SW2019 Crashing

[NotAnEngineer]

I have a user who is experiencing crashes randomly in his instance of SolidWorks 2019. Sometimes it can be days between crashes or it can happen twice in the same day. There doesn't seem to be a pattern to when the issue occurs. The application turns white and becomes unrecoverable which forces him to force close the application. He indicates he has the latest patches available for that version installed. In the Windows Event Viewer, I see the following information.

Faulting application name: sldexitapp.exe, version: 27.3.0.52
Faulting module name: KERNELBASE.dll
Exception code: 0xe0434352

A few questions:
1. Is this the right spot to ask this question? If not, where should I post instead?
2. If this is the right spot to ask this question, what other pieces of information can I share to help figure this out?

[matt]

The best place to ask questions is your reseller, if you are on maintenance. If not, then this is probably the next best place.

There might be a lot of different causes from corrupt registry to video card/driver, installation problems, hardware issues, conflicts with other software, bugs, network issues, etc.

You could start with mentioning his hardware configuration, video card, RAM, processor, OS, version of solidworks, and what kinds of work he's doing in the software, and what other programs are running.

Potential solutions:
- create a new windows profile
- update video card/driver
- repair SW installation
- more ram
- a thousand other things...

[NotAnEngineer]

Thank you Matt for your reply.

Processor: i7-9700K
GPU: Intel UHD Graphics 630 (Latest driver from 7/2021)
RAM: 32GB
OS: Windows 10 Enterprise 20H2 (19042) with the latest security patches
SW Version: SW2019 SP3 (27.3.0.52)

My user said they were drawing out a huge package for a wave guide. When the crash occurred, he was in drawing mode doing light duty things like adding a line or text.

[matt]

Thank you Matt for your reply.

Processor: i7-9700K
GPU: Intel UHD Graphics 630 (Latest driver from 7/2021)
RAM: 32GB
OS: Windows 10 Enterprise 20H2 (19042) with the latest security patches
SW Version: SW2019 SP3 (27.3.0.52)

My user said they were drawing out a huge package for a wave guide. When the crash occurred, he was in drawing mode doing light duty things like adding a line or text.

The Intel graphics (integrated on the motherboard?) are probably the culprit here. Your best bet would be to add a certified graphics card with a current driver. If there is anything from your list that is a likely cause, that's it.

Other than that, to some extent, you can just say "Well, that's Solidworks", because there may or may not be a good reason for it. The crashes may be data related or something about your windows installation. I'd try a new Windows profile, if that's the kind of thing your company allows to happen easily, and see if that improves things. Finding the problem can turn into a research project.

But it's probably the graphics card.

[Glenn Schroeder]

You might try having your user close all open SW files, then go to Tools > Options > System Options > Performance and select "Use software OpenGL" (see below; it's grayed out in my screenshot because I have some SW files open). He or she may take a performance hit, but if the crashes stop then the problem is almost certainly your graphics card. I wouldn't recommend anyone using that setting all the time, but it can be a helpful diagnostic tool.

[SPerman]

If your files are stored in the cloud, I've seen that cause issues with SW.

[mike miller]

If your files are stored in the cloud, I've seen that cause issues with SW.

Think about that for a minute!

And we trust these people to move EVERYTHING to the cloud including the program itself?!?!

[NotAnEngineer]

I will try enabling OpenGL first and, if that doesn't work, then try a new profile. This has actually been going on for about 10 months, I just now have taken responsibility for it.

Now that I've been thinking about this a lot, I really wonder if it related to the graphics card. Not that it's bad but it's not certified (as far as I can tell). Previously, an Nvidia Quadro 4000 was in this system and the same issue occurred. I am now realizing that was not certified either.

[zxys001]

I will try enabling OpenGL first and, if that doesn't work, then try a new profile. This has actually been going on for about 10 months, I just now have taken responsibility for it.

Now that I've been thinking about this a lot, I really wonder if it related to the graphics card. Not that it's bad but it's not certified (as far as I can tell). Previously, an Nvidia Quadro 4000 was in this system and the same issue occurred. I am now realizing that was not certified either.

The easy blame is the video card. But as you note... even quadro's do this... and they do,
I would contact your VAR (and I'm not one to do this).. but that error is not something I've seen and could be something a tech may help you with?
Personally,.. I'd do a CLEAN UNINSTALL and REINSTALL.
Good luck.