HELP: Updater Conistently Crashes

[Psmeg]

Hi,

I'm hoping that someone on these forums can help shed some light on a problem that is driving me up the wall.

I'm trying to update my Avid Eleven Rack to Firmware 2.0.1 and install the Avid Editor and expansion pack. I've purchased the required software, and during the update process I'm asked to input my Serial and System ID (which I've done).

However, as soon as that has been input and activated, the installer quits off screen and (via the crash logs on Windows) crashes silently. If I then attempt to run the updater again, nothing happens (as I've already input the Serial and System ID I no longer get asked for those).

I thought this may be system specific, so I tried the same procedure on my laptop to only experience the exact same problem.

From searching online I found some other instances with a similar issue and through looking at the error logs it led me to think that my Antivirus (BitDefender) may be causing a problem and stopping the updater from starting services it may require.

So, I completely uninstalled the AV software, rebooted, checked that it was gone and no services running and tried again. Same issue, silent crash!

This is happening on 2 separate systems, both with different specifications and as you can imagine, causing me to pull my hair out!

They are both Windows 7 64 bit systems running Service Pack 1 and all relevant software is up to date.

Has anyone experienced this issue and if so, how did you solve it?

Alternatively, can anyone shed any light as to what may be causing the problem?

I've included the crash log below to see if this helps solve this problem.

