controller.exe or hub.exe crashes - Exception code: 0xc0000005

Products

• CA Unified Infrastructure Management SaaS (Nimsoft / UIM)
• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

The following faulting application errors are seen on various hubs and robots.

Is this a Nimsoft issue?

Faulting application name: hub.exe, version: 0.0.0.0, time stamp: 0x64420d8e
Faulting module name: hub.exe, version: 0.0.0.0, time stamp: 0x64420d8e
Exception code: 0xc0000005

Faulting application name: controller.exe, version: 0.0.0.0, time stamp: 0x65dc6d84
Faulting module name: controller.exe, version: 0.0.0.0, time stamp: 0x65dc6d84
Exception code: 0xc0000005

Environment

Any UIM version

Resolution

1. Make sure that all Nimsoft programs and the Nimsoft folder are 100% excluded from Anti-virus scanning or any security software installed on the server.

See Antivirus scanning of DX UIM components

2. Upgrade the hub and robot to the latest version

Apply the robot update then the hub.

3. If either the hub or the robot still crashes, deploy the latest version of the packages below from the UIM Archive

- vs2017_vcredist_x64

- vs2017_vcredist_x86

4. Check the event viewer to see if the crashes still occur.