TM1 9.5.2 FP2 and Excel 2010 Perspectives random crashes

[massenza]

Hi,
Hoping somebody here can help me out. We are currently using TM1 9.5.2 FP2. Server is Windows Server 2008 R2 Enterprise SP1, lots of RAM. Clients are mixed, most using Windows 7 with Excel 2010 32 bit version SP1 and TM1 Perspectives. Some are still on Office 2003. A specific group of people within our company are experiencing random crashes (Windows 7 Office 2010 Excel). The incredible thing about this is there is no discernible pattern that we can recognize. The things that this group does that the most of our users don’t (nobody else is having this issue), are as follows:
They work heavily from predefined spreadsheets (compatibility mode) with lots of DBRW formulas from network drives.
They will often work on the same shared network spreadsheet at the same time, 2 to 5 people.
They occasionally pick their laptops up and go from wired to wireless and back as needed.
The crashes are random and are always either Excel.exe has crashed or TM1p.dll has crashed. Sometimes when closing cubes, sometimes when recalculating, other times when they are trying to open a file. Users state that when they were using TM1 9.5.2 and Excel 2003, this was not happening. I have spent countless hours searching and reading about this and the range of problems are all over the board.
I’ve seen people state that you need to remove the Blue Tooth Add-In for Excel. Others say it’s the virus scanner that should not be allowed to scan the clients TM1 directory. Other will say to not use the preview pane when opening files, or to limit the number of recent files to five or less. At this point I’m unsure if this is a TM1 problem at all or an Office 2010 issue. Any thoughts or suggestions would be greatly appreciated.
Thanks in advance.

[jim wood]

Have you checked the event viewer on the client machine to see if the application is returning any kind of error message before going down?

[massenza]

Jim,

Thanks for responding, we have not tried that but will add it to the list of things we do. We have been recording the View Details being passed back by the error window which Always states Microsoft Excel has stopped working, usually with error code c0000005 or error code e0000003.

[massenza]

Client crashed again today, spreadsheet open, closing out of a TM1 cube. Unfortunately, all the event log showed was that it could not change part of a merged cell.

[massenza]

Got an error report back:

Spreadsheet open in compatibility mode (2003) open in excel 2010 (Windows 7), user had copied and pasted moments prior.

Windows Error Reporting:

Fault bucket, type 0
Event Name: APPCRASH
Response: Not available

Problem signature.
P1: EXCEL.exe
P2: 14.0.6117.5003
P3: 4f622ef8
P4: tm1p.dll
P5: 9.5.20100.18049
P6: 4e80f08f
P7: c0000005
P8: 00064f43

User had attached files from:

Local Drive: down the Users Local Temp path to 12345678.cvr
Local Drive: down the Users Local Temp path to \notes12345A\~223344.xls
Local Drive: down the Users Local Temp path to \CVR999.tmp.cvr

File were suggested to be available at:

User local drive down a path to Windows ReportArchive\AppCrash_EXCEL.EXE_dfa and lots of numbers and letters.

Analysis symbol:
Rechecking for solution: 0
Report ID: (Was provided)
Report Status: 0

3 Minutes prior Software Protection service had completed licensing status check on office. I wonder if there is any relation?

[Alan Kirk]

TM1 9.5.2 and Excel 2003, this was not happening. I have spent countless hours searching and reading about this and the range of problems are all over the board.
I’ve seen people state that you need to remove the Blue Tooth Add-In for Excel. Others say it’s the virus scanner that should not be allowed to scan the clients TM1 directory. Other will say to not use the preview pane when opening files, or to limit the number of recent files to five or less. At this point I’m unsure if this is a TM1 problem at all or an Office 2010 issue. Any thoughts or suggestions would be greatly appreciated.

The real problem is that there can be multiple causes for a problem.

I doubt that this is it because this crash source is almost always tied to a crash occurring when someone double clicks a SubNm rather than some of the conditions that you've mentioned, but try it anyway.

In the client's TM1 application data folder (%APPDATA%\Applix\TM1) there are likely to be one or two files with the extension .tbd. (subed.tbd and/or dimed.tbd) These sometimes become corrupted resulting in the user's Excel session tanking. Blowing them to h3ll fixes it. (If they aren't there, they just regenerate anyway.) Give it a try and see whether it helps.

[massenza]

Alan,

Thanks for responding, I'll try that and let you know if we see any new results. Any and all suggestions are appreciated.

Best Regards
Marc

[massenza]

Alan,

Performed this yesterday, unfortunately this did not work as a user I performed this on crashed this morning. Is anyone else having this issue with Windows 7, Excel 2010 and TM1 Perspectives 9.5.2?

[massenza]

Another interesting pickup, user crashed while copying and pasting in 2010 from one excel worksheet in compatibility mode to another in that same mode. Does anyone think Excel 2010 is the issue here?

[haouad]

Hello ,

I have an issue similar to massenza's one. When users double click in a subnm cell, they have an Excel crash.
Excel 2003
TM1 9.5

I tried to delete the ".tbd" files from "%APPDATA%\Applix\TM1", but the issue still here.

Please find below the description of the Excel crash:

Code: Select all

Problem signature:	
  Problem Event Name:	APPCRASH
  Application Name:	EXCEL.exe
  Application Version:	11.0.5612.0
  Application Timestamp:	3f39ff9d
  Fault Module Name:	ntdll.dll
  Fault Module Version:	6.1.7601.17725
  Fault Module Timestamp:	4ec49b8f
  Exception Code:	c0150010
  Exception Offset:	84578
  OS Version:	6.1.7601.2.1.0.16.7
  Locale ID:	1036
	
Additional information about the problem:	
  LCID:	1033
  Brand:	Office11Crash
  skulcid:	1033
	
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Thank you for your help.

Regards.