Sleep/wake-up - OO closes without any information & file are not save

arcqus · 4 November 2023 10:41

Hi
Here is again a behaviour linked to sleep/wake-up that will be tricky to analyse (if only possible).
This morning, I used OO then put my computer in “standby” (I don’t lnow the exact English translation).
2 hours later, I woke it up and noticed that the 3 or 4 OO files that were opened before weren’t anymore (no OO window left opened).
The last changes that I made are lost when I open again the files.
This is not the first time it happens but up to know I was not sure that it was not me having closed the file.
I don’t think it’s new with OO 7.5, but it was not happening 3 months ago.
I check the console, but it is empty.
So, is there a way to find some traces of the crash in Windows logs ?
Is there a way to keep the console’s traces from one session to the next ?

Note: in the meantime, not other app closed (thunderbird, joplin,…).

Thanks.

Nikolas · 8 November 2023 13:33

@arcqus
This is happening again. We need to investigate

Have you checked tab Recent files > Recover files ?

Do the other programs remain open after waking up from sleep/suspend?

arcqus · 12 November 2023 14:18

Hi

Yes, this time I remembered
The file I lost was a new one, not saved yet, and I opened all the docx recent files but could not find it.

Yep, the other programs are still up and running.

Nikolas · 13 November 2023 12:21

Hmm, I’ve never seen this behavior before. In case of any issues, all changes to the file are saved on disk and located in the recover folder.

C:\Users\YOUR Name\AppData\Local\ONLYOFFICE\DesktopEditors\data\recover\

Did this entire situation happen with an external monitor, or were you using just the laptop?
Did you manually put the laptop to sleep?
How much RAM does your laptop have?

arcqus · 18 November 2023 10:23

Hi Nikolas !

I have to remember this !

On both I assume.

Yes, I alway use the menu and very rarely close the laptop’s screen.

16Go so I assume it is not the cause of the issue.

Nikolas · 22 November 2023 09:17

@arcqus

Thank you for the information, we are already trying to reproduce the issue.

Nikolas · 28 November 2023 13:23

hi @arcqus

Has this behavior been recurring throughout this period?

arcqus · 29 November 2023 09:22

Hi
I woke up my computer 1 minute ago, and it has been very interesting!
Yesterday, I was working on my laptop plugged on a video projector (duplicate-screen mode).
I had a docx file opened.
I put it in deep-sleep mode.
Today, I wake it up, log in.
OO is opened, the file is before my eyes for let’s say 2 seconds and then OO closes.

I decided to go check the windows event log tool (I don’t know its name in english) but I access it via a right click on the start menu :

First I found nothing, then, I found this:

2 lines are related to OO:
The first line contains this:

Détecteur d'erreurs 1812889393556580458, type 5
Nom d’événement : BEX64
Réponse : Non disponible
ID de CAB : 0

Signature du problème : 
P1 : editors.exe
P2 : 7.5.1.23
P3 : 6546f18b
P4 : ucrtbase.dll
P5 : 10.0.22621.2506
P6 : 097c794c
P7 : 000000000007f61e
P8 : c0000409
P9 : 0000000000000007
P10 : 

Fichiers joints :
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.b58f9b1e-8657-4cf9-9ac1-4d5f8acc8396.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.5c8f45f5-14bf-465c-a386-6856e5c2aaff.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.18618444-32c8-4d24-8558-4e0b1b1ce354.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.4951384f-8bc8-43ff-a8e9-3e622369b0fb.tmp.txt
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.e4cd13e9-9edb-44af-a6c1-4b0ccbe8c4ab.tmp.xml

Ces fichiers sont peut-être disponibles ici :
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_editors.exe_a54b64ae90338a54234399b26afde5cf53a9ec_cc8a5f02_b8496d7a-4746-4dab-a6f5-9b9600073abd

Symbole d’analyse : 
Nouvelle recherche de la solution : 0
ID de rapport : 9436173a-1382-4344-8c88-72330ea06036
Statut du rapport : 268435456
Récipient avec hachage : f151abc52eecefa46928ad4c6003686a
GUID CAB :0

The second (error line) contains this information:

