TurboActivate crash

Hi,We have a customer using the latest TurboActivate 4.0.9.6 on Windows 7 with the latest patch and another network adapted problem. This one we have never encountered:

1 - When running TurboActivate.exe as an administrator (or our Delphi software via TurboActivate.dll), it complains that some network adapters are disabled, then crashes with the following details:

Problem signature: Problem Event Name: APPCRASH Application Name: TurboActivate.exe Application Version: 4.0.9.6 Application Timestamp: 58e5570e Fault Module Name: TurboActivate.dll Fault Module Version: 4.0.9.6 Fault Module Timestamp: 58e56785 Exception Code: c0000005 Exception Offset: 00012320 OS Version: 6.1.7601.2.1.0.256.48 Locale ID: 1044 Additional Information 1: 0a9e Additional Information 2: 0a9e372d3b4ad19135b953a78882e789 Additional Information 3: 0a9e Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

2- When the user activates the network adapter, it starts fine.

3- But as soon as the network adapter is disabled again, it complains and crashes again, even though your documentation says that "TurboActivate remembers network adapters".

From the screenshot of the customer's computer, it looks like the problematic adapter is a Marvell Yukon 88E8057 Family PCI-E ...

Its driver have been updated to the latest version.We have also tried the following commands without success:cd C:\Windows\System32\wbemmofcomp C:\Windows\System32\wbem\NetAdapterCim.mofmofcomp C:\Windows\System32\wbem\en-US\NetAdapterCim.mfl

What could we do now ?

Thank you.

What do you mean "crashes"? Are you saying an exception? If so, handle the exception correctly (i.e. show a usable, actionable error message to your customer -- don't crash your app).

It might be a hardware fault. Or it might be something else. More information is needed. (Machine specs, product key that has been activated, customer's email, etc., etc.)

Also, tell them to disabled garbage anti-virus software (just use Windows Defender -- or whatever it's called on Windows 7 -- essential suite, or something like that)

Did you read the bug report ? Your TurboActivate.exe is crashing with an exception:

Problem signature:Problem Event Name: APPCRASHApplication Name: TurboActivate.exeApplication Version: 4.0.9.6Application Timestamp: 58e5570eFault Module Name: TurboActivate.dllFault Module Version: 4.0.9.6Fault Module Timestamp: 58e56785Exception Code: c0000005Exception Offset: 00012320OS Version: 6.1.7601.2.1.0.256.48Locale ID: 1044Additional Information 1: 0a9eAdditional Information 2: 0a9e372d3b4ad19135b953a78882e789Additional Information 3: 0a9eAdditional Information 4: 0a9e372d3b4ad19135b953a78882e789

Ok. The other information is needed too. If theyre using the latest version (which according to the metadata they are) then they should not be experiencing a crash. So either they have a virus or they have faulty hardware. Have they tried updating the bios?

Also, provide the other information I requested.

I won't tell a customer to change its anti-virus software and even less to update a bios (which can be a difficult and potentially problematic task) due to a faulty licensing system.As they correctly point out, they have hundreds of software working perfectly fine and only your solution is problematic and crashes. As you said it yourself before, TurboActivate.exe should just "handle the exception correctly"!

In any ways, as a software developer, I understand that this is not always as easy as it seems so I hope that we will be able to help this specific customer and enhance your product at the same time.

How can we do that as effectively and rapidly as possible ?

- What exact information do you need from the customer ? Please provide a list so that we do not have to trouble him with back and forth e-mails- Do you have a debug version of TurboActivate.exe which could collect additional information and help you handle this crash ?- Where can I contact you to send you sensitive information about this: serial number, customer e-mail...

Thanks.

>> "- What exact information do you need from the customer ? Please provide a list so that we do not have to trouble him with back and forth e-mails"

https://wyday.com/limelm/help/faq/#useful-reports

>> "- Do you have a debug version of TurboActivate.exe which could collect additional information and help you handle this crash ?"

No. And we have zero reported crashes with the latest version of TurboActivate (4.0.9.6), which has been used across millions of devices world-wide. Hence, leading me to believe this is a fault in hardware. Especially for such a well-tread code-path (checking if the customer is activated).

But, we can provide you the latest build (pre-release 4.1) which fixes a number of other bugs and see if it makes a difference.

>> "- Where can I contact you to send you sensitive information about this: serial number, customer e-mail..."

https://wyday.com/contact.php: support@wyday.com

>> "I won't tell a customer to change its anti-virus software and even less to update a bios (which can be a difficult and potentially problematic task) due to a faulty licensing system."

We'll help you investigate all other avenues, but outdated bios and faulty anti-virus are a huge source crashes in apps. Updating the bios lets the computer workaround manufacturing flaws in the system (including the CPU). And updating the anti-virus lets you workaround flaws where a rogue piece of software is make other software behave in unexpected ways. Also, using a good up-to-date anti-virus lets you detect and remove most viruses that can cause crashes in apps (that wouldn't otherwise happen).

This stuff matters. And just because they *say* that this is the only piece of software that crashes doesn't actually mean what they're saying is true (we've been through exact scenarios like this before).

So:

1. Update the bios.

2. Use a good anti-virus (like the built-in, great, free Microsoft Defender / Microsoft Security Essentials). Do a full system scan.

3. Make sure the operating system is up-to-date (if they disable the Windows updates we can't help them -- they're deliberately opting out of security & bug fixes)

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