Aeon has stopped working again

Bug Reports
,
#1

Windows 11 64-bit

I can open Aeon 3, but 3 sec later the application just gets killed, no error message, no nothing.

If I am fast and click a project/timeline, the same happens, just shut down, no warnings… nothing.

I have tried reinstalling without any changes…

Worked as usual 2 days ago… I have not installed any Windows updates before this happened, but I tried to run the latest windows update now, and then reinstalled Aeon 3, same happened, the start window is open for 2-3 sec, then shuts down.

Every other software I have installed works as it should, including Aeon 2.

1 Like
#2

Same here, i’m waiting for a solution too. Last time was during the install, i had to delete it completely (like manually deleting remaining folders after deleting it normally) and then proceed to install it again. But i’m not found of deleting and installing again every once in a while, so i’m hoping there’s an explanation and a long-term solution to this problem.

#3

Windows 11
I have the same issue. I open Aeon and it closes before I can shoose a project.
Deinstall and install again did not help.
Whats going on?

#4

Update:

This is the Windows Event Log Error:

Faulting application name: AeonTimeline.exe, version: 0.0.0.0, time stamp: 0x65bb363e
Faulting module name: ucrtbase.dll, version: 10.0.22621.2506, time stamp: 0x097c794c
Exception code: 0xc0000409
Fault offset: 0x000000000007df28
Faulting process id: 0x0x3A58
Faulting application start time: 0x0x1DA6DB741AD3114
Faulting application path: C:\Program Files\Aeon Timeline\AeonTimeline.exe
Faulting module path: C:\WINDOWS\System32\ucrtbase.dll
Report Id: 1b1ec181-dffe-457a-b785-607b8be94c7e
Faulting package full name:
Faulting package-relative application ID:

It seems this is related to the Windows 10 SDK and the General C++ Library, so I tried to repair the Microsoft Visual C++ Redistributable since I also have VS and VSC installed, didn’t help.

#5

Hi all,
Thanks for reporting this to us, and sorry that you are continuing to experience this issue.

Unfortunately, despite out best efforts testing on every Windows computer we can get our hands on, we are still unable to reproduce the issue.

We definitely don’t want you or anyone else to experience this issue every update, so we would greatly appreciate some additional help you can provide to help us isolate, reproduce and fix the issue as quickly as possible!

What is your primary language setting?
Firstly – can you please let us know if your primary Windows system language is set to something other than English, and if so, what that language is?

We have noticed reports of this issue seem to be more frequent from users with European email domains, so are looking for evidence that might confirm this is the case.

Create a backup of your installation files to help us troubleshoot
The following Help article lists some information that we would like you to capture prior to fixing the issue:

These files will help us ensure the auto-update installer is leaving all of your files in a valid state, and check for any configuration issues that could be causing problems.

Please do this before following the troubleshooting steps, as this will help us diagnose and fix the issue sooner.

Troubleshooting steps to follow
The following Help article lists troubleshooting steps you can take to try to resolve the issue:

Please work through those steps, and let us know whether you are successful, and if so, which specific step worked for you.

To send us the backup files you created, or if you have anything you want to communicate to us privately at any point, please email support@aeontimeline.com

Thanks,
Matt

Aeon Timeline a cessé de fonctionner
#6

I did a few tests… I could not find what files that was not allowed accessed by Aeon 3 when run in “normal user” (user with elevated privileges)… but when I run Aeon 3 by starting the AeonTimeline.exe directly as Administrator.

  • browse to C:/Program Files/Aeon Timeline
  • Right click aeontimeline.exe and “Run as Administrator”

Aeon 3 started normally and I could choose any project that also opened normally.
I run the update to 3.3.12, Aeon restarted and Aeon started as it should, I could choose any project and it opened as it should.

When trying to start aeon the normal way before doing this it took approx. 4 sec. before it shut down.
I did not have any “Update” button visual in this 4 sec.

So, it seems to me as it is some file that the Aeon update function trigger that creates this fault when Aeon are run as a “Normal User” even though that user actually has local admin rights…
It seems that for some reason the “Activate Update Function” in Aeon in some situations must have the extra privilege you get with the “Run as Administrator” function.

After I run Aeon 3 as administrator once, it seems that it works as it should again… Have to see next time you push an update whats happens then…

Would be great if you could warn about the next update a few days in advance so that it was possible to actually monitor this.
If I knew when you pushed an update it might be that I could run a file monitor when starting Aeon, to see if I could catch any errors accessing files.