Nom de l’application défaillante editors.exe, version : 7.5.1.23, horodatage : 0x6546f18b
Nom du module défaillant : ucrtbase.dll, version : 10.0.22621.2506, horodatage : 0x097c794c
Code d’exception : 0xc0000409
Décalage d’erreur : 0x000000000007f61e
ID du processus défaillant : 0x0x5CF0
Heure de début de l’application défaillante : 0x0x1DA204CF4EECA0A
Chemin d’accès de l’application défaillante : C:\Program Files\ONLYOFFICE\DesktopEditors\editors.exe
Chemin d’accès du module défaillant: C:\Windows\System32\ucrtbase.dll
ID de rapport : 9436173a-1382-4344-8c88-72330ea06036
Nom complet du package défaillant : 
ID de l’application relative au package défaillant :

I was able to access one of the referenced file in the list : report.wer.
It’s content is this:

Version=1
EventType=BEX64
EventTime=133457181929984419
ReportType=2
Consent=1
UploadTime=133457181938226926
ReportStatus=268435456
ReportIdentifier=b8496d7a-4746-4dab-a6f5-9b9600073abd
IntegratorReportIdentifier=9436173a-1382-4344-8c88-72330ea06036
Wow64Host=34404
NsAppName=editors.exe
OriginalFilename=documenteditor.exe
AppSessionGuid=00005cf0-0001-004e-0aca-eef44c20da01
TargetAppId=W:0006a03919b27935358bdacfc7f8bcf2f3f600000904!000040456c440a8e5d392c8b2ee3952f877b0d45e5ec!editors.exe
TargetAppVer=2023//11//05:01:36:11!177631!editors.exe
BootId=4294967295
TargetAsId=41538
UserImpactVector=808452912
IsFatal=1
EtwNonCollectReason=1
Response.BucketId=f151abc52eecefa46928ad4c6003686a
Response.BucketTable=5
Response.LegacyBucketId=1812889393556580458
Response.type=4
Sig[0].Name=Nom de l’application
Sig[0].Value=editors.exe
Sig[1].Name=Version de l’application
Sig[1].Value=7.5.1.23
Sig[2].Name=Horodatage de l’application
Sig[2].Value=6546f18b
Sig[3].Name=Nom du module défaillant
Sig[3].Value=ucrtbase.dll
Sig[4].Name=Version du module défaillant
Sig[4].Value=10.0.22621.2506
Sig[5].Name=Horodateur du module défaillant
Sig[5].Value=097c794c
Sig[6].Name=Décalage de l’exception
Sig[6].Value=000000000007f61e
Sig[7].Name=Code de l’exception
Sig[7].Value=c0000409
Sig[8].Name=Données d’exception
Sig[8].Value=0000000000000007
DynamicSig[1].Name=Version du système
DynamicSig[1].Value=10.0.22621.2.0.0.768.101
DynamicSig[2].Name=Identificateur de paramètres régionaux
DynamicSig[2].Value=1036
DynamicSig[22].Name=Information supplémentaire n° 1
DynamicSig[22].Value=75c4
DynamicSig[23].Name=Information supplémentaire n° 2
DynamicSig[23].Value=75c43d9800d50031aaf5bad1da8251e1
DynamicSig[24].Name=Information supplémentaire n° 3
DynamicSig[24].Value=1e99
DynamicSig[25].Name=Information supplémentaire n° 4
DynamicSig[25].Value=1e990ef06bbddf9b291840bf6ba36160
UI[2]=C:\Program Files\ONLYOFFICE\DesktopEditors\editors.exe
LoadedModule[0]=C:\Program Files\ONLYOFFICE\DesktopEditors\editors.exe
LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\Windows\System32\KERNEL32.DLL
LoadedModule[3]=C:\Windows\System32\KERNELBASE.dll
LoadedModule[4]=C:\Windows\System32\WS2_32.dll
LoadedModule[5]=C:\Windows\System32\RPCRT4.dll
LoadedModule[6]=C:\Windows\System32\GDI32.dll
LoadedModule[7]=C:\Windows\System32\win32u.dll