Thanks in advance

Paul C

-------------------------------------------------------

Version=1
EventType=APPCRASH
EventTime=130650407206619083
ReportType=2
Consent=1
UploadTime=130650407207243084
ReportIdentifier=a4eb690b-95cd-11e4-b2a9-60eb695fe853
IntegratorReportIdentifier=a4eb690a-95cd-11e4-b2a9-60eb695fe853
Response.BucketId=32837424
Response.BucketTable=4
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=Avid Eleven Rack Updater.exe
Sig[1].Name=Application Version
Sig[1].Value=2.0.0.0
Sig[2].Name=Application Timestamp
Sig[2].Value=4d8a8a6f
Sig[3].Name=Fault Module Name
Sig[3].Value=Avid Eleven Rack Updater.exe
Sig[4].Name=Fault Module Version
Sig[4].Value=2.0.0.0
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=4d8a8a6f
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=00000000000259fc
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.1.7601.2.1.0.768.3
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=2057
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=6353
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=63532c1fcf72c8260a6a0fd8d1a85ac0
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=ec9b
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=ec9b6c349a56e716ac05e5a9a57cbe78
UI[2]=C:\Users\Psmeg\Desktop\Avid Stuff\Avid Eleven Rack Updater\Avid Eleven Rack Updater.exe
UI[3]=Avid Eleven Rack Updater has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Users\Psmeg\Desktop\Avid Stuff\Avid Eleven Rack Updater\Avid Eleven Rack Updater.exe
LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\Windows\system32\kernel32.dll
LoadedModule[3]=C:\Windows\system32\KERNELBASE.dll
LoadedModule[4]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.7601.17514_none_fa39 6087175ac9ac\COMCTL32.dll
LoadedModule[5]=C:\Windows\system32\msvcrt.dll
LoadedModule[6]=C:\Windows\system32\GDI32.dll
LoadedModule[7]=C:\Windows\system32\USER32.dll
LoadedModule[8]=C:\Windows\system32\LPK.dll
LoadedModule[9]=C:\Windows\system32\USP10.dll
LoadedModule[10]=C:\Windows\system32\SHLWAPI.dll
LoadedModule[11]=C:\Windows\system32\SETUPAPI.dll
LoadedModule[12]=C:\Windows\system32\CFGMGR32.dll
LoadedModule[13]=C:\Windows\system32\RPCRT4.dll
LoadedModule[14]=C:\Windows\system32\ADVAPI32.dll
LoadedModule[15]=C:\Windows\SYSTEM32\sechost.dll
LoadedModule[16]=C:\Windows\system32\OLEAUT32.dll
LoadedModule[17]=C:\Windows\system32\ole32.dll
LoadedModule[18]=C:\Windows\system32\DEVOBJ.dll
LoadedModule[19]=C:\Windows\system32\VERSION.dll
LoadedModule[20]=C:\Windows\system32\PSAPI.DLL
LoadedModule[21]=C:\Windows\system32\comdlg32.dll
LoadedModule[22]=C:\Windows\system32\SHELL32.dll
LoadedModule[23]=C:\Windows\system32\WINSPOOL.DRV
LoadedModule[24]=C:\Windows\system32\oledlg.dll
LoadedModule[25]=C:\Windows\system32\IMM32.DLL
LoadedModule[26]=C:\Windows\system32\MSCTF.dll
LoadedModule[27]=C:\Windows\system32\uxtheme.dll
LoadedModule[28]=C:\Windows\system32\dwmapi.dll
LoadedModule[29]=C:\Program Files\eMachines\eMachines Power Management\SysHook.dll
LoadedModule[30]=C:\Windows\system32\profapi.dll
LoadedModule[31]=C:\Windows\system32\apphelp.dll
LoadedModule[32]=C:\Windows\system32\CRYPTBASE.dll
LoadedModule[33]=C:\Windows\system32\CLBCatQ.DLL
LoadedModule[34]=C:\Windows\System32\ieframe.dll
LoadedModule[35]=C:\Windows\system32\api-ms-win-downlevel-advapi32-l1-1-0.dll
LoadedModule[36]=C:\Windows\system32\api-ms-win-downlevel-shlwapi-l1-1-0.dll
LoadedModule[37]=C:\Windows\system32\api-ms-win-downlevel-user32-l1-1-0.dll
LoadedModule[38]=C:\Windows\System32\api-ms-win-downlevel-shell32-l1-1-0.dll
LoadedModule[39]=C:\Windows\system32\api-ms-win-downlevel-version-l1-1-0.dll
LoadedModule[40]=C:\Windows\system32\api-ms-win-downlevel-normaliz-l1-1-0.dll
LoadedModule[41]=C:\Windows\system32\normaliz.DLL
LoadedModule[42]=C:\Windows\system32\iertutil.dll
LoadedModule[43]=C:\Windows\system32\api-ms-win-downlevel-shlwapi-l2-1-0.dll
LoadedModule[44]=C:\Windows\system32\urlmon.dll
LoadedModule[45]=C:\Windows\system32\api-ms-win-downlevel-ole32-l1-1-0.dll
LoadedModule[46]=C:\Windows\system32\WININET.dll
LoadedModule[47]=C:\Windows\system32\USERENV.dll
LoadedModule[48]=C:\Windows\System32\mshtml.dll
LoadedModule[49]=C:\Windows\system32\Secur32.dll
LoadedModule[50]=C:\Windows\system32\SSPICLI.DLL
LoadedModule[51]=C:\Windows\system32\api-ms-win-downlevel-advapi32-l2-1-0.dll
LoadedModule[52]=C:\Windows\system32\CRYPTSP.dll
LoadedModule[53]=C:\Windows\system32\rsaenh.dll
LoadedModule[54]=C:\Windows\system32\RpcRtRemote.dll
LoadedModule[55]=C:\Windows\system32\d2d1.dll
LoadedModule[56]=C:\Windows\system32\DWrite.dll
LoadedModule[57]=C:\Windows\system32\dxgi.dll
LoadedModule[58]=C:\Windows\system32\WINTRUST.dll
LoadedModule[59]=C:\Windows\system32\CRYPT32.dll
LoadedModule[60]=C:\Windows\system32\MSASN1.dll
LoadedModule[61]=C:\Windows\system32\d3d11.dll
LoadedModule[62]=C:\Windows\system32\D3D10Warp.dll
LoadedModule[63]=C:\Windows\system32\msimtf.dll
LoadedModule[64]=C:\Windows\system32\msls31.dll
LoadedModule[65]=C:\Windows\system32\mlang.dll
LoadedModule[66]=C:\Windows\system32\PROPSYS.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
State[1].Key=DataRequest
State[1].Value=Bucket=32837424/nBucketTable=4/nResponse=1/n
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=Avid Eleven Rack Updater
AppPath=C:\Users\Psmeg\Desktop\Avid Stuff\Avid Eleven Rack Updater\Avid Eleven Rack Updater.exe

[JoelG]

Are you using USB 3 ports? If so, try connecting it to USB 2. Can you post the full specs of each computer you're trying this on?

Also, there is no SP2 for Windows 7.

Joel

[Psmeg]

Hi Joel,

Sorry, SP2 was a typo, it should be SP1.

It's connected via USB2 and not 3, neither PC is USB3 yet.

