SU Checkup installation test program freezes at dialog:
“System Information”
“Refreshing System Information”
“Windows Error Reporting”
Dialog says window will close and a solution may be offered. However, no solution ever appears and the above “Error Reporting” message is not found on the help page.
Next:
Downloaded SketchUp Make 2017, installation completed but SU wouldn’t start. Uninstalled SU2017, and manually ran sketchupmake-en-x64.exe and again SU installed but won’t start.
AutoCAD 2017 runs well on this computer, as did SU 2016.
Windows 7, Internet Explorer 11
try if updating the graphics driver helps… if not you’re probaly lost because disabling the hardware acceleration (= OpenGL) is not possible in SU 2017 anymore.
Thanks for navigating me around. I have added my graphics card ID to my profile.
The card is: Intel (R) HD Graphics 4400 and the driver is current.
As per your instructions, I have arrived at "AppCrash_SketchUp.exe followed by a string of numbers. I assume the three dots stood for the numbers. However there were no further instructions. Taking a guess, I double clicked on this item which shows a file, “Report.wer”. Windows 7 does not recognize this file type, but a simple text editor allowed me to look at the contents. Certainly this is valid information, but I do not know how to interpret them.
A question - What is the purpose of the Sketchup-checkup software if not to give the user a clue as to the problem encountered?
Assuming I have done everything right so far, now what?
Thanks!
What you saw is indicating that the checkup program itself crashed! The log file is windows report on why, not the intended output of checkup. As such it is quite technical and geared toward OS experts.
@1arch, with all the changes made to SU17, you computer may not be able to run SU17. If you care to attach the Checkup crash files here, someone can examine them.
I am having the exact same issue as 1arch, right down to also having the same video card. I can’t open SU2017, and the checkup program crashes in exactly the same way. Here’s the text in the .wer file for the checkup program:
Version=1
EventType=APPCRASH
EventTime=131234830727795539
ReportType=2
Consent=1
UploadTime=131234830729525034
ReportIdentifier=59581b39-a955-11e6-82bd-7c7a91b42ddb
IntegratorReportIdentifier=59581b38-a955-11e6-82bd-7c7a91b42ddb
NsAppName=SystemCheckup.exe
Response.BucketId=4a794eb9a36ceb1ae70116cc31caa210
Response.BucketTable=4
Response.LegacyBucketId=120614807572
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=SystemCheckup.exe
Sig[1].Name=Application Version
Sig[1].Value=17.1.0.0
Sig[2].Name=Application Timestamp
Sig[2].Value=5818f6b3
Sig[3].Name=Fault Module Name
Sig[3].Value=ig75icd64.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=10.18.10.3496
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=5319f0ea
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=00000000000378e4
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.3.9600.2.0.0.768.101
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=24d9
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=24d9f98deb8d9ed7f920d9a725cd6c48
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=3135
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=3135015cc9e63cf9880f3f08977ca4cf
UI[2]=C:\Program Files\SketchUp\SketchUp 2017\SystemCheckup.exe
UI[3]=SketchUp Checkup has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files\SketchUp\SketchUp 2017\SystemCheckup.exe
LoadedModule[1]=C:\windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\windows\system32\KERNEL32.DLL
LoadedModule[3]=C:\windows\system32\KERNELBASE.dll
LoadedModule[4]=C:\windows\SYSTEM32\VERSION.dll
LoadedModule[5]=C:\windows\SYSTEM32\OPENGL32.dll
LoadedModule[6]=C:\windows\SYSTEM32\MSVCP140.dll
LoadedModule[7]=C:\windows\SYSTEM32\mfc140u.dll
LoadedModule[8]=C:\windows\system32\USER32.dll
LoadedModule[9]=C:\windows\system32\GDI32.dll
LoadedModule[10]=C:\windows\system32\ADVAPI32.dll
LoadedModule[11]=C:\windows\system32\SHELL32.dll
LoadedModule[12]=C:\windows\system32\ole32.dll
