Problem With The New Tech Support Utility v2...

[The Weed]

There is a new Tech Support Folder and Tech Support Utility v2, which I downloaded and installed. When I run the .exe to get the Command Prompt, I'm receiving a Windows - No Disk dialogue with the following message:

"Exception Processing Message c0000013 Parameters 75b6bf7c 4 75b6bf7c 75b6bf7c
And three choices: Cancel Try Again and Continue"

Using Continue allows me to use the Tech Support Command Prompts

Pressing 3. to Delete Preferences works

Pressing 4. to Delete Databases does not work, I get the following Error Messages:

4
failed to copy file because of error
5
Press any key to continue... (when I do)
The TS Utility was unable to complete the task:
Move Directory
Because:
the following error code was returned
0
Press any key to continue...(when I do it goes into a "loop" giving back the same Error Messages)
failed to copy file because of error
5
Press any key to continue...
The TS Utility was unable to complete the task:
Move Directory
Because:
the following error code was returned
0
Press any key to continue...
And on and on.

I can't use "9" to close the Command Prompt Window, I have to use the "X" at the top right.

The TS Session Folder is successfully created and within it there are folders named:

Databases Moved From Drive C
Databases Moved From Drive D
Databases Moved From Drive E
Preferences Moved Fri Dec 26 19-44-58 2008
and a file called TS Log File Created Fri Dec 26 19-43-45-2008.txt

Within the Databases Moved folders there is another folder named Digidesign Databases, but those folders and the Preferences Moved folder are all empty.

The contents of the TS Log File are as follows:

"TS LogFile Created Fri Dec 26 19:43:45 2008

Drive Letters Present:
CDEG
Windows Directory is:
C:\WINDOWS
SystemDirectory is:
C:\WINDOWS\system32
C:\Drive Specs:
Total Drive Space:
37005500416
bytes
Total Free Space:
2467680256
bytes
Available Free Space:
2467680256
bytes
---------------
A valid installation of Pro Tools was found at:

C:\Program Files\Digidesign\Pro Tools\ProToolsLE.exe

Version Number:
8.0.0.314
3. Delete Preferences from main Non TDM
Successfully Created Folder at:
C:\Documents and Settings\Bruce Hayward\Desktop\TS Utility Folder\TS Session Fri Dec 26 19-43-45 2008\Preferences Moved Fri Dec 26 19-44-58 2008\
No User App Data Prefs Found To Move
No DAE Prefs Found To Move
4. Delete Databases from main Non TDM
No Digidesign Databases Folder found on drive:

No Digidesign Databases Folder found on drive:
G"

When I check my drives, they all still have a Digidesign Databases folder on them.

Has anyone else experienced this and if so, were you able to fix it?

Anyone have any idea as to what is causing this and how to get rid of it?

Thanks,

[scar97]

I just posted another reply in this string concerning the exact same issue.

http://duc.digidesign.com/showthread.php?t=234485

Help!!

[DigiTechSupt]

Try moving the application to your Digidesign folder and test it again.

Are you possibly on a dual-boot system?

[scar97]

I just put it on the desktop and run the exe program. Are you saying put the exe program in the digidesign main folder and run it from there or make a shortcut to the desktop?

Thanks for answering so quick. I just need a little more information on exactly where to move it and how to use it then.

I am having a terrible time with Kontakt not having enough DFD memory and usually I would delete the prefs and trash the data base folders with the old utility and it would clear up for a while. I am trying to get Kontakt to reply why it still does this after doing everything they have told me to do.

Thanks again

[DigiTechSupt]

I just put it on the desktop and run the exe program. Are you saying put the exe program in the digidesign main folder and run it from there or make a shortcut to the desktop?

Yes, that's what I would do. If you're on a dual-boot system, sometimes this is required to get it to work properly.

[scar97]

Stupid question here. What is a dual boot system? I boot from the "C" drive. I have a mirrored drive running raid 0 or 1 don't know which. I KNOW..I KNow.. you don't reccomend raid but Sweetwater set it up because I told them I wanted the redundancy that Disney had in case of hardware failure. This was their solution before I got used to using Acronis. I love that program. I wanted to disable raid and use the other drive to possibly have one version of 7.4 on it and one version of the new version 9 on the other. In my opinion that would be my idea of a dual boot system but I always go to the bios and change the boot order if I want to do that. I never have on this system but have on others.

Exactly what folder should i move the tech support exe file to and then I assume you make a shortcut to the desktop?

Thanks for the quick replies. I also think you guys are going above the call of duty answering all these questions during the holidays but that is why I use your stuff. Don't stop!!

Pippin

[The Weed]

No dual boot system here. I have the .exe in the Digidesign main folder and use a shortcut from the Taskbar to run it. Same problem as listed above.

Cheers,

[bfx]

Got the same issue, but only when I try to delete the database folders. Deleting prefs works. No dual boot system and I also ran the utility from the desktop. The utility created the same backup folders as mentioned by The Weed but they're left empty and the database folders remain in their original places. In the end I deleted everything manually. That worked.

.bfx

[The Weed]

Bump...

[Digitalkidd]

I have the same problem...I tried copying the utility to the protools executable folder and tried to run it and still got the error.