Program keeps crashing

[Atpugkp]

After installing the software (DxOOptics), it does not run but gives the following event info. I have no idea what to do next, could someone suggest what to do next.

EventType=APPCRASH
ReportIdentifier=7b0aaf8b-727c-11e3-9d83-002713736eba
IntegratorReportIdentifier=7b0aaf8a-727c-11e3-9d83-002713736eba
WOW64=1
Response.BucketId=3868362239
Response.BucketTable=1
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=DxOOpticsPro.exe
Sig[1].Name=Application Version
Sig[1].Value=6.6.0.0
Sig[2].Name=Application Timestamp
Sig[2].Value=4df9cca5
Sig[3].Name=Fault Module Name
Sig[3].Value=KERNELBASE.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=6.1.7601.18229
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=51fb1116
Sig[6].Name=Exception Code
Sig[6].Value=e0434352
Sig[7].Name=Exception Offset
Sig[7].Value=0000c41f
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.1.7601.2.1.0.256.48
DynamicSig[25].Value=0a9e372d3b4ad19135b953a78882e789
UI[2]=C:\Program Files (x86)\DxO Labs\DxO Optics Pro v6\DxOOpticsPro.exe
UI[3]=DxO Optics Pro has stopped working
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=DxO Optics Pro
AppPath=C:\Program Files (x86)\DxO Labs\DxO Optics Pro v6\DxOOpticsPro.exe

 

[UsernameIssues]

Welcome to the Seven Forums.

I was able to download DxOOptics from here:
http://www.dxo.com/intl/photography/dxo-optics-pro/dxo-optics-pro-win-confirmation-en

It installed onto W7 pro 64bit without issue. It also opened without issue.

Does your computer have all of the latest patches applied?

Please tell us the results of this scan:
http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

What anti-virus app are you using?

 

[Atpugkp]

Thanks in advance for helping me out.
The DxOOptics installation file is ok as it would install fine in another computer.
I have a duel boot system (W7 Pro with W8.1) and am installing the software in W7 partition. All windows updates are installed.
Ran sfc /scannow (admin account) several times and keep having results that says some files need to be updated but could not be updated. Have a scan result in long CBS.log file. Don't know what to do next in a duel boot system.
I use MS Security Essential anti-virus.

 

[UsernameIssues]

Please follow these steps:
http://www.sevenforums.com/windows-...4840-windows-update-posting-instructions.html

You might not need the System Update Readiness Tool, but it won't hurt to run it. It might appear to freeze and it might take hours... just let it work.

 

[Atpugkp]

I ran the SUR Tool and then sfc /scannow.

Got the following:

Checking System Update Readiness.
Binary Version 6.1.7601.22471
Package Version 22.0
2014-01-01 10:27
Checking Windows Servicing Packages
Checking Package Manifests and Catalogs
Checking Package Watchlist
Checking Component Watchlist
Checking Packages
Checking Component Store
(f) CSI Manifest Failed Catalog Check 0x00000000 winsxs\Manifests\x86_microsoft.vc90.crt_1fc8b3b9a1e18e3b_9.0.21022.8_none_bcb86ed6ac711f91.manifest x86_microsoft.vc90.crt_1fc8b3b9a1e18e3b_9.0.21022.8_none_bcb86ed6ac711f91
Summary:
Seconds executed: 464
Found 1 errors
CSI Manifest Failed Catalog Check Total count: 1
Unavailable repair files:
winsxs\manifests\x86_microsoft.vc90.crt_1fc8b3b9a1e18e3b_9.0.21022.8_none_bcb86ed6ac711f91.manifest


Have attached the CBS.zip from sfc scan.

 

[UsernameIssues]

Thanks for the zipped file. I've asked another forum member to stop by and take a look.

 

[NoelDP]

In addition to the CheckSUR problem, there's one error (or two, depending on how you count it) in the SFC scan...

