ASG Remote Desktop 2018 crash on reconnect

[hmiller2010]

I run ASG Remote Desktop 2018 version 11.0.6169.1 on my Windows 10 Build 1803 HP Elitebook laptop with the latest cumulative updates.

Over the last several months, perhaps 6 months or more, I am experiencing issues when I click the 'Reconnect' icon on the remote desktop session toolbar or if I right-click the object in the 'Navigation' window and select 'Connect' while I have an active session.

Randomly as I attempt this operaiton ASG crashes, ends process and all my sessions are disconnected.

Has anyone else seen this? Are there any logs available that may reflect the cause of the crash?

[DevOma]

Do you have any logs? Windows Application Event Log? But mostly on crashes it is difficult to find the reason - it's something with the RDP ActiveX control...

[hmiller2010]

Do you have any logs? Windows Application Event Log? But mostly on crashes it is difficult to find the reason - it's something with the RDP ActiveX control...

I don't currently have any logs. I can export the App Event Log. What format do you want it in?  Are there any other logs to gather?

[DevOma]

Just the entry of the crash - you can copy the details and post it here - no export of your complete log please :-)

[hmiller2010]

Here is one of the errors received.

Faulting application name: ASGRDElevated.exe, version: 11.0.6169.1, time stamp: 0x5bf5e790
Faulting module name: msmpeg2vdec.dll_unloaded, version: 10.0.17134.471, time stamp: 0xbdeb9542
Exception code: 0xc0000005
Fault offset: 0x000000000015fc50
Faulting process id: 0x4b34
Faulting application start time: 0x01d4a6d2265b5eb9
Faulting application path: C:\Program Files\ASG-Remote Desktop 2018 (X64)\ASGRDElevated.exe
Faulting module path: msmpeg2vdec.dll
Report Id: fcf320a5-3271-471c-b84a-60a1407b281a
Faulting package full name:
Faulting package-relative application ID:

[hmiller2010]

And...

Faulting application name: ASGRDElevated.exe, version: 11.0.6169.1, time stamp: 0x5bf5e790
Faulting module name: msmpeg2vdec.dll_unloaded, version: 10.0.17134.471, time stamp: 0xbdeb9542
Exception code: 0xc0000005
Fault offset: 0x000000000015fc50
Faulting process id: 0x532c
Faulting application start time: 0x01d4a8f8ba7f600f
Faulting application path: C:\Program Files\ASG-Remote Desktop 2018 (X64)\ASGRDElevated.exe
Faulting module path: msmpeg2vdec.dll
Report Id: a9be81b8-a8ad-4a92-aa3e-e74ebd75aa56
Faulting package full name:
Faulting package-relative application ID:

Application: ASGRDElevated.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 00007FFD90B6FC50

[DevOma]

It's a known issue - caused by a system dll - we have currently no solution to fix that...

[seva]

Hello,

One of my colleagues is also experiencing the same problem.
Asgrd is regularly crashing whilst he's running a RDP-session.
Is this still prio for asg-rd?

Detail first error :

Application: ASGRD.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 566BD830

Detail second error :

Faulting application name: ASGRD.exe, version: 11.0.6167.1, time stamp: 0x5bf34b68
Faulting module name: msmpeg2vdec.dll_unloaded, version: 10.0.17763.253, time stamp: 0xfbae2cfa
Exception code: 0xc0000005
Fault offset: 0x001ad830
Faulting process ID: 0x95c
Faulting application start time: 0x01d4b8d2eae4c158
Faulting application path: C:\Program Files (x86)\ASG-Remote Desktop 2018\ASGRD.exe
Faulting module path: msmpeg2vdec.dll
Report ID: a118f756-bfd7-40e1-9ff2-821fc2b10823
Faulting package full name:
Faulting package-relative application ID:

Informational :

Fault bucket 1577128069523212479, type 5
Event Name: BEX
Response: Not available
Cab Id: 0

Problem signature:
P1: ASGRD.exe
P2: 11.0.6167.1
P3: 5bf34b68
P4: msmpeg2vdec.dll_unloaded
P5: 10.0.17763.253
P6: fbae2cfa
P7: 001ad830
P8: c0000005
P9: 00000008
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8097.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER84BE.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER84DF.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER84DD.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER84FD.tmp.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_ASGRD.exe_da1428237c484972972523a56768958c2e2591_de58cde4_22b08ea1

Analysis symbol:
Rechecking for solution: 0
Report Id: a118f756-bfd7-40e1-9ff2-821fc2b10823
Report Status: 268435456
Hashed bucket: 9f1945be148445c525e3159f8d3a88bf
Cab Guid: 0

Thx,
Sven

[DevOma]

Can you upload the AppCrash file to any location where I can download it? Then I will try to make a new support call and hope somebody can explain why this happening and what we can do - I asked so many customers to support with crash/dump files but no one send me these files...

[seva]

Can you upload the AppCrash file to any location where I can download it? Then I will try to make a new support call and hope somebody can explain why this happening and what we can do - I asked so many customers to support with crash/dump files but no one send me these files...

Hello,

I've added below file.
--> https://soficonv-my.sharepoint.com/:u:/g...g?e=IBEXCS
Can you please check if ok?
This doesn't include all files anymore (perhaps asgrd runs cleanup automatically?), but hopefully it includes enough to get started?
I've asked my colleague to collect these files when next his application crashes.

Many thanks,
Sven

[DevOma]

I will try to open a new case at Microsoft support and will let you know how to go on - I think we have to activate some debug options the client to retrieve more info in the dump files...