Specs of the main rig are:

Intel i7 920 (2.66Ghz)
6Gb Ram
Windows 7 SP1 64 Bit
Radeon HD6980
Intel SSD as main OS drive

Laptop is:

Intel i3
4Gb Ram
Samsung SSD
Windows 7 SP1 64 Bit
Onboard Intel video card

Main PC info from SiSoft Sandra:

-----------------------------------------

SiSoftware Sandra

ID
Host Name : Psmeg-PC
Workgroup : WORKGROUP

Computer
Model : GigaByte EX58-UD5
Chassis : GigaByte Desktop
Mainboard : GigaByte EX58-UD5
BIOS : Award (OEM) F13 01/10/2012
Total Memory : 6GB DIMM DDR3

Processors
Processor : Intel(R) Core(TM) i7 CPU 920 @ 2.67GHz (4C 8T 2.8GHz/2.93GHz, 2.13GHz IMC, 4x 256kB L2, 8MB L3)
Socket/Slot : FC LGA1366

Chipset
Memory Controller : Gigabyte X58 I/O Hub 2x 2.4GHz (4.79GHz)
Memory Controller : Gigabyte Core Desktop (Bloomfield) UnCore 2x 2.4GHz (4.79GHz), 3x 2GB DIMM DDR3 1GHz 192-bit

Memory Module(s)
Memory Module : Corsair CM3X2G1600C8 2GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-24 5-34-10-5)
Memory Module : Corsair CM3X2G1600C8 2GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-24 5-34-10-5)
Memory Module : Corsair CM3X2G1600C8 2GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-24 5-34-10-5)

Video System
Monitor/Panel : Dell Computer DELL P2414H
(1920x1080, 24.0")
Monitor/Panel : Dell Computer DELL P2414H
(1920x1080, 24.0")
Video Adapter : AMD Radeon HD 6900 Series (22CU 1408SP SM5.0 850MHz/800MHz 6% OC, 2GB DDR5 5.2GHz 256-bit, PCIe 2.00 x16)
Video Adapter : AMD Radeon HD 6900 Series (22CU 1408SP SM5.0 850MHz/800MHz 6% OC, 2GB DDR5 5.2GHz 256-bit, PCIe 2.00 x16)

Graphics Processor
OpenCL GP Processor : AMD Radeon HD 6900 Series (1408SP 22C 850MHz/800MHz 6% OC, 2GB DDR5 5.2GHz 256-bit)
Compute Shader Processor : AMD Radeon HD 6900 Series (1408SP 22C 850MHz/800MHz 6% OC, 2GB DDR5 5.2GHz 256-bit)

Storage Devices
Crucial_CT240M500SSD1 (240GB, SATA300/600, 2.5", SSD) : 224GB (C:)
SAMSUNG HD103SI (1TB, SATA300, 3.5", 7200rpm, 32MB Cache) : 932GB (D:)
SAMSUNG HD103UJ (1TB, SATA300, 3.5", 7200rpm, 32MB Cache) : 932GB (E:)
SAMSUNG HD103UJ (1TB, SATA300, 3.5", 7200rpm, 32MB Cache) : 932GB (G:)
SAMSUNG HD154UI (1.5TB, SATA300, 3.5", 7200rpm) : 1TB (H:)
Generic IC1230-M CF (USB2) : N/A (J:)
Generic IC1230-M MS (USB2) : N/A (K:)
Generic IC1230-M MMC/SD (USB2) : N/A (L:)
Generic IC1230-M SM (USB2) : N/A (M:)

Logical Storage Devices
Hard Disk (C:) : 224GB (NTFS) @ Crucial_CT240M500SSD1 (240GB, SATA300/600, 2.5", SSD)
DATA (D:) : 932GB (NTFS) @ SAMSUNG HD103SI (1TB, SATA300, 3.5", 7200rpm, 32MB Cache)
Photo Drive (E:) : 932GB (NTFS) @ SAMSUNG HD103UJ (1TB, SATA300, 3.5", 7200rpm, 32MB Cache)
Hard Disk (G:) : 932GB (NTFS) @ SAMSUNG HD103UJ (1TB, SATA300, 3.5", 7200rpm, 32MB Cache)
Music Drive (H:) : 1TB (NTFS) @ SAMSUNG HD154UI (1.5TB, SATA300, 3.5", 7200rpm)
Removable Drive (J:) : N/A @ Generic IC1230-M CF (USB2)
Removable Drive (K:) : N/A @ Generic IC1230-M MS (USB2)
Removable Drive (L:) : N/A @ Generic IC1230-M MMC/SD (USB2)
Removable Drive (M:) : N/A @ Generic IC1230-M SM (USB2)

