SyncUp crashes immediately after login

[willmichigan]

I have been using the program Nero SyncUp for a month, but a week ago, the program started to crash immediately after log in. A window error box comes up saying "SyncUp has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you is a solution is available." I have re installed the program and have used system restore to go back to when the program was working but still the same issue.

Where can I find more details about this error so I can go about trying to fix it. The exact same program works without any problem on my other computer that I sync to. When I open up the Windows Event viewer I see the issue under "Windows Logs - Application" as an error report but I have no idea what information on there is generic and what defines the problem or if this is even the place to look.

 

[writhziden]

Please provide us with your Event Viewer administrative logs by following these steps:

1. Click Start Menu
2. Type eventvwr into Search programs and files (do not hit enter)
3. Right click eventvwr.exe and click Run as administrator
4. Expand Custom Views
5. Click Administrative Events
6. Right click Administrative Events
7. Save all Events in Custom View As...
8. Save them in a folder where you will remember which folder and save as Errors.evtx
9. Go to where you saved Errors.evtx
10. Right click Errors.evtx -> send to -> compressed (zipped) folder
11. Upload the .zip file here.

 

[willmichigan]

Please see attached file as requested

 

[writhziden]

You have a lot of Event ID 10 errors, which are fairly common. Work through Event ID 10 is logged in the Application log after you install Service Pack 1 for Windows 7 or Windows Server 2008 R2 to fix them.

You have a number of VMBService errors. Re-install Vodafone applications.

Those were the only real errors I could find. If the problem persists after fixing those, try http://www.sevenforums.com/tutorial...ation-conflicts-performing-clean-startup.html.

 

[willmichigan]

Thank you for your reply. I have tried all three steps you suggested but none of them work. I have attached the error report again in case anything changed with the changes I made. I have also attached the report from the "Windows logs-Application" section of event viewer as this is the only place I can see syncup.exe (the affected program) appear. I would be grateful if you could look at these and advise any other steps.

I cannot think of anything that I changed on my system that made syncup suddenly stop working after working for 2 weeks. Even using system restore to "go back" to when it was working didn't help neither did re installing the program.

 

[writhziden]

The only thing I see are the Windows Error Reporting logs. Nothing that points to why it is failing. Since restoring to a point before the problem did not help, I am wondering if you have some corrupted Windows files. Run http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html up to three times to fix all errors. Post back if it continues to show errors after a fourth run or if the first run comes back with no integrity violations.

 

[willmichigan]

First run came back with no integrity violations.

 

[writhziden]

Unfortunately, you may just have to wait and see if Microsoft comes up with a solution from your error report logs. The only other option I can think of at this point is a http://www.sevenforums.com/tutorials/3413-repair-install.html of Windows 7.

 

[willmichigan]

Thanks for the email. When you say " you may just have to wait and see if Microsoft comes up with a solution from your error report logs" does this mean Microsoft will be looking at the error report logs I attached to this thread or just the 'generic' error reports sent when a program crashes?

 

[writhziden]

They will look at the error report logs sent by the message you get that the program has encountered an error...

 

[willmichigan]

Thanks for clarifying. I was just playing around with the program and notice that the program only crashes when I login to syncup files. If I am not connected to the internet I can browse files and change settings within the program without it crashing. Does this help to try to isolate the problem. I have been trying to connect on mobile broadband rather than the wireless home network I normally use but the broadband card won't work.

 

[writhziden]

Try re-installing the latest driver for your wireless device under network adapters in device manager.

To fully re-install a driver, use the following steps.

1. Click Start Menu
2. Right Click My Computer/Computer
3. Click Manage
4. Click Device Manager from the list on the left
5. Find the device you are trying to uninstall by expanding the appropriate set of devices
6. Right click the device
7. Click Uninstall (do not click OK in the dialog box that pops up after hitting Uninstall)
8. Put a tick in Delete driver software for this device (if this option is available, otherwise just hit OK) and hit OK
9. Restart your computer
10. Install the latest driver for the device once Windows starts.

Alternatively:

1. Login as an adminstrative user.
2. Click Start Menu
3. Click Control Panel
4. Click Hardware and Sound
5. Click Device Manager (the last link under Devices and Printers)
6. Find the device you are trying to uninstall by expanding the appropriate set of devices
7. Right click the device
8. Click Uninstall (do not click OK in the dialog box that pops up after hitting Uninstall)
9. Put a tick in Delete driver software for this device (if this option is available, otherwise just hit OK) and hit OK
10. Restart your computer
11. Install the latest driver for the device once Windows starts.

 

[willmichigan]

I will try this but I wanted to confirm one thing before I do - if I am doing this with the wireless adapter, once I restart the computer will it be able to find a driver to install if the wireless adapter is missing and presumably I cannot get online

 

[writhziden]

Possibly. You should download the latest driver before uninstalling so you have the driver to install to get online.

 

[willmichigan]

This has not helped either. Any other suggestions?

 

[writhziden]

What antivirus program are you running? Any chance this was due to an antivirus definitions update?

 

[willmichigan]

I have Norton 360. Disabling this was one of the first things I tried and it didn't help. I just tried it again, shutting down the AV and starting up Syncup but still the same problem. Even when the "close program" dialogue box appears, I can continue to use Syncup "behind" the dialogue box although it is a bit slow/laggy and it doesn't actually sync my files but I can use it to open the files I am trying to sync.

In the AV "recent history" there are a lot of "medium security - Unauthorized access blocked (Access process data)" that appear to be occurring as I start my computer or restart from hibernation. For example today there were 8 such reports in 2 minutes as I started my computer. There were no such reports when I tried to run syncup and it failed so I would think the problem is unrelated but I'm not sure. These AV reports seem generic and say are related to "C:\Windows\SysWOW64\wbem\wmiprvse.exe"

 

[writhziden]

Download and run the Norton Removal Tool to remove Norton and replace Norton with Microsoft Security Essentials - Free Antivirus for Windows to run with Windows firewall just for testing. Norton is known to cause conflicts on systems even when it is not running, so it is worth at least testing to see if your problems are related to Norton.

 

[willmichigan]

Tried that and tried uninstalling and re0installing Syncup after that but still no joy. Surely there must be a log somewhere of the problem causing Syncup to close?

 

[writhziden]

Yes, but as far as I know, you have to have an account to be able to read it. Windows Error Reporting: Getting Started

If any other users on here have experience with WER, let us know.