Steema Central

Hello,

We have a VC++ MFC application and we are using TeeChart ActiveX control 2016. We are encountering Crashes on windows 8.1 and windows 10 OS. This behavior is not observed on Windows 7.

Following are the details of the application and scenario :

The application is 64-bit, MDI Application Name is YieldManager40.exe
OS : Windows 8.1, Windows 10
Development Environment : VS 2013 Update 4

Crash Scenario :
Our Application can render multiple charts one by one; when all windows containing charts are closed; The application crashes and an event in the windows event viewer is logged as faulting module is TeeChart. details of the event is as follows.
Exception: If even a single window containing chart is open, crash is not observed.
========================================================================================
Faulting application name: YieldManager40.exe, version: 2015.12.5.2, time stamp: 0x587880bc
Faulting module name: TeeChart201664.ocx_unloaded, version: 2016.0.0.2, time stamp: 0x57691a5e
Exception code: 0xc000041d
Fault offset: 0x0000000000140200
Faulting process id: 0x26f4
Faulting application start time: 0x01d2707a654d517a
Faulting application path: C:\ClientManifestx64\YieldManager40.exe
Faulting module path: TeeChart201664.ocx
Report Id: 0a9b643d-5c75-4974-8874-ad0c228bd5f8
Faulting package full name:
Faulting package-relative application ID:
========================================================================================

Request you to help at the earliest.

Thanks,

Hello SNPSUSER,

Could you attach for us the project, because we can reproduce the problem here? You can post your files at our upload page.

Thanks in advance

Hi Sandra,
Thanks for reply!
We would like to have a Remote Desktop sharing session wherein we can demonstrate the issue.
Due to restrictions, we can not provide source code of our product. developing a sample project will be time consuming than to demonstrate the problem online.

please let us know suitable date/time for remote session.

Thanks for the understanding!

Hello SNPSUSER

Although remote access is generally restricted to Pro-support customers, it remains an option as a later resort. At this stage though, we would prefer that you send us a video showing the problem if you feel that it will help us understand it.

Do you activate GDI+ graphics at any stage during the application cycle? This type of problem has been known where GDI+ is activated (you should deactivate it at the Chart).

Thanks in advance

Hi Sandra,

As per your direction we deactivate the GDI+ in our project, but it does not resolve our problem.

Best regards,
SNPSUSER

Hello,

I understand you can't send us your application. We use to ask customers to arrange simple example projects we can run as-is to reproduce here the problems they are observing because, when they can send them, their applications use to be too big for us to easily debug them to find the root of the problems.
Two explanations, better than what I can write here: sscce, mcve

Hi,

We have developed a sample application to demonstrate the crash in STEEMA charting control.
The application has been developed in Visual Studio 2013 and run on a windows 10 machine.

The below listed files have been uploaded to STEEMA server (under SNPSUSER user):
a) Source Code for a demo application (ZIP file)
b) Screen Recording (ZIP file)
c) Steps to reproduce (TXT file)

Please help investigate and fix the crash ASAP.

Awaiting your response, Thanks in advance.

Hello,

I haven't been able to reproduce the problem.
I've added a call to m_ctrlChart.AboutBox() to show the TeeChart version registered / in use.

Hi Yeray,

Thanks for the reply.

We already have a PRO support with STEEMA, and would request for a remote session for debugging and resolving this issue on urgent basis.
This issue is getting increasingly critical for us.

Please suggest.

Hi Yeray,

Thanks for the time this morning.

As demonstrated, we could reproduce the crash in X64 bit STEEMA control, both in our main application and the dummy application.

One of our key customers (using X64 version on Windows 10) has escalated this issue to our higher management and now has high visibility.
The higher management is expecting this issue to be resolved on urgent basis, for successful delivery of our product.

As discussed, looking forward to a positive update by Friday, 24th Feb 2017.

-Regards.

Hello,

SNPSUSER wrote:As demonstrated, we could reproduce the crash in X64 bit STEEMA control, both in our main application and the dummy application.

Indeed we observed how you could reproduce the crash in both applications. However, we've spent hours trying to reproduce the crash in the dummy application without much success.
We could reproduce an AV reported in the EventViewer as coming from TeeChart's 64bit ocx, but only one time.
Attaching the process to the TeeChart VCL sources, using RAD Studio, we caught an error another time, but we aren't sure if this is the same problem or a different one. The only information given was the error came from a User32.dll.

Appearing so sporadically, it's very difficult to debug and investigate the root of a problem.

SNPSUSER wrote:As per your direction we deactivate the GDI+ in our project, but it does not resolve our problem.

Have you tried to deactivate GDIPlus just after creating the chart? We think it's worth to insist on this because this is the only similar problem we've found in the last TeeChart ActiveX versions. Note you'll have to add teegdiplus.hpp from the TeeFiles folder to the "Header Files", and teegdiplus.cpp from the TeeFiles folder to the "Source Files".
And you'll also have to add the corresponding include at the top of the SNPSChartDemoView.cpp: After doing this in the dummy project, the application has been running for hours in a machine without errors.

SNPSUSER wrote:As discussed, looking forward to a positive update by Friday, 24th Feb 2017.

We'll continue trying to reproduce the problem. But I'm afraid we can't guarantee we can provide a positive answer.

Hi Yeray,

We tried the suggestions, but it does not resolve the crashes in our application.

We are hopeful to have a positive update from STEEMA on Friday, 24th Feb 2017.

Hello again,

After another few hours failing trying to reproduce the problem with the dummy application, we invite you to a reverse remote session. You could control one of our machines to try to reproduce the problem with your dummy application, and we can attach it to our TeeChart sources so we hope to catch the root of the problem.

If you want to try that, just send me a new session code given by https://www.fixme.it.

Hi Yeray,

Received your below e-mail:
=========================================
Hello,

We've been trying to reproduce the problem consistently, still without success.
If a condition for the error to appear is to have no charts loaded (after showing a chart), a workaround could consist on having a dummy chart always loaded, hidden behind a panel for example.
=========================================

Thanks for the suggestion. We would like to update you that in the last week we have tested our software with exactly this solution.
We have been able to handle the crashes after this change, which were seen earlier on every count, due to unloading of the steema library.
The testing of this solution is still under process/review, since it needs to be validated at our customer sites too.

As we understand that steema is not able to reproduce this crash, and thus not able to fix the issue, so for now we can consider this issue closed from our side.
But, we would like steema to consider observing/analyzing and fixing these crashes from your side, and provide us with any updates you may have.

Thanking you for all your support.
-SNPSUSER

Hello,

We are glad to hear that workaround could give you an acceptable solution to the problem.
Of course, we'll investigate a fix for the problem if we ever find how to reproduce the problem consistently.