Since win 8.1 update STB crash very often

Hi,

stb 4.1 crashes very often since the update of win 8.1. It crash with no logic when I work with works from partners or when I create a new file.

It crashes when I draw, when I use the keyboard, when I navigate through the timeline.

I don’t really know what to do.

I don’t have any log file to look after.

Here a picture of the error message (in french).

I’m on a cintiq companion.

Do you have an advice ?

THX

crash.JPG

86010793068
4
APPCRASH
Non disponible
0
StoryboardPro.exe
10.2.2.9744
546c05e4
ig7icd64.dll
10.18.10.3958
54256e13
c0000005
00000000003e3076

C:\Users\Harald\AppData\Local\Temp\WERAA7C.tmp.WERInternalMetadata.xml
C:\Users\Harald\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_StoryboardPro.ex_11c8d2e3587f5b73194a2ed1ebe1ff83fb527d_ec688649_1105c9fb

0
5f9515e8-ad16-11e4-be97-681729e7fadf
0
87c0983fac207eba52b130cf033cf4f4

Any idea ?

I found the log

I finally found the log message …

That’s the message :
StoryboardPro.exe
10.2.2.9744
546c05e4
ig7icd64.dll
10.18.10.3958
54256e13
c0000005
00000000003e3076
ed0
01d0411fe6e8942b
C:\Program Files (x86)\Toon Boom Animation\Toon Boom Storyboard Pro 4.1\win64\bin\StoryboardPro.exe
C:\WINDOWS\SYSTEM32\ig7icd64.dll
660ffe23-ad13-11e4-be97-681729e7fadf

Any idea pleeeease ?
The ig7icd64.dll seems to be feaulty ?

And nothing change …

F…k

Something might have been deleted, moved, slightly renamed or replaced during the update throwing installed the software off. I would back up everything and scour my system to completely uninstall the program. Then I would reinstall SB.

If it has been a while since you downloaded the software I would re-download it so you have the latest version. I don’t know if TB labeled the update but there was a stage when some or all TB software was not fully compatible with Mac OS X Yosemite and when TB announced full compatibility requiring a fresh download and installation.

They may not have done anything that effects WIndows but the fresh installation would plant the software in the updated operating system environment from the start.

This is just an idea and something I would experiment with if it were me in that situation.

Hi and Thx for the help.

I’ve already tried uninstall twice.
There is maybe a good way for desinstalling a soft on win ? I’ve used the uninstall embed in win and ccleaner . But I’m not sure if there is a library or what’s the name in Win that I should delete.

The problem should be inherit from the update. My user account may have change permission or whatever. In the begining I couldn’t even save created file. I had to save a copy in the same folder due to permission. Arg.

O.S. updates often change the graphic card driver and sometimes install a buggy one. Try reverting to the graphic card driver you were using previously. If you are installing a new driver, try the latest one but also try earlier ones as it may be a new bug that hasn’t been fixed yet, but might exist in several driver versions.

Cintiq companions don’t have very capable graphic cards and there is slighly more overhead with 8.1. Try disabling the Aero Desktop theme by right-clicking the desktop, selecting “Personalize” and scrolling to the bottom to select one of the “Basic & High-Contrast” themes instead. Close and reopen the software after doing this.

Aside from that it doesn’t seem entirely normal. Try uninstalling the software, shutting down and restarting the computer and doing a fresh install (no need to touch the license). Also at the same time, delete your old user preferences which may have become corrupt somehow during the update C:\Users[username]\AppData\Roaming\Toon Boom Animation\Toon Boom Storyboard Pro. Do this last one only if the first two suggestions don’t work.