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FTP Voyager Crashing

bhrllc_cormier

I have multiple users getting this crash in FTP Voyager:

Faulting application name: FTP Voyager.exe, version: 16.2.0.328, time stamp: 0x542c320b

Faulting module name: SHELL32.dll, version: 10.0.17134.1, time stamp: 0x75c40783

Exception code: 0xc0000005

Fault offset: 0x0000000000053dc4

Faulting process id: 0x1f04

Faulting application start time: 0x01d480400b074d8c

Faulting application path: C:\Program Files\RhinoSoft\FTP Voyager\FTP Voyager.exe

Faulting module path: C:\windows\System32\SHELL32.dll

Report Id: 23c7bee2-035f-4439-aa16-24dd8572198b

Faulting package full name:

Faulting package-relative application ID:

The users are on Win 10x64 ver 1803 build 17134.

Voyager launches without an issue. Once in it, users can connect to different site profiles. As they are browsing folders, the application randomly crashes, usually while waiting for a folder to load. It happens on multiple folders and does not always crash.

Does anyone have an idea what may be causing it?

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Accepted answers

All comments

bshopp

Not aware of this report from other folks, but thank you for sharing the event details, the engineering team can take a look and see if they can determine anything. Is this only happening on one machine or is this happening on multiple machines within your environment?

bhrllc_cormier

This is happening on multiple machines. They are clean installs too, but I don't hear it on every machine, most users don't have a problem.

Here is similar crashes on a different user: I noticed they have a lot of DLL related files, and both users share SHELL32.dll in their error.

Faulting application name: FTP Voyager.exe, version: 16.2.0.328, time stamp: 0x542c320b

Faulting module name: appresolver.dll, version: 10.0.17134.1, time stamp: 0xb94598cb

Exception code: 0xc0000005

Fault offset: 0x00000000000252e4

Faulting process id: 0xf54

Faulting application start time: 0x01d481ad7f932b00

Faulting application path: C:\Program Files\RhinoSoft\FTP Voyager\FTP Voyager.exe

Faulting module path: C:\Windows\System32\appresolver.dll

Report Id: d99fce66-ff7b-4f7d-a402-c0e8b525931d

Faulting package full name:

Faulting package-relative application ID:

Faulting application name: FTP Voyager.exe, version: 16.2.0.328, time stamp: 0x542c320b

Faulting module name: ntdll.dll, version: 10.0.17134.1, time stamp: 0x207580e2

Exception code: 0xc0000374

Fault offset: 0x00000000000f4eeb

Faulting process id: 0x2194

Faulting application start time: 0x01d481acf1bf7561

Faulting application path: C:\Program Files\RhinoSoft\FTP Voyager\FTP Voyager.exe

Faulting module path: C:\windows\SYSTEM32\ntdll.dll

Report Id: 9856d651-4fa1-4963-bc2a-5e54dd2a01a5

Faulting package full name:

Faulting package-relative application ID:

Faulting application name: FTP Voyager.exe, version: 16.2.0.328, time stamp: 0x542c320b

Faulting module name: SHELL32.dll, version: 10.0.17134.1, time stamp: 0x75c40783

Exception code: 0xc0000005

Fault offset: 0x0000000000053dc4

Faulting process id: 0xb44

Faulting application start time: 0x01d481ac3ceeb41f

Faulting application path: C:\Program Files\RhinoSoft\FTP Voyager\FTP Voyager.exe

Faulting module path: C:\windows\System32\SHELL32.dll

Report Id: a4e48455-44a7-4d5d-a487-9f0632c1c7c4

Faulting package full name:

Faulting package-relative application ID:

bshopp

Just doing some Google searches on the fault and errors and seeing others reporting similar issues with Windows 10 and various applications, meaning not users of FTP Voyager. Just a few examples:

[SOLVED] Windows 10 File explorer crashes

explorer.exe crashing due to windows.storage.dll - Microsoft Community

Besides being on Windows 10 and having FTP Voyager installed, are there any other points in common to these machines?

bhrllc_cormier

Well, they're all on the same domain.

Hardware wise they are all Lenovo ThinkCentre mM600's, M700's, or M73's. They are all the same base image as well (well different image for each model type).

They have very little software installed to start out with, just Standard Office 2016, AV software, and a few other apps for business need.

I have verified the issue across at least 6 different machines at this point, and most point to a shell32.dll error upon crash. Users also report it mostly occurs when they click a certain window, that points to the local folders. Or, it happens while they are transferring files to the FTP

there is never an error in the Voyager log itself. Is there a way to get advanced debugging on Voyager?

bhrllc_cormier

bshopp

The file/directory path isn't even 150 characters so it looks like that isn't the problem.

Here is more info I just gathered:

For 1 user, it crashes when accessing a network shared drive. The drive will sometimes open in Voyager with Local Browser, but sometimes it crashes Voyager as soon as she double clicks it. There are about 4,400 items in that particular drive.

She can always get to the shared drive via her File Explorer, though without issue (meaning it isn't due to the drive disconnecting or anything like that).

She can also copy files in voyager from the directory she uses in Voyager > File Explorer directly via drag and drop without causing it to crash.

bshopp

Interesting. Let me see if I can get the location for Serv-U logs to see if there is anything in there that could be useful

bhrllc_cormier

okay.

We have users also saying it crashes on loading.

Here is one event log error for that:

Faulting application name: FTP Voyager.exe, version: 16.2.0.328, time stamp: 0x542c320b

Faulting module name: ntdll.dll, version: 10.0.17134.376, time stamp: 0x60d78cf9

Exception code: 0xc0150010

Fault offset: 0x00000000000af1f6

Faulting process id: 0x1078

Faulting application start time: 0x01d487286d920c05

Faulting application path: C:\Program Files\RhinoSoft\FTP Voyager\FTP Voyager.exe

Faulting module path: C:\windows\SYSTEM32\ntdll.dll

Report Id: 1ecfe3e9-4124-47a8-b2bd-2145adbdfafc

Faulting package full name:

Faulting package-relative application ID:

Faulting application name: FTP Voyager.exe, version: 16.2.0.328, time stamp: 0x542c320b

Faulting module name: FTP Voyager.exe, version: 16.2.0.328, time stamp: 0x542c320b

Exception code: 0xc0000005

Fault offset: 0x0000000000042f6d

Faulting process id: 0x1078

Faulting application start time: 0x01d487286d920c05

Faulting application path: C:\Program Files\RhinoSoft\FTP Voyager\FTP Voyager.exe

Faulting module path: C:\Program Files\RhinoSoft\FTP Voyager\FTP Voyager.exe

Report Id: 78ea4029-bdf9-4495-af12-f7c0f1fac873

Faulting package full name:

Faulting package-relative application ID: