"Powerchute Personal Edition has stopped working"

[BillP]

I have two vista machines with similar setups. I am running 2.1.1 on both. When I installed it on my folks computer today I get that error message when I try to open the program. Mine I have no issues. I tried uninstalling/reinstalling. I tried re-downloading too. Thoughts?

[Anonymous user]

Having same problem. Have a new Back-UPS RS 500. Installed PS 2.1.1. Running Vista on a dual AMD (2.6x2). NOD32 3.0 AV.

Icon on task bar. When app starts in vista, I get the "stopped working" message. No idea why. Suggestions?

I used the USB cable from my previous (died from old age) APC Back-UPS CS 500. Any problem with that?

[Anonymous user]

Vista Ultimate, Homebrew Asus PC...2.5 TB storage, 4 GB RAM, 4 displays, running vista SP1 prerelease beta.

[EZ_Button_apc]

I'm curious if anyone having this problem can provide their processor information?

Thanks

[BillP]

I am using the Back-up UPS ES : BE550R
Windows Vista Ultimate 32 bit

Other specs:

E4500
2GB Crucial Ballistix Tracer Memory
Geforce 8600GT
Gigabyte DS3L Mobo

[BillP]

Hello,
What's UPS model? Can you please provide the screenshoot that display this error information?

[BillP]

[]

This is what happens as soon as it loads. I tried calling tech support and they are sending me a new cable, however I think it is a driver problem with vista.

[BillP]

Hey,
I have gotten the similiar issue reported before. But my case is a little different from yours. I attached the screenshot on my case. Just FYI.
Can you please tell what UPS are you using specifically? What's your OS specfically? Is it Windows Vista Ultimate? Is it X64 or X86?

[Anonymous user]

I have 2.1.1 installed and get this error as well. My model is BR900. Any help would be appreciated!

Thanks,

David Mann

[BillP]

I sent one separate message to you , please check your inbox .

[BillP]

The new Cable they sent me did not work. Back to square one.

Edit

Also, I do not have time to sit on the phone with tech support anymore. I called tech support last week and I was on the phone for over an hour and a half. I had to tell the girl what the problem was, she had to "Type" what I said to the tech, wait for the tech to respond, then "type" back what he said. It took forever and I just cannot go through that again.

It is obvious that I am not the only one with the problem and that it must have something to do with the drivers or the software. I do not mean to be rude but you must understand the situation I am in.

Message was edited by: Meadowlands

[TheNotoriousKMP_apc]

Meadowlands,

While I understand the frustration, there is an escalation team at APC (which happens to be your forum moderators here, incl. myself), which are responsible for ANY single-phase issue that cannot be resolved. Therefore the 5 or 6 of us cannot directly interface with EVERY customer that has an issue that cannot be handled within a reasonable time. However, I would have to say that since it's appearing on Vista (which IMO, has become the new ME of Windows), the problem is either a conflict of interest with another program installed on Vista, or access permissions. Has anyone attempted an uninstall/reinstall of 2.1.1 and checking access permissions on the .exe before installing? If it's an upgrade to Vista from XP, there should be an XP compatibility mode setting, and then make sure that there are two levels of access permissions that are set to everyone, in the event that you are not the admin account.

[BillP]

I may have an answer...it's an administrator issue. I contacted MS and they worked with me and found that somehow, my username was not in the admin list. You need to go to the command promt (search cmd and hit icon), then type:
net localgroup administrators NetworkServices /ADD and hit enter.

This did the trick for me...it works fine again. Hope this helps.

[BillP]

I'm having the same issue also. Vista Ultimate with SP1...Powerchute 2.1.1...it starts and stops with the same error message as those posted. Any help would be appreciated...thanks.

[BillP]

APC has been investigating this. let me follow up on this thread on monday during normal APC business hours so i can report back to you what APC has figured out. i just didnt want to leave any of you hanging over the weekend :8}

[Anonymous user]

i picKed a winna wrote:
APC has been investigating this. let me follow up on this thread on monday during normal APC business hours so i can report back to you what APC has figured out. i just didnt want to leave any of you hanging over the weekend :8}

Thanks i picKed a winna
I forgot to attach a dump from Windows Debugging Tool, perhaps it will help pinpoint the issue. Looks to me though like there is some kind of access violation while trying to read WLDAP32.dll

[BillP]

thank you very much.

i will pass this along and let you know what we find out. i appreciate the file! it looks helpful to the right people 🙂

[Anonymous user]

I have exactly the same problem and i did try your solution with
net localgroup administrators NetworkServices /ADD
However it did not work.

