14 Replies Latest reply: Jun 30, 2014 5:55 AM by SujaiS

Edge animate cc crashes at startup on win 8.1

DJOliver Jun 21, 2014 6:49 AM

I installed the trial version of Edge Animate CC today on my win8.1 but when I start the application It opens for a second then closes. I get a crash message that APPCRASH has stopped the program.

The fault module name is libcef.dll.

Help please...

Oliver

1. Re: Edge animate cc crashes at startup on win 8.1

SujaiS Jun 21, 2014 10:37 PM (in response to DJOliver)

Can you try the following steps:

1) Close Animate
2) Rename C:\Users\<UserName>\AppData\Roaming\Adobe\Edge Animate folder to C:\Users\sujai\AppData\Roaming\Adobe\Edge Animate OLD\
3) Relaunch Animate

This will clear your old preferences. Please check if animate launches fine after this.

-Sujai
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2. Re: Edge animate cc crashes at startup on win 8.1

DJOliver Jun 22, 2014 12:56 AM (in response to SujaiS)

I tried it. The folder gets replaced by a new one but Edge animate keeps crashing
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3. Re: Edge animate cc crashes at startup on win 8.1

SujaiS Jun 22, 2014 1:27 AM (in response to DJOliver)

Is there a crash log that you can send us?

-Sujai
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4. Re: Edge animate cc crashes at startup on win 8.1

DJOliver Jun 22, 2014 1:50 AM (in response to SujaiS)

Problem signature:
Problem Event Name: APPCRASH
Application Name: EdgeAnimate.exe
Application Version: 4.0.0.0
Application Timestamp: 536b55b0
Fault Module Name: libcef.dll
Fault Module Version: 3.1364.1130.0
Fault Module Timestamp: 5295b9b5
Exception Code: 80000003
Exception Offset: 0015efd0
OS Version: 6.3.9600.2.0.0.256.48
Locale ID: 1033
Additional Information 1: 5861
Additional Information 2: 5861822e1919d7c014bbb064c64908b2
Additional Information 3: d1d9
Additional Information 4: d1d94a13d3609d6b740644c12508f581

Read our privacy statement online:
http://go.microsoft.com/fwlink/?linkid=280262

If the online privacy statement is not available, please read our privacy statement offline:
C:\Windows\system32\en-US\erofflps.txt
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5. Re: Edge animate cc crashes at startup on win 8.1

SujaiS Jun 23, 2014 1:33 AM (in response to DJOliver)

Hi DJOliver,

These logs are not very useful. I will need the crash dumps. The link below will help you to collect this:
http://msdn.microsoft.com/en-us/library/windows/desktop/bb787181%28v=vs.85%29.aspx

Steps:
1)You need to create a new registry key for EdgeAnimate.exe as explained in the above link.
2) Relaunch Animate; the crash dumps will be created in the folder that you have specified in the registry.
3)Send us the crash logs for investigation.

-Sujai
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6. Re: Edge animate cc crashes at startup on win 8.1

DJOliver Jun 23, 2014 6:51 AM (in response to SujaiS)

here is my dump file

http://www48.zippyshare.com/v/14751268/file.html
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7. Re: Edge animate cc crashes at startup on win 8.1

SujaiS Jun 25, 2014 3:58 AM (in response to DJOliver)

Hi DjOliver,
We found that the crash is not happening in Animate but in a thirdparty component that Animate uses. will need some information from you to investigate:

Can you share the install logs from:
1) Path for installation log - C:\Program Files (x86)\Common Files\Adobe\Installers\ - do share the Edge Animate CC 2014 specific logs.
2) Installer logs from - C:\Users\<USERNAME>\AppData\Local\Temp\amt3.log and PDApp <Date>.log

Also check
1) Can you install DirectX from:http://www.microsoft.com/download/en/details.aspx?id=8109 (or web installer http://www.microsoft.com/en-us/download/confirmation.aspx?id=35).
2) Restart your PC and then launch Animate. Check if you still see the crash.

-Sujai
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8. Re: Edge animate cc crashes at startup on win 8.1

DJOliver Jun 27, 2014 3:14 AM (in response to SujaiS)

OK so I installed Directx and rebooted. EA still crashes.
Here are the EA log files:
Zippyshare.com - Adobe Edge Animate CC 2014 4 06-21-2014.log.gz
Here is the amt3 log file:
Zippyshare.com - amt3.log
Here is the PDapp file:
Zippyshare.com - PDApp.log

Thanks again for the help.
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9. Re: Edge animate cc crashes at startup on win 8.1

DJOliver Jun 27, 2014 3:17 AM (in response to DJOliver)

I found another log
Log file created: 6/27/2014 1:15:30 PM
----------------------------------------
Ticks = 1156 <4924> <heliumRegistration> <1> AMT is forcing a quit.
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10. Re: Edge animate cc crashes at startup on win 8.1

SujaiS Jun 27, 2014 4:09 AM (in response to DJOliver)

Thanks DjOliver. I need one more information from you.

Can you zip the C:\Program Files (x86)\Adobe\Adobe Edge Animate CC 2014\cef\ folder also and send it.
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11. Re: Edge animate cc crashes at startup on win 8.1

Panneer's Screen Jun 27, 2014 5:31 AM (in response to DJOliver)

Hi DjOliver,

Are you getting this crash continously or is it happend only once? Did you connect to network when you are launching the app?
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12. Re: Edge animate cc crashes at startup on win 8.1

DJOliver Jun 27, 2014 9:25 AM (in response to SujaiS)

here is the CEF folder
http://www59.zippyshare.com/v/37239987/file.html
The application crashes everytime I try to start it. I am connected to the internet when launching the app.
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13. Re: Edge animate cc crashes at startup on win 8.1

SujaiS Jun 30, 2014 5:55 AM (in response to DJOliver)

Hi DjOliver, Thanks for your patience regarding this issue. The logs have been successful, however I would like to have a meeting to be able to look at the machine to come up with the fix.

I have send you an email regarding the same. Do let me know.

regards,
Sujai
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