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How to solve app Hang and Crash Problem on Client Machine :: Windows 8 store apps.

    Question

  • Hi All,

    I had developed windows 8 app using c#,XAML.

    Development is finished and app is sent to client.Now the problem is app crashing on the client machine crash is not reproducible at our end.So We told client to send us the event viewer log so that we can get some insight into it.

    So client sent us below information regarding crash extracted from event viewer.

    The program SonyLiv.exe version 1.0.0.0 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.
     Process ID: f54
     Start Time: 01cf4736b70ce3f2
     Termination Time: 35
     Application Path: C:\Program Files\WindowsApps\3B783157.SonyLIV_1.0.0.8_x64__rgtht6n7rete4\SonyLiv.exe
     Report Id: 19dfccdc-b32a-11e3-be7a-e9381cf07b0a
     Faulting package full name: 3B783157.SonyLIV_1.0.0.8_x64__rgtht6n7rete4
     Faulting package-relative application ID: App

    And Below are some details regarding above crash.

    - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    - <System>
      <Provider Name="Application Hang" /> 
      <EventID Qualifiers="0">1002</EventID> 
      <Level>2</Level> 
      <Task>101</Task> 
      <Keywords>0x80000000000000</Keywords> 
      <TimeCreated SystemTime="2014-03-24T07:58:41.000000000Z" /> 
      <EventRecordID>16479</EventRecordID> 
      <Channel>Application</Channel> 
      <Computer>Ashwin</Computer> 
      <Security /> 
      </System>
    - <EventData>
      <Data>SonyLiv.exe</Data> 
      <Data>1.0.0.0</Data> 
      <Data>f54</Data> 
      <Data>01cf4736b70ce3f2</Data> 
      <Data>35</Data> 
      <Data>C:\Program Files\WindowsApps\3B783157.SonyLIV_1.0.0.8_x64__rgtht6n7rete4\SonyLiv.exe</Data> 
      <Data>19dfccdc-b32a-11e3-be7a-e9381cf07b0a</Data> 
      <Data>3B783157.SonyLIV_1.0.0.8_x64__rgtht6n7rete4</Data> 
      <Data>App</Data> 
      <Binary>55006E006B006E006F0077006E0000000000</Binary> 
      </EventData>
      </Event>

    Can anyone please help to understand the above information so that I can resolve this issue.

    I am blocked at this issue from last 10 days. Please do guide me what is the problem.

    Thank You.


    Ashwin Bhanushali

    Monday, March 24, 2014 8:13 AM

Answers

  • When you're delivering a Store app to a particular client, and it had a problem, you would troubleshoot this in exactly the same manner as any desktop application:  get a hang dump and examine the callstacks so you understand what's causing the hang. 


    Matt Small - Microsoft Escalation Engineer - Forum Moderator
    If my reply answers your question, please mark this post as answered.

    NOTE: If I ask for code, please provide something that I can drop directly into a project and run (including XAML), or an actual application project. I'm trying to help a lot of people, so I don't have time to figure out weird snippets with undefined objects and unknown namespaces.

    Monday, March 24, 2014 12:19 PM
    Moderator