LoadedModule[8]=C:\Windows\System32\gdi32full.dll
LoadedModule[9]=C:\Windows\System32\msvcp_win.dll
LoadedModule[10]=C:\Windows\System32\ucrtbase.dll
LoadedModule[11]=C:\Windows\System32\USER32.dll
LoadedModule[12]=C:\Windows\System32\COMDLG32.dll
LoadedModule[13]=C:\Windows\System32\combase.dll
LoadedModule[14]=C:\Windows\System32\shcore.dll
LoadedModule[15]=C:\Windows\System32\SHLWAPI.dll
LoadedModule[16]=C:\Windows\System32\msvcrt.dll
LoadedModule[17]=C:\Windows\System32\SHELL32.dll
LoadedModule[18]=C:\Windows\System32\ADVAPI32.dll
LoadedModule[19]=C:\Windows\System32\sechost.dll
LoadedModule[20]=C:\Windows\System32\ole32.dll
LoadedModule[21]=C:\Windows\SYSTEM32\WINSPOOL.DRV
LoadedModule[22]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.22621.2506_none_270c5ae97388e100\COMCTL32.dll
LoadedModule[23]=C:\Windows\SYSTEM32\dwmapi.dll
LoadedModule[24]=C:\Program Files\ONLYOFFICE\DesktopEditors\qtascdocumentscore.dll
LoadedModule[25]=C:\Program Files\ONLYOFFICE\DesktopEditors\converter\kernel.dll
LoadedModule[26]=C:\Program Files\ONLYOFFICE\DesktopEditors\Qt5PrintSupport.dll
LoadedModule[27]=C:\Program Files\ONLYOFFICE\DesktopEditors\Qt5Widgets.dll
LoadedModule[28]=C:\Program Files\ONLYOFFICE\DesktopEditors\Qt5Gui.dll
LoadedModule[29]=C:\Program Files\ONLYOFFICE\DesktopEditors\Qt5Core.dll
LoadedModule[30]=C:\Windows\SYSTEM32\MSVCP140.dll
LoadedModule[31]=C:\Windows\SYSTEM32\VCRUNTIME140.dll
LoadedModule[32]=C:\Windows\SYSTEM32\VCRUNTIME140_1.dll
LoadedModule[33]=C:\Program Files\ONLYOFFICE\DesktopEditors\ascdocumentscore.dll
LoadedModule[34]=C:\Windows\System32\CRYPT32.dll
LoadedModule[35]=C:\Program Files\ONLYOFFICE\DesktopEditors\converter\graphics.dll
LoadedModule[36]=C:\Windows\SYSTEM32\UxTheme.dll
LoadedModule[37]=C:\Program Files\ONLYOFFICE\DesktopEditors\videoplayer.dll
LoadedModule[38]=C:\Program Files\ONLYOFFICE\DesktopEditors\Qt5Svg.dll
LoadedModule[39]=C:\Windows\SYSTEM32\MSVCP140_1.dll
LoadedModule[40]=C:\Windows\SYSTEM32\dxgi.dll
LoadedModule[41]=C:\Windows\SYSTEM32\d3d11.dll
LoadedModule[42]=C:\Windows\SYSTEM32\USERENV.dll
LoadedModule[43]=C:\Windows\SYSTEM32\MPR.dll
LoadedModule[44]=C:\Windows\SYSTEM32\VERSION.dll
LoadedModule[45]=C:\Program Files\ONLYOFFICE\DesktopEditors\converter\UnicodeConverter.dll
LoadedModule[46]=C:\Windows\SYSTEM32\NETAPI32.dll
LoadedModule[47]=C:\Windows\SYSTEM32\WINMM.dll
LoadedModule[48]=C:\Program Files\ONLYOFFICE\DesktopEditors\converter\XpsFile.dll
LoadedModule[49]=C:\Program Files\ONLYOFFICE\DesktopEditors\converter\kernel_network.dll
LoadedModule[50]=C:\Program Files\ONLYOFFICE\DesktopEditors\converter\PdfFile.dll
LoadedModule[51]=C:\Program Files\ONLYOFFICE\DesktopEditors\converter\HtmlRenderer.dll
LoadedModule[52]=C:\Program Files\ONLYOFFICE\DesktopEditors\hunspell.dll
LoadedModule[53]=C:\Program Files\ONLYOFFICE\DesktopEditors\converter\DjVuFile.dll
LoadedModule[54]=C:\Program Files\ONLYOFFICE\DesktopEditors\libvlc.dll
LoadedModule[55]=C:\Windows\SYSTEM32\urlmon.dll
LoadedModule[56]=C:\Program Files\ONLYOFFICE\DesktopEditors\ooxmlsignature.dll
LoadedModule[57]=C:\Windows\SYSTEM32\NETUTILS.DLL
