UR crashes

[yfuser]

Hi,

I have been using UR for long and my current version is 6.1. I am using Windows 10.

I really want to keep using it, but more and more I am complaining about UR crash. I do not have a good pattern to describe. Usually when I try to do something (add a new line to a document in today's case), it crashes. The document text is not new, I am just adding a line to it and I have been updating it many times, now today three times in a row when I try to add a line, it closes. open, do the same thing, close. Three times. Now I am not editing that document. This is just one example. It happened other times with probably different scenarios. A workaround is that once that happen, I go to delete that document directly and save. then I can keep using.

But, this really bothers me. I couldn't just share the whole file to you to debug. It's huge and contains personal information. So I really don't have good example to provide for you to troubleshoot.

Thanks,
yf

[kinook]

https://www.kinook.com/Forum/showthread.php?t=2853

[yfuser]

Hi,

Thank you for prompt reply!

I have followed your links and updated the DLLs from
v15.0.4420.1017 (installed with Office 2013)

to
v16.0.11929.20048 (installed with Office 2016)

Still same error. However, I managed to re-create the issue with a very small data file. I can send to you and describe the steps, is that ok?

Thank you!
yf

[yfuser]

Hi,

I have sent the test database and steps to support@kinook.com.

Let me know if you don't get it.

Thanks,
yf

[kinook]

Unable to reproduce with

Ultra Recall Professional 6.1 (x64)
Copyright © 2004-2020 Kinook Software, Inc.
Registered to: xxx
Windows version: Windows 10 Home
Install path: C:\Program Files\UltraRecall
HRW15.DLL version 15.0.0.1
HTW21.DLL version 21,0,0,0
MSPTLS.DLL version 16.0.11929.20048
PolarSpellChecker.dll version 4.0.5.5
RICHED20.DLL version 16.0.11929.20048
SftPrintPreview_x64_U_20.dll version 2.07
TEW26.DLL version 26.0.0.7
UltraRecall.exe version 6.1.0.1
UltraRecallX.exe version 6.1.0.1
unins000.exe version 51.52.0.0
Database filename: xxx
Database version: 4.0.1 [FTS]

https://kinook.com/Forum/showthread.php?t=3038

[yfuser]

I found my computer has both 32 bit and 64 bit installed. So I uninstalled both, installed 64 bit, has file crash issue, I updated those two office DLL files, still has issue. I uninstalled 64 bit and installed 32 bit, still have file crash issue.

I captured the info after I updated office DLL for 64 bit and default installation for 32-bit:
Ultra Recall Professional 6.1 (x64)
Copyright © 2004-2020 Kinook Software, Inc.
Registered to: xxx
Windows version: Windows 10 Enterprise
Install path: C:\Program Files\UltraRecall
HRW15.DLL version 15.0.0.1
HTW21.DLL version 21,0,0,0
msptls.dll version 16.0.11929.20048
msvcr100.dll version 10.00.40219.325
PolarSpellChecker.dll version 4.0.5.5
riched20.dll version 16.0.11929.20048
SftPrintPreview_x64_U_20.dll version 2.07
TEW26.DLL version 26.0.0.7
UltraRecall.exe version 6.1.0.1
unins000.exe version 51.52.0.0
Database filename: xxx
Database version: 4.0.1 [FTS]

Ultra Recall Professional 6.1
Copyright © 2004-2020 Kinook Software, Inc.
Registered to: xxx
Windows version: Windows 10 Enterprise
Install path: C:\Program Files (x86)\UltraRecall
hrs32.DLL version 15.0.0.1
HTS21.DLL version 21,0,0,0
PolarSpellChecker.dll version 4.0.5.5
riched20.dll version 5.50.99.2050
SftPrintPreview_IX86_U_20.dll version 2.07
TER26.DLL version 26.0.0.7
UltraRecall.exe version 6.1.0.1
unins000.exe version 51.52.0.0
Database filename: xxx
Database version: 4.0.1 [FTS]

[yfuser]

Hi,

Today actually it's worse for the test. Yesterday UR crashes after I hit Enter for new line on that document. Today whenever I mouse click on the document title "My test data", UR is not responding and I had to kill it. I tried repairing the database but it's the same. I have tried UR 6.1 32 bit, 64 bit, 64 bit portable, 6.0 32 bit, 64 bit, all the same. I used the same file I sent to support last night.