I wanted to attach some Event Log files and Crash logs (WER) in a zip file from when Aeon crashed, but I am not allowed to upload zip files here.

1 Like
#7

This is the content of the content of the “Report.wer” file logged when Aeon crashed:

Version=1
EventType=BEX64
EventTime=133540190216771782
ReportType=2
Consent=1
UploadTime=133540190220144682
ReportStatus=268435456
ReportIdentifier=2ab1c745-63fd-4927-8dfa-d4c9549020ee
IntegratorReportIdentifier=a52507a9-4a9f-4412-a116-c81b67217122
Wow64Host=34404
NsAppName=AeonTimeline.exe
OriginalFilename=AeonTimeline.exe
AppSessionGuid=00000f68-0001-0043-d779-896f186eda01
TargetAppId=W:00061451130fe942aa1154f622b7c6b1fcdf00000904!000049e97b360a97ba55ea5c4e457b52315bf9c7b65a!AeonTimeline.exe
TargetAppVer=2024//02//01:06:12:14!3bdb5ea!AeonTimeline.exe
BootId=4294967295
TargetAsId=1922
UserImpactVector=808452912
IsFatal=1
Response.BucketId=a5a154a58183b2cbde83ca901fe0d870
Response.BucketTable=5
Response.LegacyBucketId=2198823763445864560
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=AeonTimeline.exe
Sig[1].Name=Application Version
Sig[1].Value=0.0.0.0
Sig[2].Name=Application Timestamp
Sig[2].Value=65bb363e
Sig[3].Name=Fault Module Name
Sig[3].Value=ucrtbase.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=10.0.22621.2506
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=097c794c
Sig[6].Name=Exception Offset
Sig[6].Value=000000000007df28
Sig[7].Name=Exception Code
Sig[7].Value=c0000409
Sig[8].Name=Exception Data
Sig[8].Value=0000000000000005
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=10.0.22631.2.0.0.256.27
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1044
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=6aa7
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=6aa7094ecffcadce030e0bc574c7fca2
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=5009
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=5009ef16f2760e873cc48fef6f595f30
UI[2]=C:\Program Files\Aeon Timeline\AeonTimeline.exe
LoadedModule[0]=C:\Program Files\Aeon Timeline\AeonTimeline.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\IMM32.dll
LoadedModule[5]=C:\WINDOWS\System32\win32u.dll
LoadedModule[6]=C:\WINDOWS\System32\USER32.dll
LoadedModule[7]=C:\WINDOWS\SYSTEM32\d3d11.dll
LoadedModule[8]=C:\WINDOWS\System32\GDI32.dll
LoadedModule[9]=C:\WINDOWS\System32\msvcp_win.dll
LoadedModule[10]=C:\WINDOWS\System32\gdi32full.dll
LoadedModule[11]=C:\WINDOWS\System32\ucrtbase.dll
LoadedModule[12]=C:\WINDOWS\System32\SHELL32.dll
LoadedModule[13]=C:\WINDOWS\System32\ole32.dll
LoadedModule[14]=C:\WINDOWS\System32\combase.dll
LoadedModule[15]=C:\WINDOWS\SYSTEM32\OPENGL32.dll
LoadedModule[16]=C:\WINDOWS\System32\RPCRT4.dll
LoadedModule[17]=C:\WINDOWS\System32\msvcrt.dll
LoadedModule[18]=C:\WINDOWS\System32\OLEAUT32.dll
LoadedModule[19]=C:\WINDOWS\System32\ADVAPI32.dll
LoadedModule[20]=C:\WINDOWS\System32\sechost.dll
LoadedModule[21]=C:\WINDOWS\System32\COMDLG32.dll
LoadedModule[22]=C:\WINDOWS\System32\bcrypt.dll
LoadedModule[23]=C:\WINDOWS\System32\shcore.dll
LoadedModule[24]=C:\WINDOWS\SYSTEM32\OLEACC.dll
LoadedModule[25]=C:\WINDOWS\System32\SHLWAPI.dll
LoadedModule[26]=C:\WINDOWS\System32\CRYPT32.dll
