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Dynamics 365 Community / Forums / Microsoft Dynamics GP (Archived) / GP 2013 Intermittent C...
Microsoft Dynamics GP (Archived)

GP 2013 Intermittent Crash

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Posted on by Bryan Prince 660

We performed a successful upgrade last weekend for a client from GP 10 to GP 2013 SP1.

Everything is working well except for an intermittent crash. This is happening to many different users in various windows and different process. We can't find a root cause. The error is very generic and doesn't offer much help in tracking down the issue. They usually have about 35 simultaneous users and this crash happens about 8 times an hour.

We are using Microsoft Remote App (Remote Desktop Services - similar to Citrix) to publish the Dynamics GP application.

Here is the error we see logged in the Event Viewer on the terminal server:

Faulting application name: Dynamics.exe, version: 12.0.232.0, time stamp: 0x515dcd6d

Faulting module name: ntdll.dll, version: 6.1.7601.17725, time stamp: 0x4ec49b8f

Exception code: 0xc0000005

Fault offset: 0x0002e3be

Faulting process id: 0x57e4

Faulting application start time: 0x01ce938da42ffc50

Faulting application path: C:\Program Files (x86)\Microsoft Dynamics\GP2013\Dynamics.exe

Faulting module path: C:\Windows\SysWOW64\ntdll.dll

Report Id: f25e82cc-ff81-11e2-ae04-02215e942593

I would appreciate any advice or recommendations we could use in troubleshooting and solving this issue.

Thanks!

Bryan

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: GP 2013 Intermittent Crash

    Im not too sure if my issue was exactly like yours but GP was crashing for just one user and everyone else was fine. This was after setting up a new PC and fresh install of GP 2013 on a Windows 10 with custom VBA code. The users GP would crash when she would access a module in GP that had custom VBA code. This would happen on the users GP account and the sa account (when logged into the PC with the users windows account in question). We originally thought we messed up the install of GP 2013 some how but after testing a couple things that wasn't the case. We figure that out by logging the user completely out of the PC and logging back in as the domain Administrator account. We then launch GP as the user having the problem and the sa account and opening the same module and everything was fine. We then decided to log out of the domain administrator account on the PC and logging back in with a random domain user just to verify and everything was fine once again. We then came to conclusion it had to do with the users profile that was causing the issue and not the GP install since everyone else that would log into that PC and use GP it would be fine. We decided to delete the users profile by following the steps below. Warning! This will delete the whole users profile. Any files save by the user on their profile,favorites etc will be lost. We didnt have a problem with that because everyone at our company just saves everyting to our file server but i pretty sure you can either back all this up if needed but we didnt have to.

    Removing Local Users Profile

    1.) Login in to the PC with the domain Administrator Account

    2.) Go to Start and type regedit and hit enter. This will open up the Registry Editor window.

    3.) You are now going to want to go to the Profile list by going to HKEY_LOCAL_MACHINE --> SOFTWARE --> Microsoft --> Windows NT --> ProfileList

    4.) From here you will want to select the user in question. You can find the user by going to each profile clicking on it and then looking at the "ProfileImagePath" Data and it will show the users path to the folder.

    5.) After you have found it, delete the whole folder.

    6.) Now you are going to want to go C:\Users and delete the users folder.

    7.) Log out and log back in as the user. We will now get a welcome message as if the user was signing in for the first time.

    8.) BOOM! Now you can strut around the office cause you just became the man.

    Note: If you delete the users profile folder from C:\Users first and dont delete the profile from the registry, next time the user logs in it will load a temporary profile and create a .bak profile in the registry. No matter how many times you log that user out and back in it will always load a temporary profile. If this happens all you have to do is log back in as the administrator go to the ProfileList in the registry and you will notice it created a backup of the user. You can tell which one is the back up because you will see ".bak" at the end of the profile name. You will just need to rename the folder to whatever you want but make sure you remove the .bak from the name. Then log out and log back in as the user. It will then set up a new profile for the user. Sorry this was so long but hope it helps someone from losing a whole day troubleshooting like we did trying to figure out how to fix it.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: GP 2013 Intermittent Crash

    stop using remote app.  it's buggy, I had an issue with popup dialogs turning invisible.  Microsoft support will give you the run around.  Use the full desktop environment for half your users, see if that makes a difference.

  • KirkLivermont Profile Picture
    KirkLivermont 5,985 on at
    RE: GP 2013 Intermittent Crash

    Joe,

    I am not sure where Richard got those numbers but he passed away a year or two ago.

    Kirk

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: GP 2013 Intermittent Crash

    Hi Richard, Where did you come up with the formula for the memory calculation per user?

    Thanks - Joe Guyton

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: GP 2013 Intermittent Crash

    Hello Bryan -

    We are experiencing the same error message here.  I was just checking to see how you resolved it.  Do you recall?

    Thanks,

    Jeff

  • KirkLivermont Profile Picture
    KirkLivermont 5,985 on at
    RE: GP 2013 Intermittent Crash

    Jonathan,

    I spoke to soon. The issue just recurred with the alternate GP user. I suppose I will recreate the user's window profile and clear their temp files as you suggested.

    Thanks,

    Kirk

  • Jonathan Fear Profile Picture
    Jonathan Fear on at
    RE: GP 2013 Intermittent Crash

    Can you give me the exact error?

  • KirkLivermont Profile Picture
    KirkLivermont 5,985 on at
    RE: GP 2013 Intermittent Crash

    Jonathan,

    We are on GP 2013 SP2 and don't use Business Analyzer or Metrics.

    Thanks,

    Kirk

  • Jonathan Fear Profile Picture
    Jonathan Fear on at
    RE: GP 2013 Intermittent Crash

    If the issue is GP user specific that would be strange unless they get an error on the Metrics section of GP. You can just bing Process Monitor and the first link is the tool you can use but I don't think it would be valid for this.

    I would be curious to see exactly what the error is.

  • KirkLivermont Profile Picture
    KirkLivermont 5,985 on at
    RE: GP 2013 Intermittent Crash

    Hi Jonathan,

    Thank you for your response. I am reluctant to say it is related to the users Windows profile because after giving them a new GP user the issue seems to have stopped occurring.

    Is there a way to capture a process monitor log without using the Support Debugging Tool? I am having trouble finding how to do this and don't have the SDT installed on most of our workstations but would like to be able to find the cause if this recurs.

    Thank you,

    Kirk

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