Info                  CSI    00000317 [SR] Repairing 1 components
 Line 8598: 2014-01-01 11:02:35, Info                  CSI    00000318 [SR] Beginning Verify and Repair transaction
 Line 8601: 2014-01-01 11:02:35, Info                  CSI    0000031a [SR] Cannot repair member file [l:36{18}]"Amd64\CNB7UMCA.ICM" of prnca00g.inf, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type = [l:24{12}]"driverUpdate", TypeName neutral, PublicKey neutral in the store, hash mismatch
 Line 8604: 2014-01-01 11:02:35, Info                  CSI    0000031c [SR] Cannot repair member file [l:36{18}]"Amd64\CNB7UMAA.ICM" of prnca00g.inf, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type = [l:24{12}]"driverUpdate", TypeName neutral, PublicKey neutral in the store, hash mismatch
 Line 8607: 2014-01-01 11:02:35, Info                  CSI    0000031e [SR] Cannot repair member file [l:36{18}]"Amd64\CNB7UMCA.ICM" of prnca00g.inf, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type = [l:24{12}]"driverUpdate", TypeName neutral, PublicKey neutral in the store, hash mismatch
 Line 8608: 2014-01-01 11:02:35, Info                  CSI    0000031f [SR] This component was referenced by [l:186{93}]"Microsoft-Windows-Printer-Drivers-Package~31bf3856ad364e35~amd64~~6.1.7601.17514.INF_prnca00g"
 Line 8611: 2014-01-01 11:02:35, Info                  CSI    00000321 [SR] Cannot repair member file [l:36{18}]"Amd64\CNB7UMAA.ICM" of prnca00g.inf, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type = [l:24{12}]"driverUpdate", TypeName neutral, PublicKey neutral in the store, hash mismatch
 Line 8612: 2014-01-01 11:02:35, Info                  CSI    00000322 [SR] This component was referenced by [l:186{93}]"Microsoft-Windows-Printer-Drivers-Package~31bf3856ad364e35~amd64~~6.1.7601.17514.INF_prnca00g"
 Line 8617: 2014-01-01 11:02:35, Info                  CSI    00000324 [SR] Repair complete

I'll post a fix for each in a few minutes.

 

[NoelDP]

Fix #1 - the SFC


I've uploaded a file - apkaa.zip - to my SkyDrive at Noel's SkyDrive
Please download and save it.
Right-click on the saved file and select Extract all...
Change the target to C:\ and click on Extract
Close all windows (it would be a good idea to print these instructions!)
Now reboot to the Repair Environment - as soon as the machine restarts, start tapping F8 - this should bring up the Advanced Boot Menu, at the top of which should be the option 'Repair my Computer'
Pick that
You'll have to log in with your username and password.
Pick the option to use a Command Prompt
At the prompt type
DIR C:\apkaa
hit the enter key - if you get a 'Not Found' error try
DIR D:\apkaa
or
DIR E:\apkaa

The drive letter in use when you find the folder will need to be substituted (for<drive>) into the following command...

XCOPY <drive>:\apkaa <drive>:\windows\winsxs /y /i /s /v /h

(e.g. XCOPY P:\wfire P:\windows\winsxs /y /i /s /v /h )

run the command (it should take almost no time)and when the prompt returns, type
EXIT
and hit the Enter key to exit Command Prompt - reboot to Normal Mode Windows.
Now run SFC /SCANNOW in an Elevated Command Prompt
then reboot and upload the new CBS.log file to your reply

the other fix follows shortly

 

[NoelDP]

Fix #2 - for CheckSUR...


I've uploaded a file - apkab.zip - to my SkyDrive at Noel's SkyDrive
Please download and save it.
Right-click on the downloaded file, and select Extract all…
Extract to the default location - which will create a new folder apkab in the same place.
Open this folder - there should be one folder inside it (Manifests)

Copy the content of the manifests folder (.manifest files) into this folder:

C:\Windows\Temp\CheckSur\Winsxs\Manifests

Now run the CheckSUR tool again (it may take a while)

Post the new CheckSUR.log file, and the CheckSUR.persist.log file.

 

[Atpugkp]

Thank you for your efforts so far. I have downloaded the zips.

As I said earlier I have a duel boot system (Windows 7 Pro with W8.1) and when I try tapping F8 as soon as the machine starts to get into the Advanced Boot Menu, the machine boots to W8.1 every time. Even when I tried to go into the advanced options in W8.1 log on screen the machine started normally. No "Repair My Computer" option any where. Could you suggest something I should be doing?

 

[NoelDP]

In that case, boot to Windows 8 and do the replacement from there - I *think* it'll work, but I've never tried it.

 

[Atpugkp]

Thanks.
Following are the results:

Fix #1:
Got to the two ICM files in the appropriate W7 directory from logging into W8.1. Tried replacing the files but could not do that. Ownership issues. System kept telling me that I do not have permission for that action (i.e. renaming old files and putting new files in the directory). Tried taking ownership but the system did not allow even when logged in as an administrator. Finally able to rename the old files but could not put the new ones in the directory. Ran CheckSUR tool - results showed more problems. Changed back to original names/ files. CheckSUR now shows no problem but sfc results show additional problems. File attached. Please advise.

