Error msg then Shut down 1

[Parkypark]

Many users of remedy in my office are getting a Aruser.exe error then a shutdown of remedy on their machines
it seems to be intermittant.

can anyone shed some light

below is the error log I have found

Application exception occurred:
App: (pid=564)
When: 25/02/2003 @ 13:19:28.961
Exception number: c0000005 (access violation)

FAULT ->00404afc 83781400 cmp dword ptr [eax+0x14],0x0 ds:00a7d606=????????

 

[neetajc]

More information is required to troubleshoot your issue such as what platforms are the end-users on? What version of the User tool are they using? What actions are they performing in the user-tool when they encounter this exception and then the shut-down? Also what version of the ARS are you running?

 

[Parkypark]

Users are on win2k and running remedy client v5,

The users are not performing any actions in the effected remedy sessions when the shut down occurs, they are usually in their second remedy session when the first shuts down. ARs version is 5.1
cheers

 

[neetajc]

I would suggest you get the next version of the user tool downloaded from Remedy and test it on those machines that have been experiencing the crash If you are using ARS 5.1 - try to get the latest 5.1 client tool with the highest patch level. I would also, recommend maintaining the same User Tool version as the ARS version that you have implemented, and always keep up with the Patch levels.
Hope this helps,
NC

 

[Parkypark]

Thanks I will give it a try

 

[s197]

ParkyPark,

We are having the same problem. Can you tell me exactly where the error log is being generated so we can view it?

Also, do you have any updates for this problem.

 

[Parkypark]

On a w2k machice the errors can be found in C:\Documents and Settings\All Users\Documents\DrWatson\drwtsn32.log

You will need to find the last occuance of the line
Application exception occurred:
the pid value should then match aruser in the list found further down the log file.

hope that helps

I have found that upgrading the user tool to 5.1 cires the problem also.

hope that helps
cheers

 

[s197]

Thanks...I'll give that a try