LoadedModule[58]=C:\Windows\SYSTEM32\iertutil.dll
LoadedModule[59]=C:\Windows\SYSTEM32\srvcli.dll
LoadedModule[60]=C:\Windows\SYSTEM32\CRYPTUI.dll
LoadedModule[61]=C:\Windows\SYSTEM32\bcrypt.dll
LoadedModule[62]=C:\Windows\SYSTEM32\CRYPTBASE.DLL
LoadedModule[63]=C:\Program Files\ONLYOFFICE\DesktopEditors\converter\icuuc58.dll
LoadedModule[64]=C:\Program Files\ONLYOFFICE\DesktopEditors\libcef.dll
LoadedModule[65]=C:\Windows\System32\OLEAUT32.dll
LoadedModule[66]=C:\Windows\System32\WINTRUST.dll
LoadedModule[67]=C:\Windows\System32\IMM32.dll
LoadedModule[68]=C:\Windows\SYSTEM32\IPHLPAPI.DLL
LoadedModule[69]=C:\Windows\SYSTEM32\dbghelp.dll
LoadedModule[70]=C:\Windows\SYSTEM32\PROPSYS.dll
LoadedModule[71]=C:\Windows\SYSTEM32\UIAutomationCore.DLL
LoadedModule[72]=C:\Windows\SYSTEM32\OLEACC.dll
LoadedModule[73]=C:\Windows\SYSTEM32\Secur32.dll
LoadedModule[74]=C:\Windows\SYSTEM32\WTSAPI32.dll
LoadedModule[75]=C:\Windows\SYSTEM32\HID.DLL
LoadedModule[76]=C:\Windows\SYSTEM32\WINHTTP.dll
LoadedModule[77]=C:\Windows\SYSTEM32\DWrite.dll
LoadedModule[78]=C:\Windows\SYSTEM32\ncrypt.dll
LoadedModule[79]=C:\Windows\SYSTEM32\USP10.dll
LoadedModule[80]=C:\Windows\SYSTEM32\d3d9.dll
LoadedModule[81]=C:\Windows\SYSTEM32\dxva2.dll
LoadedModule[82]=C:\Windows\SYSTEM32\wevtapi.dll
LoadedModule[83]=C:\Windows\SYSTEM32\credui.dll
LoadedModule[84]=C:\Windows\SYSTEM32\dhcpcsvc.DLL
LoadedModule[85]=C:\Windows\SYSTEM32\ESENT.dll
LoadedModule[86]=C:\Windows\SYSTEM32\WININET.dll
LoadedModule[87]=C:\Windows\SYSTEM32\dxcore.dll
LoadedModule[88]=C:\Program Files\ONLYOFFICE\DesktopEditors\libvlccore.dll
LoadedModule[89]=C:\Program Files\ONLYOFFICE\DesktopEditors\chrome_elf.dll
LoadedModule[90]=C:\Windows\SYSTEM32\DSROLE.DLL
LoadedModule[91]=C:\Windows\SYSTEM32\WKSCLI.DLL
LoadedModule[92]=C:\Windows\SYSTEM32\SAMCLI.DLL
LoadedModule[93]=C:\Windows\SYSTEM32\SSPICLI.DLL
LoadedModule[94]=C:\Program Files\ONLYOFFICE\DesktopEditors\converter\icudt58.dll
LoadedModule[95]=C:\Windows\SYSTEM32\MSASN1.dll
LoadedModule[96]=C:\Windows\System32\bcryptPrimitives.dll
LoadedModule[97]=C:\Windows\SYSTEM32\NTASN1.dll
LoadedModule[98]=C:\Windows\SYSTEM32\CRYPTSP.dll
LoadedModule[99]=C:\Windows\system32\rsaenh.dll
LoadedModule[100]=C:\Windows\SYSTEM32\windows.storage.dll
LoadedModule[101]=C:\Windows\SYSTEM32\wintypes.dll
LoadedModule[102]=C:\Program Files\ONLYOFFICE\DesktopEditors\platforms\qwindows.dll
LoadedModule[103]=C:\Windows\SYSTEM32\kernel.appcore.dll
LoadedModule[104]=C:\Windows\SYSTEM32\profapi.dll
LoadedModule[105]=C:\Windows\SYSTEM32\powrprof.dll
LoadedModule[106]=C:\Windows\SYSTEM32\UMPDC.dll
LoadedModule[107]=C:\Program Files\ONLYOFFICE\DesktopEditors\styles\qwindowsvistastyle.dll
LoadedModule[108]=C:\Windows\System32\MSCTF.dll
LoadedModule[109]=C:\Windows\SYSTEM32\DPAPI.dll
LoadedModule[110]=C:\Windows\system32\nlansp_c.dll
LoadedModule[111]=C:\Windows\System32\NSI.dll
LoadedModule[112]=C:\Windows\SYSTEM32\dhcpcsvc6.DLL
LoadedModule[113]=C:\Windows\SYSTEM32\DNSAPI.dll
LoadedModule[114]=C:\Windows\System32\clbcatq.dll
LoadedModule[115]=C:\Windows\SYSTEM32\textinputframework.dll
LoadedModule[116]=C:\Windows\SYSTEM32\gpapi.dll
