Studio randomly shuts down

Question

I'm using Studio 2017 and it randomly just shuts itself down without any warning. Poof and it's gone. 
 It doesn't happen when I'm doing a certain task in particular, just whenever it fancies apparently. 
 Can someone tell me why this may be happening and how to rectify it if possible?

Alison Field · Answer

Hi Jasmine Stolk , Katia Zanarini , Sandor Juhasz , Martin Lund , Spiros Doikas and Rafał Kwiatkowski 
 A reinstall of Windows didn't solve the problem for me but my frequent crashes in Studio 2019 were completely stopped by turning off Match Repair. It has to be turned off in Project Settings: 
 
 Most of my work these days is proofreading so I don't need Match Repair. I systematically open each translated package I receive and turn Match Repair off. 
 I realise that's not a solution for translators who need Match Repair. However, I wondered if it might be a relevant factor in the search for a solution, ? 
 I thought it might be useful to find out how many users say it works for them... 
 
 All the best, 
 Ali

Oana Nagy · Answer

Hi Alison Field , 
 I have checked the logs and I cannot see/find any current bug logged for this exact issue, so I would absolutely recommend a support ticket if this is still ongoing (after upgrading to latest version?).

Alison Field · Answer

Hi 
 A support ticket isn't enough, this is widespread. Ever since the introduction of Match Repair, it has been known by at least a few of us that turning it off stops Studio crashing. I've lost count of the amount of times I've suggested it to a user asking for help with Studio freezing/crashing and it's solved their problem. 
 It needs elevating beyond investigating a single user's setup... that's why I tried to set up a survey 3 months ago, higher up in this thread. 
 
 All the best, 
 Ali

Alison Field · Answer

Hi Naoko Jones 
 I would be pleased to but I can't log a support ticket. I don't have a PSMA (or an SDL Language Solutions Support and Maintenance Agreement as I see it's now called). I used to have one but almost never used it because I tend to be able to solve my own problems. I've been using the products since they were launched, I'm a beta tester and I love troubleshooting my problems and other people's, if and when I have time. 
 Also, this problem seems impossible to pin down. The crashing is spasmodic, it doesn't happen every day with every project. A help engineer during one remote session would almost certainly not encounter a crash. 
 I could run the software until it crashes so that I can make a copy of the stack trace but it is much easier to use the solution I know will work, to avoid the crashes in the first place. Namely, I have Match Repair, LookAhead and Fragment Matches all turned off under File>Options and/or in Project Settings as a matter of course. I also stopped using the web lookup plugin. 
 All of this added up to two positive effects. Firstly it prevented the frequent crashes I was experiencing. Secondly, it also solved the problem of Studio being ridiculously slow with some jobs. Thus, that's how I work unless I really need to turn the functionality on, which I only do when I'm translating. I work mostly proofreading / reviewing technical translations in Studio so those features are not necessary for me until I get a translation job to do. 
 I work well with this setup. I would love to help find a solution to the problems that turning these features off solves, which I why I set up a poll to find out if many others also experience the same as I do. However, I can only log a request for support if I have a licensing problem or an installation problem... 
 I understand what you say about JIRA (though I had to look it up to find out what JIRA is) but unless you can give me a way of logging a support ticket without signing up to a PSMA, I simply can't do it... 
 Thank you for your message, I'd love to be able to take this further and would be happy to let someone look at my PC remotely if there's a way I can help solve this issue... 
 All the best 
 Ali

Oana Nagy · Answer

Hello 
 We are not trying to say that Match Repair is not at fault somehow, but it is difficult to pinpoint an issue when this affects a limited (that we are aware of) amount of users. 
 A number of users who have contributed to this thread, also contacted support (who then performed a remote WebEx support session). 
 The results were, that in one case there was an issue with the installed .NET. In two further cases the issue lag with an OS that was not updated and either an update or reinstall seems to have solved the problem. A further case saw a conflict with a plug-in. 
 Other logged cases with support were resolved when full admin rights were made available to the user. 
 We do not know at this stage if the users are still using Match Repair or not- so we can only assume the issue is fixed and would invite @ Spiros Doikas and @ Alison Field to log a ticket (referencing this thread). 
 Anything we can do to try and get to the bottom of this is surely going to be welcome from all involved.

