Crashes and program freezes

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rmstaff
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Crashes and program freezes

Postby rmstaff » Tue Dec 15, 2009 4:24 pm

Your IncrediMail Version: Build ID # 6034424
Your Internet Browser Type: Internet Explorer 8
Your Operation System: Windows XP

What have you done before the problem occurred?
I formatted my hard drive to clean up the system and delete a bunch of junk built up on hard drive. When reinstalling Incredimail I realized there was a newer program and to be honest #2 was all that was offered. I installed the program, was successful in transferring my files and correspondence. From that point on everything is unstable.

If you receive any error message, please quote it precisely:
Incredimail just freezes up and I need to go to Task Manager to shut down. If I try to transfer correspondence to a saved file the program locks up.
Writing e mail and the program frezes up when I try and send.


Please provide a full description of the problem:
I think the above describes the majority of the problems. I have clicked the let us know button a hundred times. I have sent the usual issue notes to Microsoft, etc.
The original Incredimail worked fine for me. For some reason the Incredimail 2 is not compatible with this computer and XP. For the above reasons the program is an impossibility to use.

How can I revert back to the original program without deleting all my files, etc.

Thanks for your time!

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Re: Crashes and program freezes

Postby IncrediModerator » Thu Dec 17, 2009 10:13 am

Try to re-install IncrediMail 2 from the following link:

http://www.incredimail.com/english/down ... &test=true

Please let me know the results.
Best regards,

IncrediModerator
IncrediMail Customer Support

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rmstaff
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Re: Crashes and program freezes

Postby rmstaff » Thu Dec 17, 2009 5:24 pm

I did for the fifth time download the new program. The only issue now is the message to folder routine which freezes up the program and I have to use Task Manager to close down. A 99% improvement over the past few days.
I transferred my folders and documents from the Xe program and perhaps the changeover is causing some glitches with mail coming in through the update program.

rmstaff
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Re: Crashes and program freezes

Postby rmstaff » Thu Dec 17, 2009 6:23 pm

Any correspondence from Incredimail results in a notice "program must close" when attempting to put correspondence in a folder.
"Exception: General Unhandled Exception (co15000g2) faulting offset, 0004482A Module RT dll, dll.
Program then freezes and I have to enlist Task Manager to close program!

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Re: Crashes and program freezes

Postby IncrediAdmin » Thu Dec 17, 2009 10:15 pm

Does this issue occur randomly ?

Does is it occur when doing any specific action in IncrediMail ? Does it occur while sending/receiving ?

Please send me a screenshot of the problem you encounter. To create the screenshot, please click here, click 'Run' and when the file download completes, click 'Run' again.

When you see the problem on your computer screen again, click the 'Make Screenshot' in the bottom right-hand corner of your screen. Close the IncrediMail Screenshot Creator and attach the IncrediMail_Screenshot_0001.jpg file created on your Desktop to your reply.

Also, information about your IncrediMail installation will also be necessary to help me understand the problem. Please click here to create the IMData file, that contains the installation information. Click 'Run' in the File Download dialog, click 'Run' again when asked to run the software and follow the instructions in the SupportUtil dialog.

Please attached the files to your post as attachments.
Best regards,

IncrediAdmin
IncrediMail Customer Support

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rmstaff
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Re: Crashes and program freezes

Postby rmstaff » Thu Dec 17, 2009 10:27 pm

This problem is upon receipt of incoming mail. When I try and place it in a folder the screen freezes up and I need to exit through Task Manager. IM Data is attatched.
Attachments

[The extension cab has been deactivated and can no longer be displayed.]


rmstaff
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Re: Crashes and program freezes

Postby rmstaff » Thu Dec 17, 2009 10:52 pm

I sent a test email to indicate the error.
Attachments
IncrediMail_Screenshot_0001.jpg

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Re: Crashes and program freezes

Postby IncrediAdmin » Thu Dec 17, 2009 10:55 pm

Thank you - I'll overview the IMData file but I must say that these kind of problems usually solved only by our R&D team and by a remote connection to your computer.

I would like to ask you to send me your personal email (as PM) and to schedule a remote ASAP.

I believe it will be the best way to check this issue further more.
Best regards,

IncrediAdmin
IncrediMail Customer Support

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rmstaff
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Re: Crashes and program freezes

Postby rmstaff » Thu Dec 17, 2009 11:28 pm

E-Mail addy sent

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Re: Crashes and program freezes

Postby rmstaff » Fri Dec 18, 2009 5:35 pm

Another screenshot with more info!.
Attachments
IncrediMail_Screenshot_0001.jpg


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