| Product(s): | Promis.e, Bentley Substation | ||
| Version(s): | through 08.11.12.137 | ||
| Environment: | N\A | ||
| Area: | OS Support | ||
| Subarea: | N\A |
Error or Warning Message
Software crashes or becomes unresponsive at startup or possibly at other times. When the Application log in Window's Event Viewer (run eventvwr.exe) is examined, an Error event corresponding to the crash lists ntdll.dll as the faulting module.
Faulting application name: Substation.exe, version: 08.11.12...
Faulting module name: ntdll.dll, version: 6.1.7601.18939...
Exception code: 0xc0000374
Explanation
There are many different causes for Error events with ntdll.dll as the faulting module since it contains kernel functions and is called by many processes.
How to Avoid
First try rebooting the machine and see if that resolves the problem.
Check for other Error events in Event Viewer that occurred near the time of the crash. They may contain other, more useful information.
Reinstall promis.e or Bentley Substation as the case may be.
If any hardware was recently added, updating the related driver may resolve the problem. If it does not, and the hardware can be easily removed or disabled, try that. In one case, unplugging a particular USB device stopped the software from crashing.
If the software was previously working without this issue on the same machine, a recently updated driver may be causing the problem. Rolling back the driver version may resolve the issue. Get a list of drivers and their dates by typing driverquery into a command prompt (run cmd.exe). A possible alternative is to use Window's System Restore to return the machine to the state when the problem was not occurring.
Try limiting which drivers and startup programs load when Windows starts up to see if any are causing the crashing. See https://support.microsoft.com/en-us/kb/331796
In one case, when the workstation was connected to the network through an VoIP phone, the software would crash as Project Manager began to open. Connecting the workstation directly to the network resolved the issue. In other words, the problem could be related to the quality of the network connection.
In one case, the user advised that uninstalling Autodesk A360 Desktop resolved the issue.
The problem may actually be a corrupt ntdll.dll file. Re-imaging the machine may resolve the problem.
External Links
| Original Author: | Matt_P |