Neatdesk has stoped working

gkland · Mar 3, 2014

I keep getting the error message when I try to open Neatdesk on my desktop. I can get it to work on my surface pro using the same OS win 8.1. but on my desktop I get "a problem has caused the program to stop working". neat support is worthless they seem not able or will to solve the problem. Any help would be appreciated.:roll eyes (sarcasti

TomasD · Mar 3, 2014

Dear,

I assume you are using a legally downloaded version of Neatdesk, right? If so, it's really surprising The Neat cannot provide proper support for their application.

Since we are dealing with a 3rd-party application issue here, we cannot assure you we will be able to solve the issue without assistance from the vendor. Anyhow, there are few things we might check.

First, we would need some Event Logs to better understand the problem. Please perform the following steps:

Open an elevated Command Prompt by right-clicking on CMD.EXE shortcut in your start menu and selecting Run As Administrator from the context menu.

Type the following commands:

Code:

WEVTUTIL EPL System %USERPROFILE%\Desktop\System.evtx
WEVTUTIL EPL Application %USERPROFILE%\Desktop\Application.evtx

Compress all the exported Event Log files (.evtx) from your desktop to a single archive and attach it here.

Second, we would need a Process Monitor trace to better understand what exactly is happening on the system when the issue occurs. Please perform the following steps:

Download Process Monitor tool.
Extract downloaded archive to C:\ProcMon directory.
Start Process Monitor. It will begin capturing the data.
While Process Monitor is still running, try launching your application and wait until you receive the error.
Return to Process Monitor window and stop the capturing, either by pressing CTRL+E or clicking the magnifying glass icon in the toolbar.
Click CTRL+S or select File -> Save... from the menu.
Select All events under Events to save section.
Select Native Process Monitor Format (PML) under Format section.
Confirm the path the log will be saved and click OK.
Compress the PML file.
Upload the compressed file to a file sharing service (e.g. OneDrive or DropBox).
Share the download link here.

Third, we would need a crash dump for the process to know the reason it crashed. Please perform the following steps to generate one:

Download ProcDump tool.
Extract downloaded archive to C:\ProcDump directory.
Open an elevated Command Prompt by right-clicking on CMD.EXE shortcut in your start menu and selecting Run As Administrator from the context menu.
Type the following command (replace XXX with the executable name of the crashing application):
Code:
```
C:\ProcDump\ProcDump.exe -e -ma -w XXX C:\ProcDump
```
If you are not sure about the executable name, which should substitute XXX, please try the following:
Read More:
1. Right-click on the shortcut of the application you are having issues with.
2. Select Properties from the context menu.
3. Check "Target" field. What you need is between the last backslash and the dot in this field.
  For example, if you see "C:\Program Files\Company\SuperApplication.exe" value in this field, you will have to use SuperApplication for XXX in the command above.
Compress the DMP file, which was newly created in C:\ProcDump directory.
Upload the compressed file to a file sharing service (e.g. OneDrive or DropBox).
Share the download link here.

Thank you.

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Neatdesk has stoped working

gkland

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TomasD

Sysnative Staff, BSOD Kernel Dump Senior Analyst