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SmartFTP sometimes won't start under Windows Vista


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#1 Chuck Adkins

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Posted 23 October 2007 - 06:42 PM

There seems to be a problem with SmartFTP 2.5.1007. Sometimes, Not all the time, But sometimes, when I attempt to run SmartFTP under windows vista basic. it gives me an error.... and the Move arrows, for moving individual files does not work. Stopped working sometime after the license expired.

I would give you the error... But now it's starting fine... <_< It doesn't happen all the time. If it does again, I will cut and paste the error in here.

-Chuck :angry:

#2 Chuck Adkins

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Posted 24 October 2007 - 08:46 AM

Finally got it to not work.... here's the info:

Problem Event Name: APPCRASH
Application Name: SmartFTP.exe
Application Version: 2.5.1007.0
Application Timestamp: 470d8255
Fault Module Name: SmartFTP.exe
Fault Module Version: 2.5.1007.0
Fault Module Timestamp: 470d8255
Exception Code: 40000015
Exception Offset: 00233585
OS Version: 6.0.6000.2.0.0.768.2
Locale ID: 1033
Additional Information 1: 0141
Additional Information 2: be84317e10b33c8ae8e2196a54d407de
Additional Information 3: 15e5
Additional Information 4: 1babe667b18ed8be3fedab8bbc73a90c

#3 mb

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Posted 24 October 2007 - 08:59 AM

Hello ..

Please install the latest version
http://www.smartftp....get/SFTPMSI.exe

Regards,
Mat

#4 Chuck Adkins

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Posted 29 October 2007 - 02:39 AM

Hello ..

Please install the latest version
http://www.smartftp....get/SFTPMSI.exe

Regards,
Mat


INstalled it, still doing it. sometimes will not run, I get a runtime error.... I'm using Visa Basic, it'll run sometimes, I have to click the icon 3-4 times in a row, usually on the 4'th try it runs. if i've gota browser open, it won't run at all.

it's quite strange.

#5 mb

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Posted 29 October 2007 - 04:56 AM

Hello ..

Could you please send us the crash dump? A crash dump is a .dmp or .mdmp file which is created when an application crashes. You should be able to find the location of the crash dump when checking your Event Logs -> Application. Also it should be avaible in the Control Panel -> Problem Reports and Solutions.
Thank you.

Regards,
Mat

#6 Chuck Adkins

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Posted 31 October 2007 - 04:32 AM

Hello ..

Could you please send us the crash dump? A crash dump is a .dmp or .mdmp file which is created when an application crashes. You should be able to find the location of the crash dump when checking your Event Logs -> Application. Also it should be avaible in the Control Panel -> Problem Reports and Solutions.
Thank you.

Regards,
Mat


Looked nothing there.... It's not starting and crashing. It's just not wanting to open. I'll send a screen cap of what happens here... when I can get it to do it again. I promise I shall come through... <_<

#7 Chuck Adkins

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Posted 03 November 2007 - 04:17 PM

Okay, It finally decided to start doing the error thing again:

here's the screen shot

Posted Image

there you go, that's what it's doing.

#8 Chuck Adkins

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Posted 03 November 2007 - 04:18 PM

it comes up right after the nag screen letting you know that you need to register.

I never had this problem with XP, just Windows Vista Basic.

#9 mb

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Posted 03 November 2007 - 04:21 PM

Hello ..

We cannot fix the bug because we are unable to reproduce it here. The only fix is to delete the registry key at:
HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0

Regards,
Mat

#10 al_mathews

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Posted 04 November 2007 - 03:41 PM

Hello ..

We cannot fix the bug because we are unable to reproduce it here. The only fix is to delete the registry key at:
HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0

Regards,
Mat


I have taken this issue one step further. I am able to reproduce it on my installation and in my case the offending reg key is:

HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0\Settings\Interface\Workspace Manager\Tabbed\Default\Workspace\1\0 --> location

This is the local folder pointer for the workspace layout. It is binary data and if deleted or just change binary value to '00 00' will allow SmartFtp to load normally. The only setting lost is the local folder location and it will default to your Desktop. Hopefully this will help identify the root cause. I am including the crash dump for this failure, maybe that will provide a complete picture.


