Hero Labs crashing in an odd way

[ShadowWalker]

I am getting periodic crashes.
I end up with a white bar across the top of window just below the menu bar.
It covers all of the tabs within hero labs and doesn't go any further down.
When this happens Hero Labs becomes unresponsive and I have to kill the process.
I'm running windows 10 on a brand new laptop. I've been using HL on it for less than a month and this only just started to happen about a week or so ago,
It happens in all games that I regularly use, Pathfinder and SR 5.

 

[AndrewD2]

How much custom content is installed with Pathfinder? I've heard of people getting crashes because of a memory error.

 

[ShadowWalker]

very little and I don't have all the packages with pathfinder either.

 

[Exmortis]

OK best way to track back.

What updated just before the issues arose?

Check the event logs after such a crash, just may get lucky with an error entry.

 

[ShadowWalker]

This is what I found in the windows application log.
Does HL have it's own log some place?

Log Name: Application
Source: Application Hang
Date: 2016-10-29 4:43:33 PM
Event ID: 1002
Task Category: (101)
Level: Error
Keywords: Classic
User: N/A
Computer: Robert-LP-Asus
Description:
The program HeroLab.exe version 7.6.2.623 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
Process ID: 2f64
Start Time: 01d2321044ce73f4
Termination Time: 4294967295
Application Path: C:\Program Files (x86)\Hero Lab\HeroLab.exe
Report Id: 58b49fe9-9e18-11e6-9145-80a589c1f636
Faulting package full name:
Faulting package-relative application ID:

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Hang" />
<EventID Qualifiers="0">1002</EventID>
<Level>2</Level>
<Task>101</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-10-29T20:43:33.005127300Z" />
<EventRecordID>12862</EventRecordID>
<Channel>Application</Channel>
<Computer>Robert-LP-Asus</Computer>
<Security />
</System>
<EventData>
<Data>HeroLab.exe</Data>
<Data>7.6.2.623</Data>
<Data>2f64</Data>
<Data>01d2321044ce73f4</Data>
<Data>4294967295</Data>
<Data>C:\Program Files (x86)\Hero Lab\HeroLab.exe</Data>
<Data>58b49fe9-9e18-11e6-9145-80a589c1f636</Data>
<Data>
</Data>
<Data>
</Data>
<Binary>54006F00700020006C006500760065006C002000770069006E0064006F0077002000690073002000690064006C00650000000000</Binary>
</EventData>
</Event>

 

[Farling]

This is in the realms of when you need to open a support ticket.

 

[Exmortis]

Yeah and that's good information to give in the support ticket.

HL does not have its own log, you went the right place. also look in system log, see if any other warnings or errors are generated at the same time.

In the ticket, give them as much info on your hardware, and software running at the time you get crashes.

 

[ShadowChemosh]

HL does not have its own log

Actually not true. HL does create its own binary .dmp files when it crashes. By default its in the My Documents folder where HL stores .por files. It should have a folder called crashreports.

I just sent support emails over the weekend with my .dmp files when HL crashed.

This is a reason why its best to open a ticket with Support as they can direct you to any additional logs like this....