Crash w/ 1.4

ianvass

Hey all -

I have been using this for a couple of months and intend to pick up the Unlimited Personal here within another month or two. Great stuff!

I am currently facing an issue, though - I have a set of Word docs that I access from Dropbox. I have BC installed on two different machines - one is currently at 1.4 and the other is a previous version (1.3.8, I think).

If I am accessing my Word docs on these two different machines at different times (never with BC active on both at the same time), will there be compatibility problems with the docs?

I ask because ever since I installed 1.4 on the first machine, I often write my changes to my doc, save, and then Word locks up. It tries to save and can't. It doesn't even save the temp file, so none of my changes are recovered. It locks up so badly that I am forced to do a manual shut off to get Word functional again, since Windows can't ever release it, not even to do a soft reboot.

I have already fully uninstalled and reinstalled the 1.4 version, and my next step is to upgrade the other machine to 1.4, though I haven't had time for it yet. Am I on the right track or is there something else going on?

Danke!

ianvass

More info - maybe relevant, maybe not.

When I first boot up, the BC icon shows as locked. Once I put in my pw and enable the encryption, it shows as unlocked. Might there be a flaw in this version that is causing the hard locks?

I do not seem to have this issue on the other computer, though I have not tested for this specifically. I'll find out for sure tonight.

Robert

Hi,

This is definitely not a desirable behavior. Let's see if we can solve this problem.

1) Can you reproduce the Word crashes or do they occur sporadically?

2) Can you please post the debug file here or open a ticket in our support system and send us a debug file?

http://support.boxcryptor.com

To create the debug file do the following:
1) Quit BoxCryptor
2) Type into the Windows startmenu "boxcryptor.exe /debug"
3) Reproduce the error
4) Quit BoxCryptor
5) The "BoxCryptor.log" is located on your desktop

3) Can you uninstall v1.4, reinstall v1.3.2 and try to reproduce the error?

Thanks and best regards,
Robert

PS: The changed icon behavior is on-purpose and correct. See the download for v1.3.2 and also the changelog here: https://boxcryptor.desk.com/customer/portal/articles/627937-boxcryptor-for-windows-changelog

ianvass

1) Somewhat sporadically. I have been successful every now and again, but it mostly crashes.

2) I'll do a debug file for you!

3) I'll try the reinstall of the previous version and let you know how it goes. This will require several reboots, so I may have to work on this across a couple of days.

ianvass

Quick questions - I am not getting an error yet. Should I do what I normally do with exiting out of BC and when I restart it, do the /debug option? Does the log file just grow every time I get in and out? Should I delete it every time it works successfully to make it smaller for when I actually need to send it to you? Or do you need the whole thing?

Robert

The log file will be truncated (reset to zero) every time you start BoxCryptor. For us it's not important if the log is big or small as long as the part where the problem occurred is captured and then BoxCryptor exited relatively quickly (so that we can check the end of the log file and don't have to search through the whole file).

ianvass

OK, I have a logfile. I did not even try to use Task Manager to kill the word doc. I created a new docx file called test.docx, then save as to test.doc, then close both, then open test.doc, make changes, try to save and lock up. I'm finding even my internet and other programs are being affected, so I'll need to do a full reboot before Chrome will let me attach the logfile to an email. I'll send it along as soon as I come back up!

ianvass

Sent! Here's hoping, because I'm noticing that half my computer locks down. For instance, I created a copy of the log file, tried to rename it, and my desktop locked up. There's some real crazy stuff happening here...

Maybe I am working over an forgotten Indian graveyard? Or have invoked the wrath of the ancient 8-bit spirits, resulting in a terrible technological curse?

;)

Robert

Thanks for the log file! I reviewed it and I could not find any "abnormal" activity. Based on the problems you described I would assume that your system might have other problems which cause the lock-ups. We don't have any other specific reports of Word saving to the BoxCryptor Drive locking up the whole computer because of BoxCryptor.

If you get lock-ups and problems even when not accessing the BoxCryptor Drive (or BoxCryptor even not running), I'd suggest to check your overall system for problems (or move your computer to another place - just in case ;) )

--Robert

ianvass

Drat! I'm not having trouble with Word anywhere else, just within the BC files, and only when I'm using BC.

That does not mean there aren't other issues, though. *sigh* I've been trying to avoid a reimage, but it looks like it's inevitable... unless I can figure out how to break that 8-bit curse...

Thanks for trying! And I'm still planning on buying, FYI. :)

ianvass

Re-installed Word on my laptop, no problems so far... I'll post here again if I am still getting issues.

Also purchased the Unlimited Personal! Thanks for a great product!