LoadedModule[13]=C:\windows\WinSxS\amd64_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.9600.18470_none_9331b0df474a1995\gdiplus.dll
LoadedModule[14]=C:\windows\SYSTEM32\VCRUNTIME140.dll
LoadedModule[15]=C:\windows\SYSTEM32\api-ms-win-crt-heap-l1-1-0.dll
LoadedModule[16]=C:\windows\SYSTEM32\api-ms-win-crt-runtime-l1-1-0.dll
LoadedModule[17]=C:\windows\SYSTEM32\api-ms-win-crt-convert-l1-1-0.dll
LoadedModule[18]=C:\windows\SYSTEM32\api-ms-win-crt-string-l1-1-0.dll
LoadedModule[19]=C:\windows\SYSTEM32\api-ms-win-crt-stdio-l1-1-0.dll
LoadedModule[20]=C:\windows\SYSTEM32\api-ms-win-crt-time-l1-1-0.dll
LoadedModule[21]=C:\windows\SYSTEM32\api-ms-win-crt-locale-l1-1-0.dll
LoadedModule[22]=C:\windows\SYSTEM32\api-ms-win-crt-math-l1-1-0.dll
LoadedModule[23]=C:\windows\SYSTEM32\api-ms-win-crt-filesystem-l1-1-0.dll
LoadedModule[24]=C:\windows\SYSTEM32\api-ms-win-crt-environment-l1-1-0.dll
LoadedModule[25]=C:\windows\SYSTEM32\api-ms-win-crt-utility-l1-1-0.dll
LoadedModule[26]=C:\windows\system32\msvcrt.dll
LoadedModule[27]=C:\windows\SYSTEM32\GLU32.dll
LoadedModule[28]=C:\windows\SYSTEM32\DDRAW.dll
LoadedModule[29]=C:\windows\SYSTEM32\api-ms-win-crt-multibyte-l1-1-0.dll
LoadedModule[30]=C:\windows\system32\OLEAUT32.dll
LoadedModule[31]=C:\windows\system32\SHLWAPI.dll
LoadedModule[32]=C:\windows\system32\IMM32.dll
LoadedModule[33]=C:\windows\SYSTEM32\UxTheme.dll
LoadedModule[34]=C:\windows\SYSTEM32\sechost.dll
LoadedModule[35]=C:\windows\system32\RPCRT4.dll
LoadedModule[36]=C:\windows\SYSTEM32\combase.dll
LoadedModule[37]=C:\windows\SYSTEM32\DCIMAN32.dll
LoadedModule[38]=C:\windows\system32\MSCTF.dll
LoadedModule[39]=C:\windows\system32\SspiCli.dll
LoadedModule[40]=C:\windows\SYSTEM32\ucrtbase.DLL
LoadedModule[41]=C:\windows\SYSTEM32\RICHED20.DLL
LoadedModule[42]=C:\windows\SYSTEM32\USP10.dll
LoadedModule[43]=C:\windows\SYSTEM32\msls31.dll
LoadedModule[44]=C:\windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.9600.18006_none_623f33d3ecbe86e8\Comctl32.dll
LoadedModule[45]=C:\Program Files\Common Files\microsoft shared\ink\tiptsf.dll
LoadedModule[46]=C:\windows\SYSTEM32\dwmapi.dll
LoadedModule[47]=C:\windows\SYSTEM32\kernel.appcore.dll
LoadedModule[48]=C:\windows\SYSTEM32\CRYPTBASE.dll
LoadedModule[49]=C:\windows\SYSTEM32\bcryptPrimitives.dll
LoadedModule[50]=C:\windows\SYSTEM32\oleacc.dll
LoadedModule[51]=C:\windows\SYSTEM32\SHCORE.dll
LoadedModule[52]=C:\windows\SYSTEM32\clbcatq.dll
LoadedModule[53]=C:\windows\SYSTEM32\ig75icd64.dll
LoadedModule[54]=C:\windows\SYSTEM32\igdusc64.dll
LoadedModule[55]=C:\windows\SYSTEM32\powrprof.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=SketchUp Checkup
AppPath=C:\Program Files\SketchUp\SketchUp 2017\SystemCheckup.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=8EC19B817D00496EFCB9AB4C6043EC49
You have coached me to read your “quite explicit instructions”. In my previous response I stated:
"As per your instructions, I have arrived at “AppCrash_SketchUp.exe followed by a string of numbers. I assume the three dots stood for the numbers.”
To expand on my above comment, in your first response to me, this was all the information that appeared on my screen: “AppCrash_SketchUp.exe…” Nothing followed the three dots. There were no “explicit instructions”. And yes, I clicked, double clicked and right clicked on the three dots thinking something else would unfold. It didn’t. Just wanted you to understand I did not purposely ignore your “instructions” and then complained about it. On the contrary, I thank you for them. And maybe the monitor of this thread needs to look into the problem associated with the three dots - often stated more clearly as “Read More”.
1Arch
As you suggested, I have renamed the “Report.wer” file to “Report.wer.txt” file and included it here: Report.wer.txt (17.0 KB)
This is my first time to use this forum, so this attempt to upload information into the thread may not be correct. If so, I will copy the contents of the “Reports.wer.txt” to another response as others have done - slstorch, for example.
