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"Error signature" error intermittently thrown on VB application using craxdrt.dll

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Last Modified: 2008-04-24
I have a VB 6.0 application running on 50+ windows machines. One user is getting an 'Error signature' error. All I have from him is a screen shot of his desktop when the error occurs.

The error occurs when he invokes a Crystal report viewer control. First he sees a Microsoft Windows error "we are sorry for the inconvenience...". When he clicks [More info] he sees a message box that reads:
*****
Error Signature
AppName: myapp.exe     AppVer: 3.1.0.312    ModName: craxdrt.dll
ModVer: 8.5.0.674   Offset: 002a12ea

To view technical information about the error report, click here
******
He is running XP. I don't know the SP#. He also has a lot of icons in his taskbar. So many in fact, that it has 2 lines. The first line has the start button, 19 icons (some standard windows apps, others I don't recognize) and an IE dropdown box and green arrow [Go]. Line 2 are his active applications.

Other information:
The application noted in the error is the main application; when he gets the error he's actually w/n a component of the app.

The error does not happen everytime he uses craxdrt; but once it happens w/ this particular reference of craxdrt, it'll happen every time. However, it doesn't happen when he uses a different reference of craxdrt (when he runs a different report I mean).

Finally ~ I have been able to recreate something similar to this error, but only once. Then it is never thrown again, even w/ very explicit steps.

Any help or advice is much appreciated.
Thanks
klheitz
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Mike McCrackenSenior Consultant
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Commented:
What version of Crystal?

mlmcc
k heitzsoftware developer

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Commented:
8.5 (both reports and rdc {report designer components})
Mike McCrackenSenior Consultant
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Commented:
I don't find anything with that error message from Crystal.

Is that the exact message?

Has he upgraded anything on the machine?

Can you reinstalll the application?

mlmcc
k heitzsoftware developer

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Commented:
Yes the message is verbatim. He has uninstalled and reinstalled at least two times. Sometimes, it runs for a day or two, but the error eventually is thrown again. Would it be helpful to view a screen grab of his desktop when the error occurs? I can provide that.

Another clue: when our main application launches, it makes an ftp connection and searches for data updates. If found, a self-extracting .exe is downloaded and places .txt data files in our data folder. Those files are then 'imported' into an Access Database. The error 'seems' to be thrown after he has dowloaded/imported this data.
Mike McCrackenSenior Consultant
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Commented:
If he restarts the application after the import does it happen?

Sounds like maybe the database is locked in some way or the download changes something.

mlmcc
k heitzsoftware developer

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Commented:
The error is still thrown when he restarts the app. The download does change the database by adding records. We have many other users doing the same thing w/o any kind of problem. I don't know what an "Error Signature" even means  (?)
Mike McCrackenSenior Consultant
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Commented:
I didn't find anything about Error Signature on the Crystal knowledge base.

mlmcc
Mike McCrackenSenior Consultant
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Commented:
Have you tried replacing the CRAXDRT that fails with the one that works?

mlmcc
Mike McCrackenSenior Consultant
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Commented:
Has he updated MSOffice with the latest service pack?

mlmcc
k heitzsoftware developer

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Commented:
I requested he get a new craxdrt.dll on Friday, also to have him update to XP service Pack 2. I'll request he update to the latest Office service pack also. I'll let you know what transpires. It'll probably be Monday before he's in his office. Thanks!
Mike McCrackenSenior Consultant
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Commented:
Don't update XP to service pack 2. Crystal 8.5 doesn't work well with it.

mlmcc
k heitzsoftware developer

Author

Commented:
Ok. will do. Thanks
k heitzsoftware developer

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Commented:
Monday morning ... more information
Two of our office machines can get the same error but only once. If they launch the app and have updates downloaded from the ftp site, they will get the 'error signature' one time ~ but only 1 time. They exit/relaunch (no updates) and the error is not thrown. I am verifying this happens consistently.

He has been sent several new setups (full installations). craxdrt.dll is part of those installations and is overwritten/re-registered w/ each build. He uninstalls before reinstall.

He is running batched reports when the 'error signature' is thrown. Our software creates a report (invokes a Crystal ReportDesignerComponent instance), generates report w/ data, exports it to .rft; creates another ...etc. All in the background. He will close out of our appliation 1-2 times, and on the next try he is able to run the reports in batch mode w/o the error.

However ~ he has seen the error on single reports AFTER they are created and he clicks our [Done] button. This is a different report using a completely different instance of the RDC. The [Done] Button unloads the form, sets the crystal objects back to nothing, and calls the crystal application .CanClose method.

This user also has seen an "Error signature"  indicating p2bdao.dll (physical database for crystal reports) when he runs batch-mode on a different report (which uses the same RDC control as the original error). Unlike the 1st error above he cannot recover by exiting and re-launching our app. He must run the reports one at a time which generates the reports and does NOT throw the error.

We are hesitant to send him any more tries as he's reached a level of frustration and our previous attempts have been fruitless.

Can you tell me what upgrading to latest Office service pack will do? We'd like to give him as much info as possible before we have him proceed.

Thanks for all your help.
Mike McCrackenSenior Consultant
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Commented:
I don't know that the Office service pack will do anything.  I mentioned it because you are using Access as the database.

You might use this to fully uninstall CR8 from his machine.  CR8 was very poor at uninstalling and the reinstall though it says it replaced, many times really didn't.
http://technicalsupport.businessobjects.com/KanisaSupportSite/search.do?cmd=displayKC&docType=kc&externalId=http--supportbusinessobjectscom-communityCS-FilesandUpdatesNoNav-uscr832exeasp&sliceId=&dialogID=2036302&stateId=1%200%202034562

mlmcc
k heitzsoftware developer

Author

Commented:
Thanks for your suggestions and expertise;

Got a response from user this morning, he already has XP SP2.

I'm confident our WISE uninstall is removing the old craxdrt from his system and the utility above seems to want to work on actual Crystal installs, so I didn't have him use it.

Right now, we're upgrading our application or CR9, and we're going to see if that fixes his error.
I'm thinking he has another application running that doesn't play well w/ CR8.5. I have read TweakUI will cause problems w/ crystal but I havn't seen any others. Have you heard of anything like that?

I've also requested a screen grab of his EventViewer/application/error details on the error.
Thanks!
Kheitz
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Commented:
This one is on us!
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k heitzsoftware developer

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Commented:
Some final information on this question. We were never able to duplicate the user's errors ~ so we upgraded our Crystal reports development component to 9.0. Before the upgrade was complete and tested for release however, our user's subscription ended. We will not know if the 9.0 fixed the error until possibly next spring if the user re-subscribes.

thank you mlmcc for all your suggestions and patience. 500 points to you.
thansk
klheitz

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