being on XP, 64 bit probably isn't relevant.
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Postby jmkeuning » Fri Apr 25, 2008 11:13 am

The X1 icon shows in the systray.

When I r-click and select "Run X1" the app opens up, but after it paints the screen and appears to start running, it crashes.

The thing is, it worked fine for about three days.

I cannot disable AV on this machine (work PC).
I can't disable DEP.
I have the disk space.

I got a new message a the crash:

---------------------------
Application Error
---------------------------
Exception EAccessViolation in module X1WebServicesPlugin.dll at 00014BB4.
Access violation at address 028F4BB4 in module 'X1WebServicesPlugin.dll'. Read of address 02A03BD0.
---------------------------
OK
---------------------------
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Postby tjh » Mon Apr 28, 2008 2:27 am

I think you have a DEP problem myself, but my technical knowledge in that area is very limited so I could be totally and utterly wrong.

Does a totally clean install help?

Are you able to contact your SysAdmin and get them to disable DEP for you as a temporary measure and see if it helps?
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Crash in X1WebServicesPlugin.dll

Postby mikeb » Tue May 13, 2008 7:48 am

jmkeuning wrote:The X1 icon shows in the systray.

When I r-click and select "Run X1" the app opens up, but after it paints the screen and appears to start running, it crashes.


I am experiencing the exact same behavior. It appears to start-up and after a few seconds, it crashes.

jmkeuning wrote:---------------------------
Application Error
---------------------------
Exception EAccessViolation in module X1WebServicesPlugin.dll at 00014BB4.
Access violation at address 028F4BB4 in module 'X1WebServicesPlugin.dll'. Read of address 02A03BD0.
---------------------------


My error is identical, however, mine states:
Exception EAccessViolation in module X1WebServicesPlugin.dll at 10014BB4.

The first digit of the address is different.

I was able to temporarily remedy the situation by deleting every .dat file in the index directory, i.e.

C:\Documents and Settings\mikeb\Local Settings\Application Data\X1 Desktop Search\saved searches

I've been clearing this directory every 3 or 4 days (to recover from crashes) and am convinced the crashing is related to file indexing. If I disable file indexing, X1 runs fine. As soon as file indexing is turned on, X1 will start crashing again.

The folks at X1 must have several dozen crash reports and logs from my PC alone - it crashes pretty often. I've tried re-installing, clearing the registry, etc.

I'm going to start experiementing with indexing fewer shared network drives and having a smaller index. The latest crash was indexing the local C: drive (250 gigs) and 3 network share drives (several hundred gigs each). The index size was set to 100 megs.

Regards,

Mike
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Postby tjh » Tue May 13, 2008 8:19 am

A bunch of questions just to try and narrow it down:
  • Are you using Windows DEP?
  • Is the crash always in webservicesplugin.dll?
  • Are you indexing RSS Feeds? If so, can you post here which ones (if they're not private) and I'll add them myself and see if it causes a problem.
  • What happens if you disable the WebServicesPlugin?
  • What version of Internet Explorer do you have installed?
  • What happens if you lower the index size (see below) to 16/32/64M?
  • What version of Windows, Service Pack Level, Any specific firewall software or antivirus software installed?

You state The index size was set to 100 megs.", just want to make sure you're aware this does not limit the size of the Index, but rather limits the maximum size of a file that X1 will index the contents of. Changing Index size won't take effect until you reindex, therefore this might not be something you're willing to try because of the load.

Cheers,
Tim
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Postby Tod » Tue May 13, 2008 10:50 am

Based on where you are getting your crash, I would definitely try first disabling, and then removing the X1WebServicesPlugin to isolate that as the source of the problem. It can be accessed by going to Tools > Options > Plugin Manager. You can uncheck it and try relaunching X1. If you still have problems, highlight it and click Uninstall.
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Postby mikeb » Wed May 14, 2008 1:06 pm

Hi Tim,

Thanks for your help. You asked a bunch of questions - my responses are below.

tjh wrote:[*]Are you using Windows DEP?

DEP is turned on for essential Windows operating system programs and
services and not all programs.

tjh wrote:[*]Is the crash always in webservicesplugin.dll?

Yes

tjh wrote:[*]Are you indexing RSS Feeds? If so, can you post here which ones (if they're not private) and I'll add them myself and see if it causes a problem.

Is there a known problem with X1 crashing on RSS feeds.

tjh wrote:[*]What happens if you disable the WebServicesPlugin?