Fix #2:
Looks like no more errors. CheckSUR log files attached.

 

[NoelDP]

The CBS ;og shows the following problems, still...

 Line 36529: 2014-01-02 10:47:39, Info                  CSI    00000317 [SR] Repairing 1 components
 Line 36530: 2014-01-02 10:47:39, Info                  CSI    00000318 [SR] Beginning Verify and Repair transaction
 Line 36533: 2014-01-02 10:47:39, Info                  CSI    0000031a [SR] Cannot repair member file [l:36{18}]"Amd64\CNB7UMCA.ICM" of prnca00g.inf, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type = [l:24{12}]"driverUpdate", TypeName neutral, PublicKey neutral in the store, hash mismatch
 Line 36536: 2014-01-02 10:47:39, Info                  CSI    0000031c [SR] Cannot repair member file [l:36{18}]"Amd64\CNB7UMAA.ICM" of prnca00g.inf, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type = [l:24{12}]"driverUpdate", TypeName neutral, PublicKey neutral in the store, hash mismatch

Back tomorrow with a proper analysis! (too many beers at the moment)

 

[NoelDP]

Try deleting the files in Windows 7 after taking ownership of the AMD64 folder they are in.
You should then be able to copy the files into the folder, and reset ownership back to TrustedInstaller

 

[Atpugkp]

I was able to replace the 2 ICM files finally and then ran sfc and SUR tool. Zips attached. Looks like results show no issues.
Tried installing DxOOptics again but came up with the same problem as I reported originally. Tried installing the software on another W7 machine; program installed without an issue. Have attached the wer file. Thanks in advance for any further suggestions.

 

[NoelDP]

Both CheckSUR and CBS logs are error-free
As far as the WER report goes, all I can see is that KERNELBASE.dll is supposed to be the culprit - however, that's likely to be a misdiagnosis, as Kernelbase is involved in every operation on the PC, just about, and you'd be likely to have a system crash rather than an appcrash, if it was really at fault.


Please open Event Viewer
In the left pane, navigate to the Windows Logs
right-click on Applications and select 'Save all events as...' save as Apps.evtx
repeat for the System logs - save as Sys.evtx
Compress both files, and attach to your reply.

 

[Atpugkp]

Thanks. Both files are in the attached Zip file.

 

[NoelDP]

Hmm - you have a number of problems...

• The following drivers/filters are failing to load...

archlp
Avanquest Filter

​

• the BufferZoneSvc service may not be installed.
• The SQL Server (MSSMLBIZ) service failed to start
• SQL Active Directory Helper Service service failed to start
• SQL Server (MSSMLBIZ) service failed to start
• The Aspi32 service failed to start (it's properly blocked, as it's not win7 compatible)
• You have a problem with Bitlocker
• ArcCD.SYS has been blocked
• archlp.SYS has been blocked
• ArcRec.SYS has been blocked

You need to find the application related to the three failing drivers ArcCD.SYS archlp.SYS ArcRec.SYS (ArcSoft software of some kind?) - and look to uninstalling it as it's obviously not designed for Win7.

So far as I am aware, the BufferZoneSvc service doesn't exist in Windows 7 - yet something is calling it (or attempting to).

Check for malware!

 

[Atpugkp]

Thanks for your time!
During the last few days, have done the following: Ran sfc and SUR tool several times. Looked into errors in the event viewer to have W7 maintenance/ repairs done by MS (as much as possible). Have attached the latest hour event log.
Also,
1) Checked for malware, found a few and removed these.
2) Removed several programs and solved the problems with archlp, ArcCD.SYS, archlp.SYS, and ArcRec.SYS.
3) Could not figure out what is calling Avanquest Filter, Aspi32 service or BufferZoneSvc services. Tried removing a few suspect programs but no luck. Any suggestions what to do?
4) Bitlocker problem is due to having both Window 7 and Window 8 on the same HDD and I am working with a clone drive (by Acronis True Image) on W7 partition. I don't need the added security so I can live with this issue.
5) SQL issues - No clue what to do. Is it ok if I uninstall both MS SQL Server 2005 Compact Edition [ENU] and MS SQL Server Compact 4.0 x64 ENU from my computer? I do not work with databases or do programming.