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BSavage  
#1 Posted : Saturday, August 24, 2019 6:49:36 PM(UTC)
BSavage

Rank: Member

Joined: 8/22/2019(UTC)
Posts: 10
United States
Location: California

Me again. :)

I'm going to paste a TON of information into this email, basically exactly what I sent to support, just in case somebody on this forum might know what's up. I REALLY want to keep using this software!




Hello,

I'll seek help on the forums as well but wanted to send this to your official support address too.

I bought this software last week and really like it but it's proving problematic. Initially, it worked fine using both 2D and 3D views split. Then I began having crashes where the program would close upon opening the 3D view. I thought I had solved it by completely disabling video adapter acceleration within the app but I'm again encountering crashes so I'll attach some information to this email.

The software is great and I'm really hoping it's compatible with my system and you'll be able to help me figure this out. I'm including quite a bit of information for you below.

System specs:

OS Name Microsoft Windows 10 Pro
Version 10.0.18362 Build 18362
System Manufacturer Dell Inc.
System Model XPS 8900
System Type x64-based PC
Processor Intel(R) Core(TM) i7-6700 CPU @ 3.40GHz, 3408 Mhz, 4 Core(s), 8 Logical Processor(s)
BIOS Version/Date Dell Inc. 2.6.1, 5/23/2019
Installed Physical Memory (RAM) 32.0 GB
NVIDIA GeForce GTX 745

There's an onboard Intel graphics adapter but it's not being used and isn't enabled or loading the driver in the OS.

Below is the Windows Application Log error entry for the Punch crash.

Log Name: Application
Source: Application Error
Date: 8/24/2019 4:34:03 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: Studio
Description:
Faulting application name: PunchHomeNGLDP.exe, version: 20.0.0.0, time stamp: 0x5ae29954
Faulting module name: ntdll.dll, version: 10.0.18362.1, time stamp: 0x9bbcb4a9
Exception code: 0xc0000374
Fault offset: 0x000df8cd
Faulting process id: 0x1478
Faulting application start time: 0x01d55ad454f6c4cd
Faulting application path: C:\Program Files (x86)\Punch! Software\Landscape, Deck and Patio 20.0\PunchHomeNGLDP.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 90b5cd42-060f-4bc5-9328-3ada79a46a08
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2019-08-24T23:34:03.297903100Z" />
<EventRecordID>5578</EventRecordID>
<Channel>Application</Channel>
<Computer>Studio</Computer>
<Security />
</System>
<EventData>
<Data>PunchHomeNGLDP.exe</Data>
<Data>20.0.0.0</Data>
<Data>5ae29954</Data>
<Data>ntdll.dll</Data>
<Data>10.0.18362.1</Data>
<Data>9bbcb4a9</Data>
<Data>c0000374</Data>
<Data>000df8cd</Data>
<Data>1478</Data>
<Data>01d55ad454f6c4cd</Data>
<Data>C:\Program Files (x86)\Punch! Software\Landscape, Deck and Patio 20.0\PunchHomeNGLDP.exe</Data>
<Data>C:\WINDOWS\SYSTEM32\ntdll.dll</Data>
<Data>90b5cd42-060f-4bc5-9328-3ada79a46a08</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

Below this is another Informational event that also appears after the crash.

Log Name: Application
Source: Windows Error Reporting
Date: 8/24/2019 4:34:04 PM
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: Studio
Description:
Fault bucket 1888735328006742992, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: PunchHomeNGLDP.exe
P2: 20.0.0.0
P3: 5ae29954
P4: StackHash_72de
P5: 10.0.18362.1
P6: 9bbcb4a9
P7: c0000374
P8: PCH_A0_FROM_ntdll+0x0007224C
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE015.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE13F.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE150.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE152.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE172.tmp.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_PunchHomeNGLDP.e_1f7e4b42aa5dda388443e373276fad254f2583f_652bd255_be77829c-c0a4-4105-84e5-94d42a1eb7f7