Here is the key and dump info:

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\SmartFTP]

[HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0]

[HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0\Settings\Interface\Workspace Manager\Tabbed\Default\Workspace\1\0]
"CommandTargetId"="{9EA10E5E-17FA-4EEB-BA6D-929452992BEA}"
"Location"=hex:14,00,1f,50,e0,4f,d0,20,ea,3a,69,10,a2,d8,08,00,2b,30,30,9d,19,\
00,2f,44,3a,5c,00,00,00,00,00,00,00,00,00,00,00,00,00,00,00,00,00,00,00,5c,\
00,31,00,00,00,00,00,f9,36,8c,66,31,00,50,52,4f,47,52,41,7e,31,00,00,44,00,\
07,00,04,00,ef,be,e5,2e,a1,b1,f9,36,8c,66,26,00,00,00,36,0e,00,00,00,00,01,\
00,00,00,00,00,00,00,00,00,00,00,50,00,72,00,6f,00,67,00,72,00,61,00,6d,00,\
20,00,46,00,69,00,6c,00,65,00,73,00,00,00,18,00,5a,00,31,00,00,00,00,00,5b,\
32,06,7a,10,00,41,50,41,43,48,45,7e,31,00,00,42,00,07,00,04,00,ef,be,50,31,\
ad,aa,e4,36,7d,0d,26,00,00,00,a0,a0,03,00,00,00,26,9f,00,00,00,00,00,00,00,\
00,00,00,41,00,70,00,61,00,63,00,68,00,65,00,20,00,47,00,72,00,6f,00,75,00,\
70,00,00,00,18,00,4e,00,31,00,00,00,00,00,a5,36,58,1e,10,00,41,70,61,63,68,\
65,32,00,38,00,07,00,04,00,ef,be,50,31,ad,aa,e4,36,cc,0c,26,00,00,00,a1,a0,\
03,00,00,00,07,00,00,00,00,00,00,00,00,00,00,00,41,00,70,00,61,00,63,00,68,\
00,65,00,32,00,00,00,16,00,4c,00,31,00,00,00,00,00,fa,36,b3,15,10,00,68,74,\
64,6f,63,73,00,00,36,00,07,00,04,00,ef,be,33,36,31,29,fa,36,b3,15,26,00,00,\
00,c5,79,04,00,00,00,0d,00,00,00,00,00,00,00,00,00,00,00,68,00,74,00,64,00,\
6f,00,63,00,73,00,00,00,16,00,5c,00,31,00,00,00,00,00,28,37,56,0a,10,00,49,\
54,53,46,55,4e,7e,31,00,00,44,00,07,00,04,00,ef,be,33,36,34,2f,28,37,56,0a,\
26,00,00,00,ba,dd,07,00,00,00,11,00,00,00,00,00,00,00,00,00,00,00,69,00,74,\
00,73,00,66,00,75,00,6e,00,74,00,6f,00,73,00,68,00,61,00,72,00,65,00,00,00,\
18,00,58,00,31,00,00,00,00,00,17,37,6e,15,10,00,50,55,42,4c,49,43,7e,31,00,\
00,40,00,07,00,04,00,ef,be,13,37,24,79,17,37,6e,15,26,00,00,00,18,a8,07,00,\
00,00,9f,17,00,00,00,00,00,00,00,00,00,00,70,00,75,00,62,00,6c,00,69,00,63,\
00,5f,00,68,00,74,00,6d,00,6c,00,00,00,18,00,56,00,31,00,00,00,00,00,2f,37,\
da,1c,30,00,50,48,50,47,45,44,7e,31,00,00,3e,00,07,00,04,00,ef,be,03,37,b8,\
92,2f,37,da,1c,26,00,00,00,64,ad,08,00,00,00,09,00,00,00,00,00,00,00,00,00,\
00,00,50,00,68,00,70,00,47,00,65,00,64,00,56,00,69,00,65,00,77,00,00,00,18,\
00,4c,00,31,00,00,00,00,00,16,37,b6,18,10,00,69,6d,61,67,65,73,00,00,36,00,\
07,00,04,00,ef,be,03,37,ad,92,16,37,b6,18,26,00,00,00,62,ae,08,00,00,00,02,\
00,00,00,00,00,00,00,00,00,00,00,69,00,6d,00,61,00,67,00,65,00,73,00,00,00,\
16,00,00,00
"Class"="CLocalBrowserChildFrame"

Crash Dump info:

Problem signature:
Problem Event Name: APPCRASH
Application Name: SmartFTP.exe
Application Version: 2.5.1008.3
Application Timestamp: 4725947f
Fault Module Name: SmartFTP.exe
Fault Module Version: 2.5.1008.3
Fault Module Timestamp: 4725947f
Exception Code: 40000015
Exception Offset: 001f7139
OS Version: 6.0.6000.2.0.0.256.1
Locale ID: 1033
Additional Information 1: 0141
Additional Information 2: be84317e10b33c8ae8e2196a54d407de
Additional Information 3: e93e
Additional Information 4: 81a13bdb8153eac33c6220fe17d83390


Thanks,
Al

#11 mb

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Posted 04 November 2007 - 05:07 PM

Hello ..

Can you export the complete key:
HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0\Settings\Interface\Workspace Manager\Tabbed

Did you try to delete the following key instead of the one you have posted?
HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0\Settings\Interface\Local Browser\ShellViewState

And can you send us the crash dump (.dmp file)?

