Customer reports strange error message - SOLVED

HTML Executable
1

Hi,

I can’t read this, but it is the error log that my customer sent me. Can you please help?

Many thanks in advance!

+++

Windows application logs are :
Faulting application name: PROGRAM NAME.exe, version: 2.0.0.0, time stamp: 0x57768ca1
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x038ec0d6
Faulting process id: 0x2e14
Faulting application start time: 0x01d2110b4b63b07c
Faulting application path: C:\Private\99_InstallFiles\Music\PRODUCT FOLDER\PROGRAM NAME.exe
Faulting module path: unknown
Report Id: c20337d2-98c9-4c44-b9e0-020e712e3dbc
Faulting package full name:
Faulting package-relative application ID:

followed by an info log :
Fault bucket 108408107852, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: PROGRAM NAME.exe
P2: 2.0.0.0
P3: 57768ca1
P4: StackHash_5fc3
P5: 0.0.0.0
P6: 00000000
P7: c0000005
P8: PCH_E6_FROM_ntdll+0x0009FFB6
P9:
P10:

Analysis symbol:
Rechecking for solution: 0
Report Id: c20337d2-98c9-4c44-b9e0-020e712e3dbc
Report Status: 0
Hashed bucket: f30b5e5830f2320c89f54b611bff6f9d

2

Looks like a compatibility problem, maybe due to an antivirus program.
What is the antivirus program of your customer?

3

I forwarded your message to my customer. Does that help pinpointing the issue? He replied:

+++

Hi,

Thanks for the follow up, really appreciated.

I’m running a Windows 10 64 bits with no dedicated antivirus out of Windows Defender suite.
Antimalware Client Version: 4.10.14393.0
Engine Version: 1.1.13000.0
Antivirus definition: 1.227.2760.0
Antispyware definition: 1.227.2760.0
Network Inspection System Engine Version: 2.1.12706.0
Network Inspection System Definition Version: 116.26.0.0

I ve tried to disable the windows defender as well as creating an exclusion for the [Program Name] executable but same output

Regarding the firewall, nothing special in place out of the standard Windows Firewall one with no real customisation (out of some dedicated ports opening for remote control of some software via iPAD).
If you can provide the port , protocol in used I can setup the firewall in a way that we can test if this has an impact

Best regards

4

Please ask your customer to install our runtime module here if it helps him:
http://runtime.htmlexe.com/check.php?want=IE

5

Great! This has solved my customer’s problem. Awesome support, thank you!!