LoadedModule[27]=C:\WINDOWS\SYSTEM32\dxgi.dll
LoadedModule[28]=C:\WINDOWS\SYSTEM32\GLU32.dll
LoadedModule[29]=C:\WINDOWS\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.22621.3235_none_270f74e173860f98\COMCTL32.dll
LoadedModule[30]=C:\WINDOWS\SYSTEM32\dwmapi.dll
LoadedModule[31]=C:\Program Files\Aeon Timeline\MSVCP140.dll
LoadedModule[32]=C:\WINDOWS\SYSTEM32\IPHLPAPI.DLL
LoadedModule[33]=C:\Program Files\Aeon Timeline\VCRUNTIME140_1.dll
LoadedModule[34]=C:\Program Files\Aeon Timeline\VCRUNTIME140.dll
LoadedModule[35]=C:\WINDOWS\SYSTEM32\dxcore.dll
LoadedModule[36]=C:\Program Files\Aeon Timeline\sentry.dll
LoadedModule[37]=C:\WINDOWS\SYSTEM32\dbghelp.dll
LoadedModule[38]=C:\WINDOWS\SYSTEM32\VERSION.dll
LoadedModule[39]=C:\WINDOWS\SYSTEM32\WINHTTP.dll
LoadedModule[40]=C:\WINDOWS\SYSTEM32\CRYPTBASE.DLL
LoadedModule[41]=C:\Program Files\Aeon Timeline\libcef.dll
LoadedModule[42]=C:\WINDOWS\System32\WS2_32.dll
LoadedModule[43]=C:\WINDOWS\System32\WINTRUST.dll
LoadedModule[44]=C:\WINDOWS\SYSTEM32\Secur32.dll
LoadedModule[45]=C:\WINDOWS\SYSTEM32\WINMM.dll
LoadedModule[46]=C:\WINDOWS\SYSTEM32\USERENV.dll
LoadedModule[47]=C:\WINDOWS\SYSTEM32\NETAPI32.dll
LoadedModule[48]=C:\WINDOWS\SYSTEM32\UIAutomationCore.DLL
LoadedModule[49]=C:\WINDOWS\SYSTEM32\WTSAPI32.dll
LoadedModule[50]=C:\WINDOWS\SYSTEM32\HID.DLL
LoadedModule[51]=C:\WINDOWS\SYSTEM32\PROPSYS.dll
LoadedModule[52]=C:\WINDOWS\SYSTEM32\DWrite.dll
LoadedModule[53]=C:\WINDOWS\SYSTEM32\d3d9.dll
LoadedModule[54]=C:\WINDOWS\SYSTEM32\USP10.dll
LoadedModule[55]=C:\WINDOWS\SYSTEM32\dxva2.dll
LoadedModule[56]=C:\WINDOWS\SYSTEM32\urlmon.dll
LoadedModule[57]=C:\WINDOWS\SYSTEM32\credui.dll
LoadedModule[58]=C:\WINDOWS\SYSTEM32\WINSPOOL.DRV
LoadedModule[59]=C:\WINDOWS\SYSTEM32\CRYPTUI.dll
LoadedModule[60]=C:\WINDOWS\SYSTEM32\ncrypt.dll
LoadedModule[61]=C:\WINDOWS\SYSTEM32\dhcpcsvc.DLL
LoadedModule[62]=C:\WINDOWS\SYSTEM32\iertutil.dll
LoadedModule[63]=C:\WINDOWS\SYSTEM32\srvcli.dll
LoadedModule[64]=C:\WINDOWS\SYSTEM32\netutils.dll
LoadedModule[65]=C:\Program Files\Aeon Timeline\chrome_elf.dll
LoadedModule[66]=C:\WINDOWS\SYSTEM32\SSPICLI.DLL
LoadedModule[67]=C:\WINDOWS\SYSTEM32\WKSCLI.DLL
LoadedModule[68]=C:\WINDOWS\SYSTEM32\SAMCLI.DLL
LoadedModule[69]=C:\WINDOWS\SYSTEM32\MSASN1.dll
LoadedModule[70]=C:\WINDOWS\System32\bcryptPrimitives.dll
LoadedModule[71]=C:\WINDOWS\SYSTEM32\NTASN1.dll
LoadedModule[72]=C:\WINDOWS\SYSTEM32\windows.storage.dll
LoadedModule[73]=C:\WINDOWS\SYSTEM32\wintypes.dll
LoadedModule[74]=C:\WINDOWS\system32\mswsock.dll
LoadedModule[75]=C:\WINDOWS\SYSTEM32\WINNSI.DLL
LoadedModule[76]=C:\WINDOWS\System32\NSI.dll
LoadedModule[77]=C:\WINDOWS\SYSTEM32\dhcpcsvc6.DLL
LoadedModule[78]=C:\WINDOWS\system32\ntmarta.dll
LoadedModule[79]=C:\WINDOWS\SYSTEM32\webio.dll
LoadedModule[80]=C:\WINDOWS\SYSTEM32\DNSAPI.dll
LoadedModule[81]=C:\Windows\System32\rasadhlp.dll
LoadedModule[82]=C:\WINDOWS\system32\uxtheme.dll
LoadedModule[83]=C:\WINDOWS\SYSTEM32\kernel.appcore.dll
LoadedModule[84]=C:\WINDOWS\System32\MSCTF.dll
LoadedModule[85]=C:\WINDOWS\system32\nlansp_c.dll
LoadedModule[86]=C:\WINDOWS\System32\clbcatq.dll
LoadedModule[87]=C:\WINDOWS\SYSTEM32\textinputframework.dll
LoadedModule[88]=C:\WINDOWS\SYSTEM32\gpapi.dll
