RealTimeSync Crashing

Posts: 15 · JoyceAE5 28 Apr 2016, 20:05

I am running Windows 8.1 Home Edition 64-Bit with RealTimeSync starting at boot time. The build is dated Apr. 21, 2016. Every once in a while RealTimeSync shuts down on its own with no error message produced. Unless I notice that the icon is no longer in the Notification tray, my automatic backups are not being done. Is this a known issue? How can I ensure that RealTimeSync is always running?

Joyce

Posts: 15 · JoyceAE5 1 May 2016, 15:50

I just upgraded to Windows 10 and RealTimeSync is still crashing. Here is the error log from Windows 10:

Faulting application name: RealTimeSync_x64.exe, version: 8.1.0.0, time stamp: 0x5718b8dd
Faulting module name: RealTimeSync_x64.exe, version: 8.1.0.0, time stamp: 0x5718b8dd
Exception code: 0xc0000409
Fault offset: 0x000000000028a518
Faulting process id: 0x1f10
Faulting application start time: 0x01d1a399220c08b7
Faulting application path: C:\Program Files\FreeFileSync\Bin\RealTimeSync_x64.exe
Faulting module path: C:\Program Files\FreeFileSync\Bin\RealTimeSync_x64.exe
Report Id: de6f25cf-0869-40c8-90fb-9f60804f4044
Faulting package full name:
Faulting package-relative application ID:

- System

- Provider

[ Name] Application Error

- EventID 1000

[ Qualifiers] 0

Level 2

Task 100

Keywords 0x80000000000000

- TimeCreated

[ SystemTime] 2016-05-01T13:57:29.674494900Z

EventRecordID 2100

Channel Application

Computer RE-LAPTOP

Security

- EventData

RealTimeSync_x64.exe
8.1.0.0
5718b8dd
RealTimeSync_x64.exe
8.1.0.0
5718b8dd
c0000409
000000000028a518
1f10
01d1a399220c08b7
C:\Program Files\FreeFileSync\Bin\RealTimeSync_x64.exe
C:\Program Files\FreeFileSync\Bin\RealTimeSync_x64.exe
de6f25cf-0869-40c8-90fb-9f60804f4044

Posts: 15 · JoyceAE5 1 May 2016, 19:50

According to the Windows Event Viewer, this Exception Abend has happened 3 times so far today all at the same Fault Offset (0x000000000028a518). It has abended at the following times:

2016-05-01 9:57:29 AM
2016-05-01 2:22:28 PM
2016-05-01 2:52:29 PM

This problem really needs to be addressed as I cannot rely on RealTimeSync to keep my files up-to-date!!

Posts: 7211 · Zenju 3 May 2016, 11:11

The exception code 0xc0000409 (STATUS_STACK_BUFFER_OVERRUN) suggests a stack overflow. To find out what RealTimeSync was doing at this time, try to create a manual crash dump of "RealTimeSync_x64.exe":
https://freefilesync.org/faq.php#crash

If you don't see the Windows crash dialog, e.g. because you have scheduled RTS to run under a different user account, there is still a way to automatically create the dump file when RTS crashes using "procdump -e"
https://technet.microsoft.com/en-us/sysinternals/dd996900

Posts: 15 · JoyceAE5 3 May 2016, 19:36

Not sure exactly when I should be running Process Explorer. RealTimeSync has not abended so far today. Do I need to wait until an abend has occurred and then produce the dump?

Joyce

Posts: 7211 · Zenju 3 May 2016, 20:15

Do I need to wait until an abend has occurred and then produce the dump?JoyceAE5

Sure. Only the call stack from the time of the crash is relevant to analyze. Usually RTS should automatically create a dump file when crashing. I suspect that the stack overflow happens exactly within this functionality, effectively masking the real process exception.

Posts: 15 · JoyceAE5 5 May 2016, 17:50

Well there have been no crashes since May 3rd. The only thing I have really changed in Windows 10 is to turn off the 'Fast Startup' option. I don't know whether this was causing the problem or not. Also, your FAQ documents mention sending the dump to you but the documentation does not indicate where exactly these dumps are located. Can you tell me where they will be on a Windows 10 system?

Joyce

Posts: 15 · JoyceAE5 6 May 2016, 20:13

The exception code 0xc0000409 (STATUS_STACK_BUFFER_OVERRUN) suggests a stack overflow. To find out what RealTimeSync was doing at this time, try to create a manual crash dump of "RealTimeSync_x64.exe":
https://freefilesync.org/faq.php#crash

If you don't see the Windows crash dialog, e.g. because you have scheduled RTS to run under a different user account, there is still a way to automatically create the dump file when RTS crashes using "procdump -e"
https://technet.microsoft.com/en-us/sysinternals/dd996900Zenju

I tried finding the dump from RealTimeSync after it crashed again today but I couldn't find one. I am not sure where it would be created. I took a look at the ProcDump documentation but could not make head-nor-tail on how to set it up and use it. Do I run it in a CMD window? Can you provide me with more details on how to use it?

Posts: 15 · JoyceAE5 15 May 2016, 18:06

Still no response on how to get the dumps to be generated.

RealTimeSync continues to crash on me. It appears to happen when I am updating my ancestry database. While doing this I have 3 Excel spreadsheets open, Word open, PSPad open, Explorer++ open, Comodo Ice Dragon browser open along with my Roots Magic ancestry database. I need to have all of these applications open in order to keep everything in order. I am not sure which one of these applications is causing RealTimeSync to crash but I am pretty sure that it is one of them because if these applications are not running RealTimeSync seems to be okay.

RealTimeSync has been set to synchronize the Excel, Word and Comodo Ice Dragon browser every 60 seconds. I don't know if this additional information will help or not.

Joyce

Posts: 15 · JoyceAE5 9 Jun 2016, 19:33

Well, I have narrowed down the problem. It appears that RealTimeSync crashes when I have my Roots Magic ancestry database open and doing updates to the database. Otherwise, RealTimeSync stays up and running.

Joyce