Oana Nagy · Answer

Hello Luca Tutino , 
 This thread is now 2 years old and as you can see, there are few cases reported. 
 It is extremely difficult for us to fix something when we aren't sure what exactly triggers the shut down and cannot replicate the behavior. 
 As you have stated, you have migrated from W7 to W10 so its quite possible that not everything has been updated. 
 Running the updates in Windows often requires more than one attempt. 
 Here is a useful Community Wiki on updating and troubleshooting 
 https://community.sdl.com/product-groups/translationproductivity/w/customer-experience/3392/how-to-part-1-trouble-shoot-unexplained-errors-and-unwanted-behaviour-in-studio-multiterm Parts 1 &2 
 If the problem still persists, please let us have the Windows log files as this could shed light on the issue and where there is a possible conflict.

Oana Nagy · Answer

Hello Jasmine Stolk (JasmineStolk) , 
 Do you get any error messages at all prior to the shut down? 
 Is Studio still running in the task bar? 
 
 When Studio simply crashes without warning, this is normally down to a conflict somewhere. Most often to do with your AntiVirus program. 
 I would try first closing down all apps you have running, then disable your AntiVirus software (you may need to google how to do this for your provider). 
 Then run a Studio repair - 
 
 Now add Studio/Multiterm to your AntiVirus 'whitelist' and restart your machine. 
 Let me know if this resolves the issue.

Oana Nagy · Answer

Hello Katia Zanarini , 
 If this was a general problem, I think we would be seeing far more incidences of the issue reported, so at this stage I do still think these are isolated local issues. 
 Katia Zanarini said: I don't think it is a matter of antivirus as I have the same problem on two different computers with two different antiviruses and OS. 
 AntiVirus programs are constantly being updated with new definitions, which can often provide 'false negative' results in many situations. 
 Also, although the name of the AV's may be different, they may still originate from the same provider. Therefore, I really suggest that you add Studio to the AV white list and make sure you don't have multiple AV's installed. Then if the problem persists, we can start to look deeper into what may be causing the issue.

Oana Nagy · Answer

Thanks Sandor Juhasz , 
 
Thanks for the info- most useful. 
 
Did you upload the PDF direct into Studio or do the conversion before importing? 
Which language pairs do you work on? Maybe the problem lies with here (just guessing at this stage). 
 
Would you be able to share one of these files (PDF) with me (swhale@sdl.com) so that I can try and replicate the issue please.

Oana Nagy · Answer

Hello Sandor Juhasz Katia Zanarini 
 First of all I was not able to replicate the issues described above and cannot get Studio to crash. 
 However, thank you Katia for sending me the log files. These are a great help. 
 All though you sent a screen shot and i cannot read all the errors I am almost sure the same error will be in each of them- 
 
 You could first try running a Studio repair which fixes a multitude of issues. 
 If this fails, then the following should help fix the DLL issues- There are a number of fixes described 
 https://www.infopackets.com/news/9805/how-fix-ntdlldll-error-definitive-guideAlso running a repair 
 
 Please let me know how you get on.

Oana Nagy · Answer

Hello Sandor Juhasz , 
 
I have had a look at another customers log files who is experiencing similar issues - but cannot pinpoint exactly what is causing this. Therefore, could you please log a free licensing and installation ticket via your SDL account please. 
The support department should be able to finally resolve this. 
It would be appreaciated if you could post the resolution here in the community as this is certainly a strange situation.

Oana Nagy · Answer

Hello Sandor Juhasz Katia Zanarini , 
 
Just wanted to update on my previous replies- After talking to our support team, other unexpected crashes in Windows 10 have been down to 'out of the box' installtions of Windows 10- ie these have not been properly updated (updates not installed). 
So it might be worth running a full Windows update and ensuring the updates are actually installed. 
Should you have problems with the updates- please check the following MicroSoft article- 
 support.microsoft.com/.../fix-windows-update-errors

Oana Nagy · Answer

Hi Katia Zanarini , 
 
Great news- thanks for letting me know.

Oana Nagy · Answer

Hello Katia Zanarini 
 
Just when we think the problem is resolved..... 
Have you logged a support ticket? We really need to get this resolved once and for all.

Oana Nagy · Answer

Hello Martin Lund 
 Unfortunately I have not been able to find a lasting solution to this issue yet- 
 so please feel free to log a free licensing and installation ticket via your account (Support/Licensing and Installation)- 
 
 If you could post the solution into this thread- this will help those with similar issues.

Oana Nagy · Answer

Hello Martin Lund , 
 
Thanks for the update- I am sure others will be helped.

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Studio randomly shuts down

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