When Software Just Stops Working

[Mr.Mike]

Hi all,

What do you do when a software program that has worked smoothly for years (with regular downloads of updates, patches, etc.) suddenly stops working. I have had clients who have had this problem occasionally and it has probably happened to all of us as well.

Consider any software that just "quits" (e.g., black screen, freezes, crashes, etc.) and refuses to run at all after a restart or reinstall. What's your preferred way to attack the problem? What do you try first? I thought I'd list a few things I have tried and and maybe the forum members can suggest other solutions.

1. Reboot computer and run the program again.
2. Check that the software is being run in compatibility mode (if applicable) and check MS website for specific software compatibility.
3. Go to the manufacturer website and check on any new patches, critical updates or compatibility issues.
5. Check website forums dedicated to the particular software.
4. Save any data, profile, or other files under a different name and uninstall the program, shut down, and reinstall it (making sure your media is in sound condition).
5. Suspect malware and run the appropriate software (not sure about this one, but it doesn't hurt).
6. Restore the computer to an earlier date.
7. Completely uninstall all software (including all associated files and registry entries. Then reinstall.
8. Throw your hands up and learn to live without the software.

Usually one or a couple of these things solve the problem for me. But there must be other ways to solve this problem. Can you think of any other things to try?

 

[Xander]

Move #7 up to #2. Why spend hours looking for a fix if a simple Restore-to-yesterday might fix it?

Edit - I say "7" because your list is numbered wrong.

 

[Mr.Mike]

Yes I agree #2 should move up. Your "restore to yesterday" suggestion doesn't always work and may point to bad media disk. What say you sir?

 

[NETWizz]

Hi all,

What do you do when a software program that has worked smoothly for years (with regular downloads of updates, patches, etc.) suddenly stops working. I have had clients who have had this problem occasionally and it has probably happened to all of us as well.

Consider any software that just "quits" (e.g., black screen, freezes, crashes, etc.) and refuses to run at all after a restart or reinstall. What's your preferred way to attack the problem? What do you try first? I thought I'd list a few things I have tried and and maybe the forum members can suggest other solutions.

1. Reboot computer and run the program again.
2. Check that the software is being run in compatibility mode (if applicable) and check MS website for specific software compatibility.
3. Go to the manufacturer website and check on any new patches, critical updates or compatibility issues.
5. Check website forums dedicated to the particular software.
4. Save any data, profile, or other files under a different name and uninstall the program, shut down, and reinstall it (making sure your media is in sound condition).
5. Suspect malware and run the appropriate software (not sure about this one, but it doesn't hurt).
6. Restore the computer to an earlier date.
7. Completely uninstall all software (including all associated files and registry entries. Then reinstall.
8. Throw your hands up and learn to live without the software.

Usually one or a couple of these things solve the problem for me. But there must be other ways to solve this problem. Can you think of any other things to try?

Presuming the software always worked before:

1. End Task on it in Task Manager and tray again... then I usually logoff and logon... then try a reboot...
2. Check if the software works on another computer to determine if the problem is the software, the network, the server hosting the files, the database server, etc.
2.5. Have another user logon to the same computer to see if it works... I.e. maybe it is just that user's profile that is the problem.
3. I do an Internet search for a Knowledge Base article or discussion forums to find someone else having the same problem and hopefully a solution.
4. Try patches or updates to the software.
5. If it is a major application via Citrix the Web or something that affects a lot of users that we have a hundred-thousand-dollar support contract, I call support.
6. Re-install the app.
7. Remove and Re-install the app
8. Delete it from the registry in HKLM & HKCU... Use the MSI Cleanup Utility (if applicable), delete its program files, delete its entry in add/remove programs via Regedit.
9. Re-image the computer... sit back until it automatically detects all its drivers, joins the domain, installs the AntiVirus, installs Adobe Reader, Configures the email Notification Client, and the Microsoft Office Compatibility toolkit, and a few specific Windows patches... Then re-install the software.


Honestly, step 9 takes like 15 minutes to totally nuke & pave any system.

 

[Mr.Mike]

Those are excellent suggestions reflecting an approach in a network environment. I especially like the calling support since they get paid.

I hadn't considered MSI cleanup and see where is would help in certain circumstances. I assume you suggest re-imaging the computer because after you've done everything else, you might as well N&P. But what would cause the software not to work in the first place and can that be avoided or prevented in the first place.

Cheers for your input.

 

[Knightsman]

I think in a business environment, what I would do, is re-image that drive, apply the most recent backup and monitor what might have cause the issue.

 

[NETWizz]

I think in a business environment, what I would do, is re-image that drive, apply the most recent backup and monitor what might have cause the issue.

We don't backup individual systems, so it is easier for me... Just N&P when it is less effort than finding the real cause of a software malfunction. i.e. If it takes more than 20 minutes to fix an individual computer problem affecting a single computer, I am not going to look too much in depth because I really don't care.

Our users have a place to store their data and a policy that says they will NOT store their data elsewhere and are aware IT/IS at anytime may obliterate any data that is outside of the sanctioned storage places. Obviously, email & application data is hosted on servers and/or in Databases. My users have limited rights, so it is very rare to have software malfunction.

 

[PR Tech]

Check Event Viewer to see if the computer is giving you any additional information as to what might be causing the problem. Google the specific error, if so.

 

[FoolishTech]

Check Event Viewer to see if the computer is giving you any additional information as to what might be causing the problem. Google the specific error, if so.

that should be step 1 ... Well ok maybe after system restore that is...

then find out if the app generates other logs you can examine...

then I check for dependency functionality, ex. Does the app use .net, is that working and fully updated?

it is also worth a visit to the app support forums to find known issues or potential software incompatibilities (look at recently installed software)

there is really so much to do depending on the unique circumstances...

 

[Mr.Mike]

that should be step 1 ... Well ok maybe after system restore that is...

then find out if the app generates other logs you can examine...

then I check for dependency functionality, ex. Does the app use .net, is that working and fully updated?

it is also worth a visit to the app support forums to find known issues or potential software incompatibilities (look at recently installed software)

there is really so much to do depending on the unique circumstances...

Thank you FoolishTech and PasoRoblesTech. I am verifying now that either Direct X and/or .net framework versions need to be tweaked. I'll follow up after that.