Thanks a lot.
Regards,
Mat

#12 JeffGNA

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Posted 06 November 2007 - 08:44 AM

My SmartFTP install is suffering the same.

The runtime error seems to occur only after I've closed a SmartFTP session with a local browser window still open, looking at a PC across my local network at the time of the close. The error doesn't occur if my local browser was viewing the machine carrying the install.

A fix would be helpful, but in the meantime, closing the local browser before shutting down SmartFTP may avoid the error.

Jeff

#13 mb

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Posted 06 November 2007 - 03:15 PM

Hello Jeff ..

Thank you for your post. What operating system are you using?
Can you send a screenshot from SmartFTP right before you close it?
I tried to reproduce this with a shared network drive on Windows XP and Windows Vista but with no sucess.
Regards,
Mat

#14 al_mathews

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Posted 11 November 2007 - 01:56 AM

I have taken this issue one step further. I am able to reproduce it on my installation and in my case the offending reg key is:

HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0\Settings\Interface\Workspace Manager\Tabbed\Default\Workspace\1\0 --> location

This is the local folder pointer for the workspace layout. It is binary data and if deleted or just change binary value to '00 00' will allow SmartFtp to load normally. The only setting lost is the local folder location and it will default to your Desktop. Hopefully this will help identify the root cause. I am including the crash dump for this failure, maybe that will provide a complete picture.


Here is the key and dump info:

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\SmartFTP]

[HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0]

[HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0\Settings\Interface\Workspace Manager\Tabbed\Default\Workspace\1\0]
"CommandTargetId"="{9EA10E5E-17FA-4EEB-BA6D-929452992BEA}"
"Location"=hex:14,00,1f,50,e0,4f,d0,20,ea,3a,69,10,a2,d8,08,00,2b,30,30,9d,19,\
00,2f,44,3a,5c,00,00,00,00,00,00,00,00,00,00,00,00,00,00,00,00,00,00,00,5c,\
00,31,00,00,00,00,00,f9,36,8c,66,31,00,50,52,4f,47,52,41,7e,31,00,00,44,00,\
07,00,04,00,ef,be,e5,2e,a1,b1,f9,36,8c,66,26,00,00,00,36,0e,00,00,00,00,01,\
00,00,00,00,00,00,00,00,00,00,00,50,00,72,00,6f,00,67,00,72,00,61,00,6d,00,\
20,00,46,00,69,00,6c,00,65,00,73,00,00,00,18,00,5a,00,31,00,00,00,00,00,5b,\
32,06,7a,10,00,41,50,41,43,48,45,7e,31,00,00,42,00,07,00,04,00,ef,be,50,31,\
ad,aa,e4,36,7d,0d,26,00,00,00,a0,a0,03,00,00,00,26,9f,00,00,00,00,00,00,00,\
00,00,00,41,00,70,00,61,00,63,00,68,00,65,00,20,00,47,00,72,00,6f,00,75,00,\
70,00,00,00,18,00,4e,00,31,00,00,00,00,00,a5,36,58,1e,10,00,41,70,61,63,68,\
65,32,00,38,00,07,00,04,00,ef,be,50,31,ad,aa,e4,36,cc,0c,26,00,00,00,a1,a0,\
03,00,00,00,07,00,00,00,00,00,00,00,00,00,00,00,41,00,70,00,61,00,63,00,68,\
00,65,00,32,00,00,00,16,00,4c,00,31,00,00,00,00,00,fa,36,b3,15,10,00,68,74,\
64,6f,63,73,00,00,36,00,07,00,04,00,ef,be,33,36,31,29,fa,36,b3,15,26,00,00,\
00,c5,79,04,00,00,00,0d,00,00,00,00,00,00,00,00,00,00,00,68,00,74,00,64,00,\
6f,00,63,00,73,00,00,00,16,00,5c,00,31,00,00,00,00,00,28,37,56,0a,10,00,49,\
54,53,46,55,4e,7e,31,00,00,44,00,07,00,04,00,ef,be,33,36,34,2f,28,37,56,0a,\
26,00,00,00,ba,dd,07,00,00,00,11,00,00,00,00,00,00,00,00,00,00,00,69,00,74,\
00,73,00,66,00,75,00,6e,00,74,00,6f,00,73,00,68,00,61,00,72,00,65,00,00,00,\
18,00,58,00,31,00,00,00,00,00,17,37,6e,15,10,00,50,55,42,4c,49,43,7e,31,00,\
00,40,00,07,00,04,00,ef,be,13,37,24,79,17,37,6e,15,26,00,00,00,18,a8,07,00,\
00,00,9f,17,00,00,00,00,00,00,00,00,00,00,70,00,75,00,62,00,6c,00,69,00,63,\
00,5f,00,68,00,74,00,6d,00,6c,00,00,00,18,00,56,00,31,00,00,00,00,00,2f,37,\
da,1c,30,00,50,48,50,47,45,44,7e,31,00,00,3e,00,07,00,04,00,ef,be,03,37,b8,\
92,2f,37,da,1c,26,00,00,00,64,ad,08,00,00,00,09,00,00,00,00,00,00,00,00,00,\
00,00,50,00,68,00,70,00,47,00,65,00,64,00,56,00,69,00,65,00,77,00,00,00,18,\
00,4c,00,31,00,00,00,00,00,16,37,b6,18,10,00,69,6d,61,67,65,73,00,00,36,00,\
07,00,04,00,ef,be,03,37,ad,92,16,37,b6,18,26,00,00,00,62,ae,08,00,00,00,02,\
00,00,00,00,00,00,00,00,00,00,00,69,00,6d,00,61,00,67,00,65,00,73,00,00,00,\
16,00,00,00
"Class"="CLocalBrowserChildFrame"