I'll try that and report back.

tjh wrote:[*]What version of Internet Explorer do you have installed?


Version: 6.0.2900.2180.xpsp_sp2_gdr.020227-2254

tjh wrote:[*]What happens if you lower the index size (see below) to 16/32/64M?


I just set it to 16M and started a re-index. I'll report back tomorrow whether or not it crashed.

tjh wrote:[*]What version of Windows, Service Pack Level, Any specific firewall software or antivirus software installed?[/list]


Windows XP, Service Pack 2, McAfee 8.5.0i, Microsoft Windows Firewall. No additional firewall installed.

Regards,

Mike
Last edited by mikeb on Thu May 15, 2008 7:20 am, edited 1 time in total.
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Postby mikeb » Thu May 15, 2008 7:15 am

mikeb wrote:
tjh wrote:[*]What happens if you disable the WebServicesPlugin?

I'll try that and report back.

tjh wrote:[*]What happens if you lower the index size (see below) to 16/32/64M?


I just set it to 16M and started a re-index. I'll report back tomorrow whether or not it crashed.


Quick update:
I'm changing one variable at a time. Last night, I lowered the index size from 100 megs to 16 megs and started a re-index. I kept webservices plug in enabled. The program crashed again with the same symptoms.

Today, I'm disabling the webservices plugin and will re-index my files and report back tomorrow whether it crashes again.

Mike
Last edited by mikeb on Thu May 15, 2008 8:05 am, edited 1 time in total.
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Postby tjh » Thu May 15, 2008 8:30 am

mikeb wrote:
tjh wrote:[*]Are you indexing RSS Feeds? If so, can you post here which ones (if they're not private) and I'll add them myself and see if it causes a problem.


These are the RSS feeds I'm subscribed to using the Newsgator plugin for Microsoft outlook.


What I meant is, are you indexing RSS Feeds using X1 itself? X1 has the ability to index RSS feeds (since version v6.2 only) and uses (I believe - not being a coder!) the webservicesplugin.dll to do this.

If you're not using the RSS Feed feature of X1, I doubt it's causing the problems.

Tim
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Postby mikeb » Thu May 15, 2008 11:42 am

tjh wrote:What I meant is, are you indexing RSS Feeds using X1 itself?

If you're not using the RSS Feed feature of X1, I doubt it's causing the problems.


Hi Tim,

I am not (and have not used) the RSS feed feature of X1. The web-services plugin had been enabled, however, I never configured any RSS sources to index.

Today, I disabled the web-services plugin.

Mike
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Postby tjh » Thu May 15, 2008 12:12 pm

Fingers crossed that fixes it.

I disabled the WebServices plugin after I first installed v6.2 - I just couldn't think how it'd help me considering I use Google Reader.

I've never had a crash and have a very similar system to you, so here's hoping!
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Postby mikeb » Mon May 19, 2008 6:53 am

tjh wrote:Fingers crossed that fixes it.

I disabled the WebServices plugin after I first installed v6.2 - I just couldn't think how it'd help me considering I use Google Reader.

I've never had a crash and have a very similar system to you, so here's hoping!


Unfortunately, the suggested steps didn't remedy the problem. I disabled the web-services plug-in. The program still crashes and leaves the index in a state whereby subsequent re-starts of X1 result in an immediate crash. The only work-around is to manually delete all the information in the directory below and re-index.

C:\Documents and Settings\name\Local Settings\Application Data\X1 Desktop Search

The difference now is that I don't get a pop-up dialog indicating a program exception in WebServicesPlugIn. I get a dialog asking if it is okay to upload crash data.

The common theme seems to be if file indexing is enabled, the X1 crashes. If file indexing is disabled, the program doesn't crash.

Perhaps I have a file somewhere that is causing issues?

Regards,

Mike
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Postby tjh » Mon May 19, 2008 7:05 am

Well I'm all out of suggestions I'm sorry.

Do you have a paid version? If so, I'd log a fault via that route. I assume not though if you're asking for help here.

Does the crashlog file have anything interesting in it?

Sorry I couldn't help more, it seems that Webservicesplugin is just getting hit by this bug, not causing it.
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Postby mikeb » Tue May 20, 2008 7:21 am

tjh wrote:Well I'm all out of suggestions I'm sorry.


Thanks for all your suggestions. At this point, I'll disable file indexing (which is the only thing that seems to work for me) and probably download and install Copernic or google-desktop for file indexing.

tjh wrote:Do you have a paid version?