I have Windows Vista x64 Ultimate Edition running on 2GB RAM, AMD X2 4200

[BillP]

so far, we noticed everyone in the thread here was using Vista ultimate and we were able to re-create this on Vista home edition.

we are working on a future version of powerchute personal edition that will not encounter this issue. i am still investigating any fixes before that happens though.

are you able to change permissions on that file yourself?

does anyone else have any info like this debug file?

[Anonymous user]

I have changed the permission of the file to myself, and also added "Everyone" just in case but still get the same error.

[BillP]

ok thank you for that update.

[Anonymous user]

Hi, just wondering if there is any progress with solving the issue?

[BillP]

nothing concrete yet 😕

[Anonymous user]

I am having the same exact problem using Vista Business Edition.

Looking forward to a resolution...

[BillP]

i will message you my email address in order to send the msinfo32 file

[Anonymous user]

Has there ever been a resolution to this? I an running Vista Ultimate SP1 on an ASUS P5E motherboard with an Intel 6850 3Mhz Core2 Duo processor, 4 Gig memory, and an NVIDIA 8800 GTS video card . I get the same errors as the others; the GUI starts up and just about as soon as the screen is painted, I get the "stopped working" message.

I've attached two captures from the error panel.

[TheNotoriousKMP_apc]

Do you have your settings set to run the splash-screen at startup? If so, can you disable that. That should allow the GUI to run without having to load the splash screen.

[Anonymous user]

Has there been any progress with resolving the issue? Perhaps there is a beta version i could test?

[BillP]

i havent received any information saying "its definitely always +this+ that causes this error message..". from what I have seen, i have taken it on a case by case basis. maybe among the users in this post, we can find common services and programs running - maybe with a program like HijackThis. I dont know if any of you are familiar with that..

[Anonymous user]

Thank you for posting this updated version.

I'm happy to say that the new version works without any hiccups and it seems to resolve all my previous issues.

Thanks! 🙂

[BillP]

does anyone get anything in the windows event viewer when this happens?

[Anonymous user]

I have gotten this message for last 6-8 months, tried using newer version, older version, same result
Model BE750G, currently trying v2.2, and NO, when error happens there's nothing in the event viewer
considering the monies I spent for the unit there is no acceptable reason for the software to fail for so long
and $150 for a plain surge protector is plain unacceptable!
Are you EVER going to resolve this issue that has plagued users for so long ????

Win 7 Ultimate x64
8GB DDR3

edit
so far today I have tried v2.1, v2.2, v3.0, v3.0.0.1
same error on all versions making interface completely unusable

Message was edited by: CozmicD

[BillP]

is there anything helpful in the application log or system log in the windows event viewer?

[Anonymous user]

there are no events in any category when this happens
UAC is completely disabled, have edited all exe properties to run as administrator (in program files\APC folder)
nothing has ever worked (have watched this thread for a while now trying everyone elses possible fixes)

my biggest issue is I run a tech support company and have recommended 8 of my clients to get your UPS and software (which they have)
now I look like a fool because your product doesn't work, and for an issue to be persistent for several YEARS among many users and noone seems to be able to fix

guarantee I will never buy APC again, and certainly won't recommend to any more of my clients.................

[BillP]

yes i understand the issue but there are many different types of computer systems out there and this happens on a very small number. keep in mind everyone's system will have different hardware and software installed and when there is no error code, it becomes difficult to troubleshoot and narrow it down. i have never encountered the issue myself between lab computers and my own personal computer so we get to a point where it seems to be something specific on the systems that have the issue with this software. i will see what else i can find out as this is not something i primarily support but was trying to assist with it.