Crash Dump info:

Problem signature:
Problem Event Name: APPCRASH
Application Name: SmartFTP.exe
Application Version: 2.5.1008.3
Application Timestamp: 4725947f
Fault Module Name: SmartFTP.exe
Fault Module Version: 2.5.1008.3
Fault Module Timestamp: 4725947f
Exception Code: 40000015
Exception Offset: 001f7139
OS Version: 6.0.6000.2.0.0.256.1
Locale ID: 1033
Additional Information 1: 0141
Additional Information 2: be84317e10b33c8ae8e2196a54d407de
Additional Information 3: e93e
Additional Information 4: 81a13bdb8153eac33c6220fe17d83390


Thanks,
Al


I have sent the dump to Microsoft a couple of times. I'll send it again. Here is the crash dialog:

Problem signature:
Problem Event Name: APPCRASH
Application Name: SmartFTP.exe
Application Version: 2.5.1008.3
Application Timestamp: 4725947f
Fault Module Name: SmartFTP.exe
Fault Module Version: 2.5.1008.3
Fault Module Timestamp: 4725947f
Exception Code: 40000015
Exception Offset: 001f7139
OS Version: 6.0.6000.2.0.0.256.1
Locale ID: 1033
Additional Information 1: 0141
Additional Information 2: be84317e10b33c8ae8e2196a54d407de
Additional Information 3: e93e
Additional Information 4: 81a13bdb8153eac33c6220fe17d83390

I tried to delete the ShellViewState Key like you suggested but it didn't work the app still crashes. Deleting the location key mentioned in former post does still work everytime.

Al

#15 mb

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Posted 11 November 2007 - 02:02 AM

Hello Al ..

Please upgrade to the latest version and try again:
http://www.smartftp....get/SFTPMSI.exe

While sending the crash dumps to Microsoft helps we do not always receive them (for whatever reason unknown to us). If the crashes happens again please send the crash dump (.dmp file) to one of our email addresses. The crash summary by itself is not much use to us.

Regards
Mat
SmartFTP

#16 Chuck Adkins

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Posted 15 November 2007 - 06:03 AM

that doesn't help. I tried.

try fixing the problem, instead of passing the buck... sheesh! <_<

#17 Chuck Adkins

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Posted 15 November 2007 - 06:05 AM

Hello ..

We cannot fix the bug because we are unable to reproduce it here. The only fix is to delete the registry key at:
HKEY_CURRENT_USER\Software\SmartFTP\Client 2.0

Regards,
Mat


tried that, won't let me delete it, and yes, I have admin access on my laptop.. <_<

#18 Chuck Adkins

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Posted 15 November 2007 - 06:25 AM

Still doing it gang, even after deleting key, using registry editor, because minute you save your info, it does it again...

here's the dump:

Problem signature:
Problem Event Name: APPCRASH
Application Name: SmartFTP.exe
Application Version: 2.5.1008.2
Application Timestamp: 4723d83d
Fault Module Name: SmartFTP.exe
Fault Module Version: 2.5.1008.2
Fault Module Timestamp: 4723d83d
Exception Code: 40000015
Exception Offset: 001f6d19
OS Version: 6.0.6000.2.0.0.768.2
Locale ID: 1033
Additional Information 1: 0141
Additional Information 2: be84317e10b33c8ae8e2196a54d407de
Additional Information 3: a7e5
Additional Information 4: e8655df77ccc6b1df79fd419636f454f


just letting you know. <_<

#19 Chuck Adkins

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Posted 15 November 2007 - 06:26 AM

and before you ask, I updated to the so-called newest version that was posted in here.

it's still broke...

<_<

#20 mb

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Posted 15 November 2007 - 06:47 AM

You are not using the newest version. Please install it from:
http://www.smartftp....get/SFTPNSI.exe