LoadedModule[117]=C:\Windows\SYSTEM32\WINSTA.dll
LoadedModule[118]=C:\Windows\System32\MMDevApi.dll
LoadedModule[119]=C:\Windows\System32\DEVOBJ.dll
LoadedModule[120]=C:\Windows\System32\CFGMGR32.dll
LoadedModule[121]=C:\Windows\SYSTEM32\mscms.dll
LoadedModule[122]=C:\Windows\SYSTEM32\DSREG.DLL
LoadedModule[123]=C:\Windows\system32\mswsock.dll
LoadedModule[124]=C:\Windows\SYSTEM32\ntmarta.dll
LoadedModule[125]=C:\Program Files\ONLYOFFICE\DesktopEditors\printsupport\windowsprintersupport.dll
LoadedModule[126]=C:\Windows\SYSTEM32\directxdatabasehelper.dll
LoadedModule[127]=C:\Windows\system32\dataexchange.dll
LoadedModule[128]=C:\Windows\system32\twinapi.appcore.dll
LoadedModule[129]=C:\Program Files\ONLYOFFICE\DesktopEditors\imageformats\qico.dll
LoadedModule[130]=C:\Program Files\ONLYOFFICE\DesktopEditors\imageformats\qgif.dll
LoadedModule[131]=C:\Program Files\ONLYOFFICE\DesktopEditors\imageformats\qicns.dll
LoadedModule[132]=C:\Program Files\ONLYOFFICE\DesktopEditors\imageformats\qjpeg.dll
LoadedModule[133]=C:\Program Files\ONLYOFFICE\DesktopEditors\imageformats\qsvg.dll
LoadedModule[134]=C:\Program Files\ONLYOFFICE\DesktopEditors\imageformats\qtga.dll
LoadedModule[135]=C:\Program Files\ONLYOFFICE\DesktopEditors\imageformats\qtiff.dll
LoadedModule[136]=C:\Program Files\ONLYOFFICE\DesktopEditors\imageformats\qwbmp.dll
LoadedModule[137]=C:\Program Files\ONLYOFFICE\DesktopEditors\imageformats\qwebp.dll
LoadedModule[138]=C:\Program Files\ONLYOFFICE\DesktopEditors\iconengines\qsvgicon.dll
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LoadedModule[140]=C:\Windows\SYSTEM32\CoreUIComponents.dll
LoadedModule[141]=C:\Windows\SYSTEM32\atlthunk.dll
LoadedModule[142]=C:\Windows\SYSTEM32\WTDSENSOR.dll
LoadedModule[143]=C:\Windows\System32\rasadhlp.dll
LoadedModule[144]=C:\Windows\System32\OneCoreUAPCommonProxyStub.dll
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LoadedModule[146]=C:\Windows\SYSTEM32\windows.staterepositorycore.dll
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LoadedModule[149]=C:\Windows\System32\Bcp47Langs.dll
LoadedModule[150]=C:\Windows\SYSTEM32\WindowsCodecs.dll
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LoadedModule[152]=C:\Windows\system32\IconCodecService.dll
LoadedModule[153]=C:\Windows\SYSTEM32\policymanager.dll
LoadedModule[154]=C:\Windows\SYSTEM32\windows.staterepositoryclient.dll
LoadedModule[155]=C:\Windows\SYSTEM32\apphelp.dll
LoadedModule[156]=C:\Windows\system32\PhotoMetadataHandler.dll
LoadedModule[157]=C:\Windows\System32\MsSpellCheckingFacility.dll
LoadedModule[158]=C:\Windows\SYSTEM32\DUser.dll
LoadedModule[159]=C:\Windows\System32\DriverStore\FileRepository\prnms003.inf_amd64_1674732174842e1b\Amd64\PrintConfig.dll
LoadedModule[160]=C:\Windows\SYSTEM32\prntvpt.dll
LoadedModule[161]=C:\Windows\SYSTEM32\Print.PrintSupport.Source.dll
LoadedModule[162]=C:\Windows\System32\Windows.Devices.Enumeration.dll
LoadedModule[163]=C:\Windows\System32\StructuredQuery.dll
LoadedModule[164]=C:\Windows\System32\NaturalLanguage6.dll
LoadedModule[165]=C:\Windows\System32\NLSData000c.dll