Let me know if there's anything else I can try. I will try more times to get to the stage where I can use the app (with workaround if needed).

Thanks,
yf

[cnewtonne]

I have been having same crashes when editing text & inserting images. Most repeatable is when working with tables. Regrettably, I was forced to stop using UR for my text editing needs.

There has been some talk about replacing UR with a live preview mark-down editor or some other stable editor. Hope this day comes!

Every time I insert a row in a table (place mouse cursor past the right-side border of the last row cell) & hit enter. This repeatedly crashes UR with riched20.dll versions 5, 14, 15, & 16.

I hope this helps.

Thanks

[yfuser]

Thanks for the info!

I only used table feature little in UR, mostly I use it to store text inputs, web pages and PDF files. I don't have crash in early years (before 2015), but it becomes more and more in last three years.

In addition to crash on text editor, today is another scenario, whenever I mouse click on an item on the tree, it is not responding. My guess is it has to do with some data in the documents.

[kinook]

Hi,

Today actually it's worse for the test. Yesterday UR crashes after I hit Enter for new line on that document. Today whenever I mouse click on the document title "My test data", UR is not responding and I had to kill it. I tried repairing the database but it's the same. I have tried UR 6.1 32 bit, 64 bit, 64 bit portable, 6.0 32 bit, 64 bit, all the same. I used the same file I sent to support last night.

Let me know if there's anything else I can try. I will try more times to get to the stage where I can use the app (with workaround if needed).

Thanks,
yf

This first thing I would do is close UR, delete riched20.dll from the UR install path, and restart UR. That should be stable.

Then, you could experiment with other versions that have better table and hyperlink support (if needed).

Again, see

https://kinook.com/Forum/showthread.php?t=2853

for more details.

[kinook]

Thanks for the info!

I only used table feature little in UR, mostly I use it to store text inputs, web pages and PDF files. I don't have crash in early years (before 2015), but it becomes more and more in last three years.

Nothing has changed in UR regarding text editing, this must have something to do with the version of the rich edit control you're using and/or updates to Windows. Which version of Windows are you running?

https://www.lifewire.com/what-windows-service-pack-is-installed-2626084

In addition to crash on text editor, today is another scenario, whenever I mouse click on an item on the tree, it is not responding. My guess is it has to do with some data in the documents.

Can you pare this down to something you can send to us to investigate?

https://kinook.com/Forum/showthread.php?t=3038

[yfuser]

This first thing I would do is close UR, delete riched20.dll from the UR install path, and restart UR. That should be stable.

Then, you could experiment with other versions that have better table and hyperlink support (if needed).

Again, see

https://kinook.com/Forum/showthread.php?t=2853

for more details.

I tried this. Deleting riched20.dll didn't help, whenever I click on the item, UR is not responding any more.

[kinook]

Which version of Windows are you running?

https://www.lifewire.com/what-windows-service-pack-is-installed-2626084

[yfuser]

Which version of Windows are you running?

https://www.lifewire.com/what-windows-service-pack-is-installed-2626084

Hi, it's Windows 10 Enterprise version 1903

[kinook]

Still not able to reproduce. Try one of the following:

1) Uncheck Tools | Quick Options | Spelling: Enable spell checker and restart

2) Run the 32-bit version of UR

[yfuser]

Still not able to reproduce. Try one of the following:

1) Uncheck Tools | Quick Options | Spelling: Enable spell checker and restart

2) Run the 32-bit version of UR

Wow!!! It works now! It is the spell checker.

I have tested with both 32-bit and 64-bit, no hanging any more.

Thank you!!!
yf

[kinook]

I wasn't able to reproduce the crash you described, but it could be resolved by the fixes for

https://kinook.com/Forum/showthread.php?t=5677