[Anonymous user]

For the record, I get the same error message, and I am using Windows 7 Professional. APC instructed me to install Power Chute 3. When that didn't work, Power Chute 2.2. Still not working.

JC

[johnk_apc]

Jeez, it'd be nice, over a year and a half after your original post, if APC had updated their (fairly crappy) website with this new version rather than letting me uninstall and reinstall version 2.1.1 numerous times and wonder what the problem was.

Also, I have to wonder how come v2.1.1 is a ~24mb download while the v2.2 .msi file is a ~7mb file, and the v2.2 patch file that they have posted on their site is only about ~2mb.

This is my first time buying APC products (and I bought 3 of them since a recent power outage at home), and I have to say I find their website and support to be sorely lacking. Would consider other UPS providers if I had to do it all over again. Too bad the boxes got picked up with in the recycling at this point already...

[BillP]

What are your computer specs? Maybe we can compare notes.

[Anonymous user]

and I greatly appreciate your efforts.......

from past experiences with different programs, I have seen program errors when conflicting with video cards/software/drivers, when nothing else made sense ........
since I haven't seen this touched on with all these messages, maybe something to look into, that and x64 version Windows (?)

my system, and all my clients systems are running nVidia cards with latest drivers (I've built all of them)

I personally run dual nVidia GTS 450's

and thanks for all your efforts in this as I'm at my wits end.

[BillP]

ok, we have a few questions:

1.) You see this issue on your own system as well as your (8) clients systems that you suggested buy a UPS?

2.) Can you save the msinfo to a text file and send that to us for review? This would be done by viewing Start menu->Accessories->System Tools->System information OR going to the start menu->Run->msinfo32

3.) When you see this, is powerchute always installed into the default directory or have you changed it on any of the installations? Is the drive a virtual drive?

4.) And you already told us you see nothing in the event viewer in windows so I don't need to ask that again.

[Anonymous user]

1.) No, currently my system (problem has been apparent for 6-8 months) and currently only 1 client (problem occurred about 1 month ago)
....... no changes made to clients system at time issue started, so no known conflicting 3rd party software

2.) will do so when I get back to system and have some time, probably tomorrow AM. PST (send how? , attach on post here or send via message?)
3.) Yes PowerChute and all APC software installed to default directory and not Virtual, is SATA 2 7200rpm Western Digital drive (clients), or Corsair SSD (mine)
4.) Correct, no issues reported when error occurs, on a side, note got error when disconnecting APC cable to test connection (telling me it's not your cable that's at issue) and was reported in events.

It's funny that program initially runs and works with fresh Windows install, but then starts failing at an odd time (when nothing else has been installed recently),
except for possibility of Windows Updates ......

[Anonymous user]

file has been sent, hope it helps someone .............
sorry for the delay, but saw no urgency, as this issue has been ongoing with your software and users, for years
I decided to take the weekend and start testing with another company's product, sadly enough your UPS went into the bin ......
I cannot take the chance of more of my clients having an issue when there seems to be no fix in sight.

[BillP]

ok, don't shoot the messenger on this solution and how silly it might be but it is at least fixed for those of you that have it.

h2. *"PowerChute Personal Edition 3.X "has stopped working" on Windows Vista or Windows 7" Solution*
http://nam-en.apc.com/app/answers/detail/a_id/11522

[Anonymous user]

Meadowlands wrote:
I have two vista machines with similar setups. I am running 2.1.1 on both. When I installed it on my folks computer today I get that error message when I try to open the program. Mine I have no issues. I tried uninstalling/reinstalling. I tried re-downloading too. Thoughts?

I'm having the same problem. I did some test like unplugging the usb cable and it still crashes. I posted the error codes but it is being hidden for some reason.

[BillP]

I get the same message on my wifes hp and Schnieder has done alot of tech support on it . my ups is only a week old so they are sending me a new apc. powerchute runs perfect on my computer upstairs but not on hers.

[BillP]

If this doesn't work I am going redo her computer and see if that works

[BillP · Accepted solution]

William,

Is Technical Support sending you a replacement UPS and if so what is the case number or RMA number? I would like to review the case. I am not sure why a UPS would be replaced because PowerChute has stopped working unless there is another issue not described in your post.

Thank you,