I do. I was an early adopter and purchased a perpetual license back in 2003 (or 2004). That license came with 1 year of support, although it has free updates for life. The window for using the standard support mechanisms has expired.

tjh wrote:Does the crashlog file have anything interesting in it?



I guess that's up to the developers to determine. I'm getting a floating point exception. The instruction address is captured in the logs below. It should be a simple task for a developer to determine the exact line of source code given the address - 00409C74. The harder part, however, is determining why there was an exception.


servCrash.log
********************
LogID: 1634827988
Version: 3591 Date: 5/20/2008 10:03:57 AM
X1Service: 00401000
'' is not a valid floating point value
Exception Address: 00409C74
Stack: 00409C6F 0040B7D2 0047EF47 0047EFB8 0047F00D 00560FBA 005611EA 0040BCFB 00561697 00587A6F 004024D4 004024FC 0041904C 00404018
Automatically generated description:

---End description

ServUsage.log
Starting Outlook Scanner
********************
Version: 3591 Date: 5/20/2008 10:03:57 AM
X1Service: 00401000
'' is not a valid floating point value
Exception Address: 00409C74
Stack: 00409C6F 0040B7D2 0047EF47 0047EFB8 0047F00D 00560FBA 005611EA 0040BCFB 00561697 00587A6F 004024D4 004024FC 0041904C 00404018
Automatically generated description:

---End description
-------- Specs --------
Windows XP Professional Service Pack: SP2
Intel P6 (Model 15) 0MHz
88 processes active
Virtual Memory: 1754M Free / 2048M Total
Physical Memory: 2048M Free / 2048M Total
!!! ERROR DUMPING EXCEPTION INFO !!!
!!! ERROR DUMPING EXCEPTION INFO !!!
!!! ERROR DUMPING EXCEPTION INFO !!!
5/20/2008 10:05:44:044 AM - Service is killing itself: no attached ui
5/20/2008 10:05:45:044 AM - Cleaning up singleton X1 object
5/20/2008 10:05:45:044 AM - X1Obj = 0126E4F8
5/20/2008 10:05:45:044 AM - Terminating scanner...
5/20/2008 10:05:45:044 AM - DB access release: 0
5/20/2008 10:05:45:044 AM - Waiting for termination
5/20/2008 10:05:57:046 AM - Terminated scanner thread
5/20/2008 10:05:57:046 AM - Scanner terminated.
5/20/2008 10:05:57:046 AM - Terminating extractor thread...
5/20/2008 10:05:57:046 AM - All threads terminated.
Outstanding item num instances exist
5/20/2008 10:05:57:046 AM - Uninitializing COM
5/20/2008 10:05:57:046 AM - Setting shutdown events

********************

crash.log
LogID: 1634827988
Version: 3591 Date: 5/20/2008 10:03:58 AM
X1UI: 00401000
X1Lib: 1F001000
Cannot open file servCrash.log
Exception Address: 1F097BC9
Stack: 1F097BC4 1F097BDC 1F0AAC05 1F35029C 1F350398 1F257172 1F25692F 1F2558E1 1F255953 1F25561D 1F2C4EAC 006015A2 005D9056 0044194A 00441053 00441251 00605FA6
User Email:
User description:

---End description

tjh wrote:Sorry I couldn't help more, it seems that Webservicesplugin is just getting hit by this bug, not causing it.


I agree. With webservicesplugin disabled, I'm now getting exceptions in a different area.

Regards,

Mike
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Postby Greg Dawes » Tue May 20, 2008 10:45 am

mikeb wrote:I was an early adopter and purchased a perpetual license back in 2003 (or 2004). That license came with 1 year of support, although it has free updates for life.

Just to be clear:

- Sales of X1 include one (1) year of support -- (as mentioned)

- Sales of X1 include one (1) year of product upgrades

- Sales of X1 do not include "free updates for life" -- this is a misconception because to date, X1 has not restricted users ability to upgrade X1 (i.e. download and register the most recent version of X1)

- Sales of X1 include perpetual use of the product; however, that doesn't necessarily mean that you have access to install and use the most recent build of X1. Therefore, we may release a newer build, but if you are not within your current support period, you may not have access to the upgrade. However, you do have perpetual use of a version of X1 (it just may not be the most current build).

- Again, we have not yet begun to restrict users ability to upgrade X1, but may choose to do so in the future
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