Knowledge Base Article: 32bit Edition of HelpMaster Desktop Crashes When Installed on a 64bit Version of Windows

32bit Edition of HelpMaster Desktop Crashes When Installed on a 64bit Version of Windows

Known error:3

32bit Edition HelpMaster Desktop Crashes When Installed 64bit Version Windows e0434f4d APPCRASH HMP.Desktop.exe KERNELBASE.dll Crash Hang Hangs Dies Fails Failed Start Dead

HelpMaster > Desktop > Error\Bug

Known error

10/31/2012 9:51:52 AM

12/17/2015 10:54:15 AM

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Applies to

HelpMaster v12.x

Summary

After installing the 32bit edition of the HelpMaster Desktop application onto a 64 bit version of Windows, upon launching HelpMaster it unexpectedly crashes. This is a known issue caused by the installation of the 64bit version of "SAP Crystal Reports runtime engine for .Net Framework 4 (64-bit)". This component may be installed by the executable (only the *.exe installer of HelpMaster deploys the Crystal Reports Runtime components) 64bit edition of HelpMaster, or by another application that utilises the same runtime engine.

Symptoms

When you launch HelpMaster the following Windows error dialogue appears;

[image]

When viewing the problem details the following information is returned;

Problem signature:

Problem Event Name: APPCRASH

Application Name: HMP.Desktop.exe

Application Version: 12.9.19.229

Application Timestamp: 50595652

Fault Module Name: KERNELBASE.dll

Fault Module Version: 6.1.7601.17651

Fault Module Timestamp: 4e211319

Exception Code: e0434f4d

Exception Offset: 0000b9bc

OS Version: 6.1.7601.2.1.0.256.48

Locale ID: 3081

 

Resolution

Currently the only solution available is to uninstall the "SAP Crystal Reports runtime engine for .Net Framework 4 (64-bit)" from "Programs & Features". If reporting functionality is required you can safely install "SAP Crystal Reports runtime engine for .Net Framework 4 (32-bit)", note that this is the 32bit version of the same component.

Further Information

There are other causes that produce exactly the same symptoms so if "SAP Crystal Reports runtime engine for .Net Framework 4 (64-bit)" doesn't exist in "Programs & Features" then please contact PRD Support for further assistance.