12 Replies Latest reply: Jul 23, 2014 7:49 PM by ianloh123

EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

ianloh123 Jul 15, 2014 11:21 PM

Hi,

i'm just wondering if the win8(Edge animate cc crashes at startup on win 8.1) problem and remedy applies to win7?

Edge started crashing minutes after opening and working on a project, notably after i updated my nvidia driver because PhotoshopCC2014 wouldn't run unless i did.

My event log reads:

Faulting application name: AdobeEdgeAnimateCC2014Helper.exe, version: 0.0.0.0, time stamp: 0x5295bbb9

Faulting module name: libcef.dll, version: 3.1364.1130.0, time stamp: 0x5295b9b5

Exception code: 0xc0000005

Fault offset: 0x0003d7db

Faulting process id: 0xcd8

Faulting application start time: 0x01cfa0b37a2ae41d

Faulting application path: C:\Program Files (x86)\Adobe\Adobe Edge Animate CC 2014\cef\AdobeEdgeAnimateCC2014Helper.exe

Faulting module path: C:\Program Files (x86)\Adobe\Adobe Edge Animate CC 2014\cef\libcef.dll

Report Id: cd6674e6-0ca6-11e4-9e8c-00268339bfef

System info:

Operating System: Windows 7 Professional 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.140303-2144)

Language: English (Regional Setting: English)

System Manufacturer: System manufacturer

System Model: System Product Name

BIOS: BIOS Date: 08/03/12 14:55:01 Ver: 21.04

Processor: Intel(R) Core(TM) i7-3970X CPU @ 3.50GHz (12 CPUs), ~3.5GHz

Memory: 65536MB RAM

Available OS Memory: 65486MB RAM

Page File: 4816MB used, 126153MB available

Windows Dir: C:\Windows

DirectX Version: DirectX 11

DX Setup Parameters: Not found

User DPI Setting: Using System DPI

System DPI Setting: 96 DPI (100 percent)

DWM DPI Scaling: Disabled

Display info:

Card name: NVIDIA GeForce GTX 580

Manufacturer: NVIDIA

Chip type: GeForce GTX 580

DAC type: Integrated RAMDAC

Device Key: Enum\PCI\VEN_10DE&DEV_1080&SUBSYS_00000000&REV_A1

Display Memory: 4047 MB

Dedicated Memory: 1487 MB

Shared Memory: 2559 MB

Any suggestions?

thx!

ian

1. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

SujaiS Jul 16, 2014 6:38 AM (in response to ianloh123)

Sorry about the crash. Is there a crash log generated which you can send across?
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2. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

ianloh123 Jul 16, 2014 8:25 PM (in response to SujaiS)

Hi Sujai, thx for replying! how may i go about accessing this crash log pls?
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3. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

SujaiS Jul 16, 2014 9:51 PM (in response to ianloh123)

To generate crash dumps on Windows please follow the link - http://msdn.microsoft.com/en-us/library/windows/desktop/bb787181%28v=vs.85%29.aspx

You will need to create a new key for your application(EdgeAnimate.exe) as mention in the article.
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4. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

ianloh123 Jul 16, 2014 10:34 PM (in response to SujaiS)

Hi Sujai, would you be so kind as to provide step-by-step instructions to go about this pls? I have followed the instructions in your link as best i could but 2 crashes later, have not seen a crash dump file that's dated today. thx alot!
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5. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

sudeshna sarkar Jul 17, 2014 11:17 PM (in response to ianloh123)

Hi ,

To generate the crash dump on windows follow the steps :
01)Type regedit in command run to open the registry entries.
02)Add a new entry to computer\HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\Local Dumps\EdgeAnimate.exe
If any of the sun category doesn't exist , please create it.
03)Now add "DumpFolder" , "DumpCount" , DumpType" as mentioned in the link shared by Sujai - http://msdn.microsoft.com/en-us/library/windows/desktop/bb787181%28v=vs.85%29.aspx
i.e create DumpFolder entry of type REG_EXPAND_SZ and default value say c:\crashDumps where you have this folder crashDumps in the c directory
Take a look at the snapshot below :
After making these settings , relaunch Edge Animate and try to crash. This should generate the crash dump in the c:\crashDumps folder. Send that log file to us via dropbox.
Do let me know if you need any other help!

Thanks and Regards,
Sudeshna Sarkar
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6. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

ianloh123 Jul 18, 2014 1:50 AM (in response to sudeshna sarkar)

Hi Sudeshna,
thx for the instructions! i followed it to a tee but still couldn't get it to work. However, trying another online suggestion, i right clicked on the edgeanimate.exe process in task manager after Edge stopped responding and created a dump file, which i hope might be useful, along with another dump i found here [C:\Users\User\AppData\Local\CrashDumps]

Do let me know if this was at all useful. thx!
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7. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

sudeshna sarkar Jul 18, 2014 1:58 AM (in response to ianloh123)

Ok , one quick question , does the application crash(throwing an exception- "An error occurred. Please save your work and restart Edge Animate") or is it in the hanged state. The dump from task manager would have got generated while the application is still running(as shown in the task manager) and hence, wouldn't have crashed by that time. However, we will take a look.
Further, you are currently on Win 7 - 64 bit machine and Edge Animate being a 32 bit process , you need to launch the task manager from C:\Windows\SysWOW64\taskmgr.exe and then create the dump for Edge Animate. Can you send across the new dump file?

Thanks and Regards,
Sudeshna Sarkar
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8. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

ianloh123 Jul 18, 2014 2:16 AM (in response to sudeshna sarkar)

It's in the hang state, no error msges pop up. Here's the new dump file as per your instructions.
Thx!
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9. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

sudeshna sarkar Jul 18, 2014 4:40 AM (in response to ianloh123)

Ok. We will take a look at the dump file and you observe this hang just after launching Edge Animate without doing any operation? Just wanted to know the exact scenario when this issue is happening. Can we have a connect session with you to check the problem?

Regards,
Sudeshna
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10. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

ianloh123 Jul 18, 2014 4:53 AM (in response to sudeshna sarkar)

It appears to be quite random. So far there are various instances where the app hangs. These include pasting copied objects via both alt-drag and ctrl-d/ctrl-v, moving the playhead in the timeline, undo-ing via ctrl-z and simply coming back to the app after a break or pause.

yes i welcome a connect session, if it is what i think it is. thx again!
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11. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

ianloh123 Jul 21, 2014 1:06 AM (in response to ianloh123)

UPDATE: Firstly, thx to Adobe support for their help and patience. So far, starting my project from scratch is the only solution to my previous hanging projects.

I will now start a new discussion regarding another issue, which may or may not be linked.
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12. Re: EdgeAnimateCC2014 crash on win7 (faulting module libcef.dll)

ianloh123 Jul 23, 2014 7:49 PM (in response to ianloh123)

UPDATE: All looked promising after starting my project from scratch, however it began to hang right around the same progress point as my last file. Same symptoms, same hanging outcome.

Will post updates again once tech support reports back on any findings from my project and crashdump files. Otherwise, the latest consensus is that they detected some errors and will include a fix in the next version update.

As for workarounds, i'm quite lost. Hence, i am seeking the help of some developer friends while attempting to learning code myself on the side(gd luck to me), to get my project up and running again.
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