Both of your machines are crashing in the same Intel OpenGL support library (DLL) used by your integrated Intel graphics driver. (Ie, drivers are seldom single files these days.)
In the report file, this is called the “Fault Module”:
“C:/Windows/System32/ig75icd64.dll”
Although each of you, are having issues with a different version:
I am not surprised, because … one of my test machines is a Toshiba Satellite i3-4005U notebook with integrated Intel HD4400 graphics, running Windows 8.1. Another of my test machines is a Toshiba Qosmio i7 notebook with integrated Intel HD4000 graphics.
During testing, I had the same startup errors, in the same driver library module.
These versions all failed for me:
10.18.10.3345 10.18.10.3412
(ADD: Also reported that 10.18.10.3355 also fails.)
This is the version that finally worked for my i3 machine:
10.18.10.4061
(The i7 Qosmio machine is not home right now, so I cannot check it.)
But there are somethings to take away - don’t rely on Windows Update to find and install the latest graphic driver for you, and as SU development moves forward, more computers may not be able to run the latest version of SU.
When manually updating graphic drivers, if the new driver isn’t working out, you can rollback the driver through the Device Manager. On the Start menu’s search program bar, type Device Manager. Click on Device Manager > Open the display adapter > .r-click on your graphic card > Properties > Driver > Rollback > OK.
Last night, I searched through the Intel Developers forum for Games and Graphics, and found reference to a fix for access violation in the OpenGL library. At that time, they (Intel gurus) were saying 10.18.10.4061 or later fixed the issue. (It was an old thread.)
So, if the Intel driver installers work with your machine, they are likely to be good. (Unless some later work caused a regression of this issue.)
The underline caveat above means that they do not work on some machines.
Much as I tried, I could not get any Intel driver installers to run normally on either of our Toshiba notebooks. The Intel driver installer detects a computer OEM driver, and exits with an error message telling the user to use a driver package from their OEM.
(I even tried to uninstall the adapter back to the standard VGA adapter like you see when first installing the OS. This had worked for me previously on a Dell notebook. Didn’t work on the Toshibas, so I just spent the time to download multiple driver versions for the Toshiba Support until I found the one that worked.)
Secondly, the Intel driver installers check the APU, and will not install on older generation processors. Some of the installers will not install for early processor generations (“Haswell”, etc.,) even if they had that graphics package. (The installer quits with some message about the machine not being compatible with the driver package.)
So, sometimes you need to look up the generation name of your processor, read the fine print on the driver package.
Or,… just try it. If it’s the wrong package, it’ll exit and tell you.
I downloaded the driver you suggested (10.18.10.4061) and during the installation I received an error message, something like it was not compatible. However, they offered another driver that I should try. That driver yielded the error message, “OS not supported”. So I am back to square one and well over my head.
I believe “catamountain” indicated that SU may have to make some program changes to address this condition since there may be several machines/graphics cards and many users that can no longer run the current edition of SU - at least I think that is generally what was said.
So, this seems like this is a dead end for me. In the future, I will be glad to explore any reasonable solution, but for now, I will probably stick with SU 2016 and wait for a solution.
Not that it makes any difference now, but I did learn the following from deep within several dialog boxes:
Computer - ACPI +64-based PC
Processor - i3 4130 CPU @ 3.4 GHz
SU will not make program changes to run on computers with OpenGL deficient graphic drivers. It’s Checkup that should improve over time to not crash. But the message Checkup will give you is the same that was worked through in this thread - your computer can run SU16 but not SU17.
Looking to the future - and any change of upgrading SU - it’s time to start thinking about upgrading your computer to one that exceeds the minimum requirements to run SU.
Your comments are probably what I will have to do - upgrade my system… again.
I did go to Dell’s site and downloaded four updated drivers from MS for Win 7 home premium. Then I tried to run the checkup utility and it failed again. I manually ran the install for SU 2017 and it went through without a hitch. However, when I double clicked the icon to start SU, the revolving arrow made about four turns and disappeared. That’s it.
So, I guess I’m done fooling with it until I get a new system. I’m just not sure I want to spring for one just so I can run SU 2017. After all, AutoCAD 2017 and SU 2016 runs great!
One final comment. I find it a bit frustrating that the software designed and built to evaluate the necessary computing requirements to run a primary program bombs and can’t tell you what requirement or requirements the computer didn’t meet! So, it is good for what?