Analysis symbol:
Rechecking for solution: 0
Report Id: 90b5cd42-060f-4bc5-9328-3ada79a46a08
Report Status: 268435456
Hashed bucket: beafbac99b4439c6ca3622c61c92a3d0
Cab Guid: 0
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Windows Error Reporting" />
<EventID Qualifiers="0">1001</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2019-08-24T23:34:04.615850500Z" />
<EventRecordID>5579</EventRecordID>
<Channel>Application</Channel>
<Computer>Studio</Computer>
<Security />
</System>
<EventData>
<Data>1888735328006742992</Data>
<Data>1</Data>
<Data>APPCRASH</Data>
<Data>Not available</Data>
<Data>0</Data>
<Data>PunchHomeNGLDP.exe</Data>
<Data>20.0.0.0</Data>
<Data>5ae29954</Data>
<Data>StackHash_72de</Data>
<Data>10.0.18362.1</Data>
<Data>9bbcb4a9</Data>
<Data>c0000374</Data>
<Data>PCH_A0_FROM_ntdll+0x0007224C</Data>
<Data>
</Data>
<Data>
</Data>
<Data>
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE015.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE13F.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE150.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE152.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE172.tmp.txt</Data>
<Data>\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_PunchHomeNGLDP.e_1f7e4b42aa5dda388443e373276fad254f2583f_652bd255_be77829c-c0a4-4105-84e5-94d42a1eb7f7</Data>
<Data>
</Data>
<Data>0</Data>
<Data>90b5cd42-060f-4bc5-9328-3ada79a46a08</Data>
<Data>268435456</Data>
<Data>beafbac99b4439c6ca3622c61c92a3d0</Data>
<Data>0</Data>
</EventData>
</Event>
Forum Host  
#2 Posted : Saturday, August 24, 2019 11:34:21 PM(UTC)
Forum Host

Rank: Advanced Member

Joined: 2/4/2002(UTC)
Posts: 50

Thanks: 2 times
Was thanked: 8 time(s) in 6 post(s)
Soon, we'll have a patch addressing this issue.

Punch! Software Forum Host
Questions or Comments about the Forum? Email Me!
[email protected]
BSavage  
#3 Posted : Saturday, August 24, 2019 11:39:07 PM(UTC)
BSavage

Rank: Member

Joined: 8/22/2019(UTC)
Posts: 10
United States
Location: California

Originally Posted by: Forum Host Go to Quoted Post
Soon, we'll have a patch addressing this issue.



Thank you very much for the quick, weekend response!

Do you have an estimate on when? I need to make use of the software quickly plus, I of course want to make sure this software is stable before the 30 day guarantee is up.

As-is, I can no longer use the project I built over the last week because it crashes as soon as the 3D view is opened.

Thanks again.
Patricia G.  
#4 Posted : Sunday, August 25, 2019 11:42:20 AM(UTC)
Patricia G.

Rank: Advanced Member

Joined: 10/31/2002(UTC)
Posts: 7,315

Thanks: 6 times
Was thanked: 59 time(s) in 58 post(s)
Hi there,

The 3D crashed can be for a number of reasons, including a faulty video card, faulty memory, a (too) big file (In Mb).

We don't have a date for the patch release, but in the meantime, I'd suggest that you contact tech support => they will check the problem and the system.

Hope this helps.
Patricia G.- Forum Moderator
My Website: Punchhelpers
My Facebook page: Punchhelpers on Facebook
My eBooks: Pat’s eBooks
BSavage  
#5 Posted : Sunday, August 25, 2019 11:58:37 AM(UTC)
BSavage

Rank: Member

Joined: 8/22/2019(UTC)
Posts: 10
United States
Location: California

Originally Posted by: Patricia G. Go to Quoted Post
Hi there,

The 3D crashed can be for a number of reasons, including a faulty video card, faulty memory, a (too) big file (In Mb).

We don't have a date for the patch release, but in the meantime, I'd suggest that you contact tech support => they will check the problem and the system.

Hope this helps.



Hi Patricia,

I certainly understand the complexities of graphic/GPU/CPU intensive software. I am able to successfully run Rhinoceros (3D CAD), zBrush (3D sculpting) and Samplitude Pro X (multi track audio recording/mixing/mastering) on this system. They all push the PC but are stable.

Thanks for the information about the release dates, I understand completely but need to create plans for re landscaping to participate in a rebate program so unfortunately I'll need to request a refund as part of the 30 day guarantee. I couldn't find the information for how to request the refund on the website. Do I just send this to the support address?

Thanks for all of your assistance, it's been appreciated.
Patricia G.  
#6 Posted : Sunday, August 25, 2019 12:42:55 PM(UTC)
Patricia G.

Rank: Advanced Member

Joined: 10/31/2002(UTC)
Posts: 7,315

Thanks: 6 times
Was thanked: 59 time(s) in 58 post(s)
Hi there,

3D programs (such as Rhinoceros), games and 3D Home design programs (such as Punch) work differently, because some programs require speed over quality: for example, if you need to catch the Mars warrior (in a game, of course) you should run very fast and you don't care about the thickness, height or specs of the wall behind the Mars warrior, right? BigGrin So, in a game, speed comes first and precision after. In Punch, it is different, the walls' specs come first (precision) and this takes a toll in the speed and not all the VC are ready for this, so they crash.

This is why I am suggesting that you contact with tech support. They can check your system, vc, accelerations, memory, size of the file, number of 3D objects, topography, etc.

Hope this helps.


Patricia G.- Forum Moderator
My Website: Punchhelpers
My Facebook page: Punchhelpers on Facebook
My eBooks: Pat’s eBooks
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