LoadedModule[166]=C:\Windows\System32\DevDispItemProvider.dll
LoadedModule[167]=C:\Windows\System32\msxml6.dll
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LoadedModule[180]=C:\Windows\system32\jscript.dll
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LoadedModule[185]=C:\Windows\system32\explorerframe.dll
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LoadedModule[187]=C:\Windows\SYSTEM32\globinputhost.dll
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LoadedModule[189]=C:\Windows\System32\Windows.FileExplorer.Common.dll
LoadedModule[190]=C:\Windows\system32\Windows.Storage.Search.dll
LoadedModule[191]=C:\Windows\system32\windowsudk.shellcommon.dll
LoadedModule[192]=C:\Windows\System32\Windows.UI.dll
LoadedModule[193]=C:\Windows\System32\Windows.UI.Immersive.dll
LoadedModule[194]=C:\Windows\System32\p9np.dll
LoadedModule[195]=C:\Windows\System32\drprov.dll
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LoadedModule[199]=C:\Windows\System32\twinapi.dll
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LoadedModule[201]=C:\Windows\SYSTEM32\LINKINFO.dll
LoadedModule[202]=C:\Windows\System32\dlnashext.dll
LoadedModule[203]=C:\Windows\System32\SETUPAPI.dll
LoadedModule[204]=C:\Windows\System32\EhStorShell.dll
LoadedModule[205]=C:\Users\granj\AppData\Local\Microsoft\OneDrive\23.226.1031.0003\FileSyncShell64.dll
LoadedModule[206]=C:\Windows\System32\cldapi.dll
LoadedModule[207]=C:\Windows\SYSTEM32\ntshrui.dll
LoadedModule[208]=C:\Windows\WinSxS\amd64_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.22621.2506_none_57f74dcece1b5ace\gdiplus.dll
LoadedModule[209]=C:\Windows\system32\Ninput.dll
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State[0].Value=1
OsInfo[0].Key=vermaj
OsInfo[0].Value=10
OsInfo[1].Key=vermin
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OsInfo[33].Value=MD:283BAEF,ME:25762F0,ME:27B9BC4,FX:12AAB778,ME:28279A6
OsInfo[34].Key=fconid
OsInfo[34].Value=18299130,0,2,0;19193644,0,2,0;19193777,0,2,0;19194292,0,2,0;19195476,0,2,0;19638787,0,2,0;23531064,2,2,0;23562335,2,2,0;23563673,2,2,0;32862274,0,2,0;35681102,0,1,0;36803287,0,2,1;36803295,0,2,0;36803303,0,2,1;38859191,0,2,1;39263329,1,2,0;39281392,0,2,0;40025975,0,1,1;40616880,0,1,0;40883769,0,1,0;40981503,0,1,0;41135193,0,1,1;41137130,0,1,0;41342175,0,1,1;41655236,0,2,1;41772259,0,2,1;41799415,0,2,0;42052423,0,2,0;42105254,0,2,0;43133808,1,2,0;43203978,0,2,1;43572857,0,2,1;43772553,0,1,0;43844371,0,1,1;43978769,0,1,1;44325080,0,1,1;44521793,0,1,1;44552141,0,1,0;44776738,0,1,0;45113694,0,2,1;45185354,0,2,1;45976991,0,1,1;46251949,0,2,0;46551074,0,1,0;46557400,0,1,1;46619189,0,2,1
OsInfo[35].Key=containerid
OsInfo[36].Key=containertype
OsInfo[37].Key=edu
OsInfo[37].Value=0
OsInfo[38].Key=servicinginprogress
OsInfo[38].Value=0
OsInfo[39].Key=featureupdatependingreboot
OsInfo[39].Value=0
FriendlyEventName=Fonctionnement arrêté
ConsentKey=BEX64
AppName=ONLYOFFICE Desktop Editors
AppPath=C:\Program Files\ONLYOFFICE\DesktopEditors\editors.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=EFFEAE80FE87ECE3EF11BC0AFC3774A5
MetadataHash=-1712802034

