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PD21 Crashes after 30 seconds
rkruz3 [Avatar]
Member Joined: Sep 19, 2020 10:21 Messages: 112 Offline
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Ive attached the Dxdiag.

Suddenly, after years of reliable use, PD has started to crash shortly after startup, 30 seconds. This is PD21 with no project, no media .

Just leaving it alone, doing nothing, it will crash within 30 seconds.

Ive made no changes to the PC and again I have been successfully using PD19, 20, 21 on this same laptop for a few years now....until today.

Things ive tried:
a) I installed the patch to get to the latest version and no change in behavior, still crashes. Rebooted PC and still crashes
b) Uninstalled and reinstalled PD21. Still crashes
c) Restored PD21 from 3 days old backup and still crashes.
d) Uninstalled 21 and installed PD20. Still crashes.

Any ideas to get me back on the air?

Thanks
 Filename
PD21 crash DxDiag.txt
[Disk]
 Description
 Filesize
143 Kbytes
 Downloaded:
84 time(s)
PowerDirector Moderator [Avatar]
Senior Contributor Location: New Taipei City, Taiwan Joined: Oct 18, 2016 00:25 Messages: 2104 Offline
[Post New]
Quote Ive attached the Dxdiag.

Suddenly, after years of reliable use, PD has started to crash shortly after startup, 30 seconds. This is PD21 with no project, no media .

Just leaving it alone, doing nothing, it will crash within 30 seconds.

Ive made no changes to the PC and again I have been successfully using PD19, 20, 21 on this same laptop for a few years now....until today.

Things ive tried:
a) I installed the patch to get to the latest version and no change in behavior, still crashes. Rebooted PC and still crashes
b) Uninstalled and reinstalled PD21. Still crashes
c) Restored PD21 from 3 days old backup and still crashes.
d) Uninstalled 21 and installed PD20. Still crashes.

Any ideas to get me back on the air?

Thanks


Hi,
Windows Error Report (WER) in the DxDiag show:

WER 0, 2.3.4 and 5 show an issue with DellSupportAssistRemedationService.exe
WER 6,7,8 and 9 show a LiveKernalEvent
WER 1 shows a PDR issue.

The LiveKernalEvent message usually refers to some form of hardware failure/incompatibility which may well be driver related.
It's a common reported event, with multiple possible solutions, loads of info out there on this type of issue.

The DellSupportAssistRemedationService.exe is a Dell service that scans the system for issues and reports back to Dell. Again there are a number of reported issues out there that might be worth looking at?

Since you now have problems with both PDR20 and 21, when they worked well before, it might be that some form of autoupodate of drivers or other system components has occurred?

You could try booting into safe mode and seeing if PDR works in that environment.

If you have all the installation files to hand, you could also do a complete uninstall of PDR (some folk use third party cleaners to ensure a "deep clean") and then re-install and update.

If you have a system restore image from before the issue, that might be a way to go to get back up and running?

Other members might have their own comments.

Cheers
PowerDirector Moderator


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rkruz3 [Avatar]
Member Joined: Sep 19, 2020 10:21 Messages: 112 Offline
[Post New]
Thank you, PD Moderator. Excellent tips. I very much appreciate that you read and understood my cry for help.

That said, it's working now. I dont know why, but I can describe the steps I took.

1) I restored my entire boot drive image (where PD21 is installed) to 2 days ago when PD21 was working and PD still crashed after 30 seconds.

2) Good tip on Safe Mode. PD21 worked Safe Mode and crashed in normal mode. So as you suggested, some driver update is probably the issue...not PD.

3) I uninstalled PD21, restarted the PC, and re-installed PD21, selecting the choice to NOT remember saved settings (maybe that was the key?).
And PD21 now appears to be working. I then installed the patch, and PD21 is still working.

So thank you for the help.


Using a Deep CLean 3rd party software scares me. For future reference, can you suggest a reliable Deep Clean software?

Thanks again!
rkruz3 [Avatar]
Member Joined: Sep 19, 2020 10:21 Messages: 112 Offline
[Post New]
Now Im wondering if the PD20 and 21 crashing had to do with a corrupted .wav audio file I was using.
When attempting to edit the file in PD21, it would would crash.
Perhaps, even after uninstalling and reinstalling PD21, there was some remnant left from this file causing PD to continually crash.
When I reinstalling PD as described above, I choose the option to not recover past settings and now I wonder if that was ultimately the solution.
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