Ultimate 21 crashing exception code 0xC0000005

[MrSteveVee]

Hi chaps, anyone manage to resolve AcDsee 21 crashing on windows 10 (fully up to date) crashing with access violation code 0xC0000005 at all please? It has just started happening for no reason I can see as I was editing quite happily last night.
I have tried a Database optimise and also a complete uninstall-re-install of the software but no joy. Also disabled antivirus with no joy
The program starts ok but as soon as I try and display images, it will display a page full of thumbnails and then crash. I tried opening a blank catalog to see if my main one was corrupted but as soon as I tried to open a folder with images in it crashed again
The dump file shows all the dll in use so can post if any use but the main error is exception code 0xC0000005 the thread tried to read from or write to a virtual address for which it does not have the appropriate access.
Any thoughts at all? I also tried running under administrator privileges but that made no difference either. I wondered if the thumbnail cache location may be corrupted as it happens with a new catalog as well if anyone can remember where the cache resides
Fall back plan is a complete PC software rebuild, thats a pain as it takes all day but if all else fails thats the last resort
Dump file attached for those interested
Thanks all

Update, forgot to check the event log doh! looks like its the indexer
Faulting application name: ACDSeeIndexerUltimate14.exe, version: 14.0.1.2451, time stamp: 0x5f8e1a40
Faulting module name: ucrtbase.dll, version: 10.0.19041.789, time stamp: 0x2bd748bf
Exception code: 0xc0000005
Fault offset: 0x0000000000013a7b
Faulting process ID: 0x3b20
Faulting application start time: 0x01d8b1abdc01115d
Faulting application path: D:\Software-Installation\AcDsee\ACDSee Ultimate\14.0\ACDSeeIndexerUltimate14.exe
Faulting module path: C:\WINDOWS\System32\ucrtbase.dll
Report ID: bc14c59d-fc43-492d-939a-a2c5b1179790
Faulting package full name:
Faulting package-relative application ID:

[Greyfox]

MrSteveVee

If you were able to open ACDSee long enough to run a database optimize, then perhaps you could open ACDSee and go straight to Tools\Options
If you can get to the options, then:

(a) In Tools\Options\Manage Mode, if ACDSee's start folder is set to "Remember from previous session", then change it to start on a specific folder (one which has only a few images). If it is starting on a folder from the previous session, that folder may contain a corrupt file.

(b) In Tools\Options\ACDSee Indexer, untick any folders present in the folders to monitor area. If the problem doesn't then occur, you can re-tick the folder one at a time and perhaps isolate the issue to a particular folder.

(c) In Tools\Options\Face Detection, untick all the boxes. Perhaps the issue relates to ACDSee still processing queued face detection.

Have you run a Windows system file check - from the command line SFC /ScanNow?

The thumbnail .dbf and .fpt files are in the database folder, so if you have created a new database, it will contain a new set of those files.

[MrSteveVee]

MrSteveVee

If you were able to open ACDSee long enough to run a database optimize, then perhaps you could open ACDSee and go straight to Tools\Options
If you can get to the options, then:

(a) In Tools\Options\Manage Mode, if ACDSee's start folder is set to "Remember from previous session", then change it to start on a specific folder (one which has only a few images). If it is starting on a folder from the previous session, that folder may contain a corrupt file.

(b) In Tools\Options\ACDSee Indexer, untick any folders present in the folders to monitor area. If the problem doesn't then occur, you can re-tick the folder one at a time and perhaps isolate the issue to a particular folder.

(c) In Tools\Options\Face Detection, untick all the boxes. Perhaps the issue relates to ACDSee still processing queued face detection.

Have you run a Windows system file check - from the command line SFC /ScanNow?

The thumbnail .dbf and .fpt files are in the database folder, so if you have created a new database, it will contain a new set of those files.

Thanks Greyfox. all excellent suggestions but alas no joy. Looks like I will have to go to the fall back plan and do a complete PC rebuild. Thanks again, appreciate your time and help

[Douwevt]

I also see strange crash behaviour on a completely fresh installed PC. The photo database is on an external disk, as it is far too big to load on the internal drive of the PC, and I think this may got something to do with it. But anyway, I can do a few little steps, and then it crashes and shows an explorer window. I think there is a bug in Studio Ultimate 2022

[Greyfox]

Douwevt

Software crashes are often the result of interaction with other applications or specific hardware or driver issues.
For instance it could be a video driver issue, an issue with a 3rd party antivirus application, a corrupted or missing system file (have you run an SFC /scannow check?), a problem with system memory etc. etc.

You mentioned that your "photo database" is on an external drive. If by that you mean the ACDSee U2022 database is on an external drive, then is that drive connected, powered up and fully recognized by Windows before you open ACSee?. (When an external USB drive is powered up, and after it is "recognized" by the operating system, Windows 10 opens a File Explorer window. Perhaps that is the "explorer window" you refer to in your post.

When it crashes, what drive or folder is selected in the "explorer window"?

Are there any error messages?.
Have you noted the time of a crash, then looked at Windows Event viewer to see what events occurred at around that time?

What is your setting in Tools\Options\Manage Mode for the Default start folder. Rather than have that set to "Remember from previous session", have you tried setting it to a specific folder on a local drive that has a couple of images in the folder?.

For what it is worth I have been using ACDSee Ultimate 2022 since early October 2021 on an Intel i7-10700 Windows 10 Pro desktop in conjunction with photo collections on a number of external USB drives as well as on local drives. I use ACDSee U2022 most days, sometimes for extended periods, and it has proved to be quite reliable. (that is not to say that all of its functions are completely bug free, but it does not crash here).

I suggest you raise a support ticket at https://www.acdsee.com/en/support/form/
They may be able to arrange to remotely diagnose the problem for you.