So

I’m happy because I at last have so “real” stuff to confirm what I see
I hope it is usefull for you to find the cause of the issue.

Now, the ball is on your side

Nikolas · 30 November 2023 11:02

Wow, that’s a compelling argument!
I’ve relayed the information. You’re awesome!

arcqus · 3 December 2023 05:47

Hello
It happened again, and I lost some work.
The “Recover” folder does not contains an up to date version of the files : at least one hour of work is not saved (maybe there also something to dig there).

This is beginning to be a serious issue for me

Nikolas · 4 December 2023 10:43

Hi @arcqus
Unfortunately, we don’t have a feature in the desktop editors to automatically save a document at specific time intervals, for example, every 10-15 minutes.

As a workaround, I would suggest manually saving the document by using the keyboard shortcut Ctrl+S after finishing your edits for now. I don’t see any other options at the moment.

The information you provided has been analyzed, and based on that, a bug report has been created. We will try to fix it, but I cannot provide a specific timeframe at the moment.

Your provided information is highly valuable, and I want to thank you once again for it!

arcqus · 6 December 2023 16:31

Hi Nikolas

if the app never crashes, it’s ok, but in that case… it’s a pain…

That’s what I try to do but it’s back in the (not so) good old day when MSO 97 crashed and you lost your data unless you had saved your file.
In 2023, we should no longer have to do so .

Thanks. The sooner the better.

That’s my vision of open source software.

arcqus · 10 December 2023 09:03

Hi

The error on my computer is caused by this dll: ucrtbase.dll
On this page : https://www.malekal.com/comment-resoudre-les-erreurs-ucrtbase-dll/
It is said that when this dll is the source off an app crash, one should re install MS Visual C++ Redistributable.
Is it relevant according to you, for OO ?
In order to test this, I need to know what is the version of the MS Visual C++ Redistributable which is used by OO. Can you give me the information ?
Thanks.

arcqus · 10 December 2023 09:16

And BTW : this morning I came to a conclusion thanks to the logs : it is when the computer wakes up from sleep mode that OO crashes.

Nikolas · 12 December 2023 10:05

Hi @arcqus
Thank you, I’ll clarify this question with my colleagues.

upd:
Clarified, the update of this library is not relevant for OnlyOffice. We will try to resolve the issue on our side.

jajeda · 6 March 2024 19:12

Hello. I’ve never had this issue before, but since I upgraded to 8.0 a few days ago I see this issue every time. I always hibernate my computer and that has always been working fine, without issues. But since upgrading to 8.0, when I wake up the computer from hibernate, ONLYOFFICE Desktop Editors has suddenly closed. I used to be able to keep the app open for days, even weeks, but now it’s closed after every hibernate/wake-up. When I start it again, it also shows the “Recover files” section as if it crashed (but good news, I always frantically save my files, so no data loss luckily). Though it is very annoying. I keep a TODO list open at all times and I’m used to just switch to Onlyoffice and look at or update my TODO list, but now I often find that it has crashed and I need to start it again before being able to work on it.

This is on Windows 10 22H2 by the way.

I think I will downgrade back to 7.5 until this issue is fixed.

arcqus · 6 March 2024 20:02

Hi @jajeda
I’m not happy for you but I’m happy to have people having the same issue with hibernation that I have…

Nikolas · 13 March 2024 14:08

Hi @jajeda
Could you also provide information about the specifications of your system:

Are you using a laptop or desktop computer?
Also, could you clarify if you have additional projectors or monitors connected?

jajeda · 17 March 2024 14:17

Hello, sorry for my late reply.

I am using a Desktop PC (AMD Ryzen 9 5900X, 32GB memory, AMD Radeon RX 6900 XT).
I have 2 monitors attached: LG UltraGear 38GN950-B, Verbatim PM14 (but this one is turned off most of the time).

Is this enough information?

Nikolas · 21 March 2024 09:29

Hi @jajeda
Thank you for the information.

A bug has been logged for the behavior you described. Unfortunately, we haven’t been able to reproduce the issue at this time. Attempts to reproduce it are ongoing.

We would appreciate it if users experiencing similar issues could share their hardware and equipment information in this thread.

Could you please clarify. Are you using SSD or SSD + HDD in your system?