Lectora 18 Continuing to Crash Immediatley

rcarlson8673
rcarlson8673 Community Member Posts: 37
Hi all,

Since upgrading to Lectora Inspire 18, I've been continuing to receive a cryptic error immediately upon launching the application. The error reads as follows: "Lectora Inspire has Stopped Working. A problem caused the program to stop working. Please close the program."

The program immediately crashes after this message displays and you click "OK" or X out of the the pop-up window.

I had reached out to Trivantis Support when I initially began to receive this error about two weeks ago or so. I was somewhat brushed off and asked if I had admin rights (which I do).

A few re-installs eventually put a band-aid on the issue, but now I'm back to this occurring again. I can't develop in the tool at. I've reinstalled, repair installed, and rebooted many times. I'm unable to work in Lectora 18.

Has anyone experienced this issue? If so, were they able to resolve it? I have re-opened a ticket with Trivantis and my organization, but I'm not holding my breath.

Thanks,

Ryan

Comments

  • cainam
    cainam Community Member Posts: 363 ♦ Idol ♦
    I have a co-worker who had that happen to - it seems to happen just occasionally and not necessarily all the time.  The time it did happen 3 consecutive times, I think she restarted her PC then it was fine.

    Does this happen when you open up Lectora, and then open your course, as well as when you open up an .awt file directly?  Wondering if you would have better luck opening Lectora first...

     
    - Adam Cain
  • rcarlson8673
    rcarlson8673 Community Member Posts: 37
    Hi Adam,

    Unfortunately, this is happening either way - launching the .awt file from File Explorer, or launching Lectora 18. When I launch Lectora Inspire, the error comes up right away, so I don't even have a chance to navigate to a title (or I suppose create a new title even).  Thanks for the the suggestion though!
  • klaatu
    klaatu Community Member Posts: 988
    If you post an .awt we can see if it works on our computers.
  • rcarlson8673
    rcarlson8673 Community Member Posts: 37
    Thanks, Darrel. It actually does this for any .awt file that I try and open.
  • klaatu
    klaatu Community Member Posts: 988
    I realize. Perhaps there's something corrupt in it. If you post one, any one we can look at it. See if it opens in our copy of the application.
  • wheels
    wheels Florida USACommunity Member, Administrator, Moderator, Rockstar Manager Posts: 636 eLearning ROCKSTAR Admin Team
    We will contact you immediately. Sorry about this inconvience that would be really frustrating.
  • scoggins
    scoggins Administrator, Rockstar Manager Posts: 37 eLearning ROCKSTAR Admin Team
    Hello Ryan,

    Would you please let me know the support ticket number?

    Thanks!

     
  • wheels
    wheels Florida USACommunity Member, Administrator, Moderator, Rockstar Manager Posts: 636 eLearning ROCKSTAR Admin Team
    We have had some reports on Windows 10 where ChartTool.awl would cause a crash. If you rename ChartTool.awl to ChartTool.awl.bak it may solve the crash issue. This file resides in the following (or similar) location:

    C:\Program Files (x86)\Trivantis\Lectora Inspire 18
  • cainam
    cainam Community Member Posts: 363 ♦ Idol ♦
    I'm actually experiencing the problem now - It wasn't until after I removed v 17 that the issue occurred (in case this is of any interest).   While I had both versions on my pc everything was fine.  This checks out with my co-worker as well who experienced it intermittently - also started happening after the uninstall of v17.  (I've got a ticket in with my IT dept to rename the chart tool to see that resolves).
    - Adam Cain
  • cainam
    cainam Community Member Posts: 363 ♦ Idol ♦
    Update on my issue - it was actually different than Ryan's, and I feel a bit un-intelligent now that I realized what I did...

    I must have originally tagged the 'awt.bmp' lectora file to default to open with Lectora instead of just the 'awt' file.    I think I saw '.awt' and just clicked to quickly - so I was getting an error that said "Error during XML Parsing! : Error document empty."

    So then the icon next to the .bmp file showed the Lectora icon, so I probably kept clicking on that due to the visual cue.  (the .awt file had a blank icon after uninstalling v17 I guess).

    I didn't realize it initially because when clicking on 'recent' documents after opening Lectora, the names of the modules didn't show the full title, so I didn't realize I kept trying to open the .bmp file (Until I got one with both options fully visible).  see images if curious.  ; )
    - Adam Cain
  • rcarlson8673
    rcarlson8673 Community Member Posts: 37
    Thank you all for your responses. Sorry about the lapse in my response. Folks at my company ended up concluding that I had hard drive issues, and I ended up getting a new PC. This resolved things. Maybe it wasn't necessary now seeing Joe Wieloch's reply... I'm not entirely sure.

    Ticket number: 171920 (was opened 02/15)

     

     
  • mcrouch5326
    mcrouch5326 Community Member Posts: 1
    Hi, I've just upgraded from 17 to 18 (I know, late to the party!) and I'm having a problem with the programme not opening properly.

    If I open directly from the app shortcut or the file for the app in explorer, it opens and then immediately shuts down. I've tried the suggestion earlier of renaming the file, and it worked briefly (I managed to open the programme once after this) but now it's back to not working again :( I'm on Windows 10 if that makes any difference.
  • carlfink
    carlfink Community Member Posts: 1,102 ✭ Legend ✭
    One thing to try would be starting the program from a CMD window. This lets the program display its error messages, which often will tell you what the problem is. For instance, a program might say that a specific DLL is missing.
  • scoggins
    scoggins Administrator, Rockstar Manager Posts: 37 eLearning ROCKSTAR Admin Team
    Update:
    Matt, I see that you referred to 'renaming the file', did that mean you had already tried renaming the charttool.awl file?  If so, and you have you performed an additional version 18 since then, please check if the file is still renamed.

    Thank you!

     

     

    Hello,

    It appears that you are encountering a conflict between one of the Lectora files and another Windows file.  This conflict is causing Lectora not to launch correctly. 

    The best solution at this time is to use the following steps:

    1) Navigate to the installed folder, similar to C:\Program Files (x86)\Trivantis\Lectora Publisher 18 (or Inspire, whichever you have installed)

    2) Rename the file ChartTool.awl to OLDChartToolawl.OLD Note that the name and extension are both changed. 

    3) Restart Lectora.   If there is still an issue, then please delete this file completely and restart Lectora again. 

    This file is for the tool to create charts, which is not a commonly used feature. If you do have a dependency on this feature, then after successfully launching Lectora, perform a reboot of your machine, then rename the file to the original, and try launching Lectora again.   

    Please let us know if this does not resolve for you.

    We are sorry for the inconvenience!

    Trivantis Customer Solutions