Paratext 9 installation issue

Question

I am updating computers to PT9.2 from PT8. I downloaded the Paratext_9.2.102.1_InstallerOffline and the patch_9.2.102.5 from (Latest update). I ran the installer on three computers and then the update and I had no issues getting them set up.

I went through the same process for a fourth computer: I ran the installer, then I ran the update. I clicked on PT9 on the desktop and it loaded with the language preferences. I selected English. It then stopped working. I opened task manager, and then clicked on the desktop icon to run PT9 and it showed the language preference. I selected English and then the program stopped working and was no longer according to task manager. I restarted the computer, didn’t help. I held shift down while clicking on PT9 and that didn’t help. I uninstalled and reinstalled PT9.2 two more times and that didn’t help. I ran the computer in safe mode, but it seems like PT doesn’t work in safe mode because PT8 wouldn’t open. Outside of safe mode, PT8 still opened. I uninstalled PT8, but that didn’t help. The PT8 folder is still on the Local Disk C.

I would appreciate guidance for ways to deal with this issue so I can run PT9 and the translator can be using the computer. It is a Lenovo ThinkPad E480. It is in Windows 10. The other three computers have all the exact same specs as far as I am aware. Thank you in advance!

Answer 1

EventViewer1366×768 213 KB

Ok, thank you. I’m sorry, I don’t see it. I’ll try to attach a screenshot.

Comments

Thanks for the screenshot - I’ve never seen the Application error occur by itself.

At this point, my guess is that there is some system problem that needs to be fixed. Here’s a link to a page that describes the System File Check utility:
https://answers.microsoft.com/en-us/windows/forum/all/system-file-check-sfc-scan-and-repair-system-files/bc609315-da1f-4775-812c-695b60477a93

Depending on what you have on the system, resetting Windows 10 may be another option. Some details are here:
https://support.microsoft.com/en-us/windows/how-to-refresh-reset-or-restore-your-pc-51391d9a-eb0a-84a7-69e4-c2c1fbceb8dd

If you have a computer support person, you should ask them for advice before the commands - maybe they have a preferred way of repairing system problems.

John+Wickberg

Answer 2

Try the Event Viewer to see if there are recent entries in the Application session showing Paratext errors - you can just run Paratext again if you don’t see any entries.

Paratext a couple of dependencies and it could be that one of those is installed, but not working correctly.

John+Wickberg
Paratext Support

Answer 3

Could you try following the steps in this post and posting the result here?

Comments

Log Name: Application
Source: Application Error
Date: 2/14/2022 7:19:54 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: DESKTOP-AVTDKCI
Description:
Faulting application name: Paratext.exe, version: 9.2.102.5, time stamp: 0x61e82304
Faulting module name: ntdll.dll, version: 10.0.17134.1304, time stamp: 0xaed1b9eb
Exception code: 0xc0000005
Fault offset: 0x000000000000d4d7
Faulting process id: 0x10d8
Faulting application start time: 0x01d821d7d44c7324
Faulting application path: C:\Program Files\Paratext 9\Paratext.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 2f71dfeb-90e4-476a-afa6-b97c02aa4c77
Faulting package full name:
Faulting package-relative application ID:
Event Xml:



1000
2
100
0x80000000000000

22582
Application
DESKTOP-AVTDKCI



Paratext.exe
9.2.102.5
61e82304
ntdll.dll
10.0.17134.1304
aed1b9eb
c0000005
000000000000d4d7
10d8
01d821d7d44c7324
C:\Program Files\Paratext 9\Paratext.exe
C:\Windows\SYSTEM32\ntdll.dll
2f71dfeb-90e4-476a-afa6-b97c02aa4c77

---

This is a fairly generic error that happened in the .Net Framework.

There may be more details in the .Net Runtime event that is usually adjacent to the application event.

John+Wickberg

---

Thank you for your time and help! I apologize, I am not an IT person. I do not understand or know how to check the .Net Runtime event. I am trying to Google it, but I may be putting in the wrong information for finding help. If I find an answer, I’ll try to share what I learn. Until then, I don’t know if there might be a way to explain how to check this?

---

If you look at the topic anon291708 mentioned (getting events), there are 2 error events near the top of the screen shot - the second one that has “.NET Runtime” listed as the Source - that pattern should occur in the system having the problem.

Answer 4

What I ended up doing was the SFC and DISM. I had no problems with either. So, I ended up resetting Windows on the computer. That did the trick. I was able to get PT9 installed and to open correctly.