Peripherals
LPC Hub Controller 1 : Gigabyte LPC Interface Controller
LPC Legacy Controller 1 : ITE IT8720F
Audio Device : Gigabyte HD Audio Controller
Audio Device : MSI Cayman/Antilles HDMI Audio [Radeon HD 6900 Series]
Audio Codec : ATI (AMD) HDMI Audio
Disk Controller : Gigabyte 6 port SATA AHCI Controller
Disk Controller : Gigabyte JMB36X PCIE-to-SATAII/IDE RAID Controller
Disk Controller : Gigabyte JMB36X PCIE-to-SATAII/IDE RAID Controller
USB Controller 1 : Gigabyte USB UHCI Controller #4
USB Controller 2 : Gigabyte USB UHCI Controller #5
USB Controller 3 : Gigabyte USB UHCI Controller #6
USB Controller 4 : Gigabyte USB EHCI Controller #2
USB Controller 5 : Gigabyte USB UHCI Controller #1
USB Controller 6 : Gigabyte USB UHCI Controller #2
USB Controller 7 : Gigabyte USB UHCI Controller #3
USB Controller 8 : Gigabyte USB EHCI Controller #1
FireWire/1394 Controller 1 : Gigabyte TSB43AB23 1394a-2000 OHCI PHY/link-layer Controller
SMBus/i2c Controller 1 : Intel ICH SMBus

Printers and Faxes
Printer : Send To Microsoft OneNote 2010 Driver (1200x1200, Colour)
Printer : Microsoft XPS Document Writer (600x600, Colour)
Fax : Microsoft Shared Fax Driver (200x200)
Printer : Dell 1130 Laser Printer (600x600, USB, Colour)
Printer : Adobe PDF Converter (4000x4000, Colour)

Peripherals
Media Player : Apple iPhone (14.77GB)

Network Services
Network Adapter : Realtek PCIe GBE Family Controller (Ethernet)
Network Adapter : Realtek PCIe GBE Family Controller #2 (Ethernet, 1Gbps)

Operating System
Windows System : Microsoft Windows 7 Home 6.01.7601 (Service Pack 1)
Platform Compliance : x64

Windows Experience Index
Current System : 7.4

[Benoni]

There was a problem years ago with Internet Explorer 9 that kept the updater from working, it was never fixed and I believe the problem has carried over to IE10 and IE11.

So if you can uninstall those and go back to IE8, it may just work. Do this on the first machine you input your SN and ID code on.

After the firmware is updated you can re-install the latest IE.

[Psmeg]

Ok,

IE uninstalled and still exactly the same issue remains when trying to run the installer.

Regards

Paul

[Benoni]

Originally Posted by Psmeg

Ok,

IE uninstalled and still exactly the same issue remains when trying to run the installer.

Regards

Paul

Did you try moving the installer to your desktop instead of running it from such a long directory C:\Users\Psmeg\Desktop\Avid Stuff\Avid Eleven Rack Updater\Avid Eleven Rack Updater.exe

And you did unzip the installer right?

Have you tried re-downloading the installer?

[Benoni]

And unplug the iPhone and any other unnecessary USB devices. Plug the Eleven Rack into a USB port on the rear of the PC.

Do you have the Eleven Rack Driver installed? What version?

If it's the latest, try an older version like 1.0.8

[Psmeg]

Hi Brian,

I've tried it on both computers, with nothing plugged in and older driver versions (previous driver wouldn't install so I had to roll back to older versions) and still the same issue I'm afraid.

Surely I can't be the only person to have experienced this issue? If it was on 2 identical computers I could imagine there was an incompatible piece of hardware / software, but both machines are completely different specs and only share the same OS.

[Benoni]

Originally Posted by Psmeg

Hi Brian,

I've tried it on both computers, with nothing plugged in and older driver versions (previous driver wouldn't install so I had to roll back to older versions) and still the same issue I'm afraid.

Surely I can't be the only person to have experienced this issue? If it was on 2 identical computers I could imagine there was an incompatible piece of hardware / software, but both machines are completely different specs and only share the same OS.

What driver do you have installed?

Is the Eleven Rack shown in Device Manager as connected and working? Did you cycle the Eleven Rack? (turn it off and on)