LoadedModule[89]=C:\WINDOWS\SYSTEM32\WINSTA.dll
LoadedModule[90]=C:\WINDOWS\System32\MMDevApi.dll
LoadedModule[91]=C:\WINDOWS\System32\DEVOBJ.dll
LoadedModule[92]=C:\WINDOWS\SYSTEM32\cfgmgr32.dll
LoadedModule[93]=C:\WINDOWS\SYSTEM32\mscms.dll
LoadedModule[94]=C:\WINDOWS\System32\fwpuclnt.dll
LoadedModule[95]=C:\WINDOWS\SYSTEM32\icm32.dll
LoadedModule[96]=C:\Windows\System32\Windows.UI.dll
LoadedModule[97]=C:\Windows\System32\twinapi.appcore.dll
LoadedModule[98]=C:\WINDOWS\system32\twinapi.dll
LoadedModule[99]=C:\WINDOWS\system32\schannel.DLL
LoadedModule[100]=C:\WINDOWS\system32\ncryptsslp.dll
LoadedModule[101]=C:\WINDOWS\SYSTEM32\CRYPTSP.dll
LoadedModule[102]=C:\WINDOWS\system32\rsaenh.dll
LoadedModule[103]=C:\WINDOWS\SYSTEM32\CoreMessaging.dll
LoadedModule[104]=C:\WINDOWS\SYSTEM32\DPAPI.DLL
LoadedModule[105]=C:\WINDOWS\SYSTEM32\CoreUIComponents.dll
LoadedModule[106]=C:\WINDOWS\system32\dataexchange.dll
LoadedModule[107]=C:\WINDOWS\SYSTEM32\atlthunk.dll
LoadedModule[108]=C:\WINDOWS\system32\directmanipulation.dll
LoadedModule[109]=C:\WINDOWS\SYSTEM32\profapi.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
OsInfo[0].Key=vermaj
OsInfo[0].Value=10
OsInfo[1].Key=vermin
OsInfo[1].Value=0
OsInfo[2].Key=verbld
OsInfo[2].Value=22631
OsInfo[3].Key=ubr
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OsInfo[4].Key=versp
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OsInfo[31].Key=edition
OsInfo[31].Value=EnterpriseN
OsInfo[32].Key=ring
OsInfo[32].Value=External
OsInfo[33].Key=expid
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OsInfo[38].Key=servicinginprogress
OsInfo[38].Value=0
OsInfo[39].Key=featureupdatependingreboot
OsInfo[39].Value=0
FriendlyEventName=Stopped working
ConsentKey=BEX64
AppName=Aeon Timeline
AppPath=C:\Program Files\Aeon Timeline\AeonTimeline.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=EA194915F042698FB71CE18B5A6D45E9
MetadataHash=985833971

#8

Hi all,
I just noticed one of the two links I posted in my previous response was incorrect. I have fixed it now, but for easier reference, here is the link to the troubleshooting steps:

Matt

#9

Sorry, too much renaming, deleteing, reinstall etc.

You can see what the problem are in the Windows Logs I have posted here, you can just do a file audit on your system and see what files are called or what code are called that still need admin rights.
I am not doing your developers job for free.

#10

Sorry it took me so long to log in again on the forum, i’m kind of overwhelmed at work. Your method perfectly worked in my situation. Of course i tried to launch it normally right before, since it’s been weeks since i didn’t use it, but it crashed. Then in admin, and it didn’t crash. I closed it again, opened it normally to try to find the crash file that you mentionned, but it stopped crashing and i had a milisecond to see an update close itself so i guess that now the problem has been fixed.
Thank you all !

#11

you will find the crash logs in the Windows Event Viewer (right click start button)

Then

  • Windows Logs
    – Application
#12

Very many thanks @Jaran !

I had this exact same problem today on my Windows 10 desktop machine. Your solution to run as administrator worked. All good!

John