Recommended Posts

I just upgraded to 2016, and now every time I go to access the Open Plan dialog, or go to Save a new plan, or export an image or walkthrough, I just get a Windows error that the program has encountered a problem and needs to close. I have already submitted a ticket to technical support, but thought while I was waiting for a reply I would try posting here as well to see if anyone has run in to this after upgrading.

Share this post


Link to post
Share on other sites

No resolution yet, but technical support has asked for my software's Message Log, System Information, and a dump file when the error occurs and sent these articles for reference on locating/creating the files.

Locating the Message Log
http://www.homedesignersoftware.com/support/article/KB-02908/

Finding Information About your System in Windows
http://www.homedesignersoftware.com/support/article/KB-01867/

Message: Chief Architect has encountered a problem and needs to close.
http://www.homedesignersoftware.com/support/article/KB-02958/

If anyone else runs in to this, please send this stuff in to technical support as well. I really hope they can find a resolution to this soon and the more examples, the better chance they can figure out the problem!

Share this post


Link to post
Share on other sites

I heard back from support on how to resolve my issue.  Just wanted to post this here in case anyone else with a Dell runs in to the same problem.  They said:

 

Thank you for providing the requested information.

In looking at the data you provided, it looks as though there is a third party application running on your system which is attempting to modify the display of icons in the Windows Explorer dialogs (such as Open Plan, Save As, Export windows, etc) and causing Microsoft to crash the application.

It appears that the issue is related specifically to Dell’s "Backup and Recovery" service.

If you do not use Dell’s Backup and Recovery service for backing up your files, at your earliest convenience, please consider uninstalling this software.

A quick way to uninstall is to select the Windows key on your keyboard to open your Start screen, then start typing in the keywords of PROGRAMS AND FEATURES. You should see search results display in the right side of your screen, and once you see "Programs and Features" click on it to open it.

From the list that displays, select "Dell Backup and Recovery" (may also be named "Dell Data Safe" or "Alien Respawn" depending on your system) and then click Uninstall and follow any uninstall instructions.

After uninstalling Dell Backup and Recovery, please completely shut down your computer, wait 30 seconds and then reboot.

After restarting, relaunch your Home Designer program and attempt to start a New Plan.

We have had another customer with the same issue follow the above steps which successfully resolved the issue for them.

Please let us know if you continue to encounter the issue after completing these steps.

We hope this information has been helpful.

Thank you.

 

 

I'm still a little confused because I don't have a problem in the earlier version, but I use a different service for backing up my files and wasn't even aware that the Dell Backup and Recovery was something on my computer so it didn't hurt anything to try it and now I can save and open old plans. 

  • Upvote 4

Share this post


Link to post
Share on other sites

Thanks for reporting back.....that's great for future Users.

 

I know they change the icons to HiRes versions in 2016 but I don't know if the issue is related.

 

Perhaps you should report it to Dell too , since it's there software causing the issue...

Share this post


Link to post
Share on other sites

I saw this post in trying to resolve the same problem on my Dell, but it did not work for me to just uninstall the Dell BackUp and Recovery, so I had to contact Home Designer's technical support and they helped me find that the uninstall left some files behind.

In case this could help someone else who runs in to the problem, if the uninstall doesn't fix it, browse on your computer to C:\Program Files (x86)\Dell Backup and Recovery\Components\Shell\

Name both of these files by adding ".rename" to the end (without quotes).

DBROverlayIconBackuped.dll
DBROverlayIconNotBackuped.dll


Shut down the computer completely and restart Windows.

I'm fairly bummed that I wasn't able to save the first plan I started, but all seems to be working well now.

  • Upvote 1

Share this post


Link to post
Share on other sites

I too encountered this issue, but with the Alien Respawn uninstall not correcting, I had to navigate in Windows Explorer to C:\Program Files (x86)\AlienRespawn\Components\Shell\ to find the relevant DLL files to rename in order to resolve.

  • Upvote 1

Share this post


Link to post
Share on other sites

Good to read this now. My new HD Pro will be here tomorrow. I will uninstall these files/programs tonight before installing the new software.

Share this post


Link to post
Share on other sites

Good to read this now. My new HD Pro will be here tomorrow. I will uninstall these files/programs tonight before installing the new software.

 

You probably don't need to worry unless you have a Dell / Alienware machine, as well as a relatively recent (within the past couple of months) update that they did to the Backup and Recovery utility that causes the conflict with the file image icons display.

It actually doesn't just affect Home Designer, that's just the first program that I ran in to the problem with.

Share this post


Link to post
Share on other sites

thank you! i ran in to this problem over the holiday weekend after activating the trial version of suite.

Share this post


Link to post
Share on other sites

not that I have read , but I don't know if this is a Dell issue or an HD issue or which one is fixing it.

M

Share this post


Link to post
Share on other sites

Please sign in to comment

You will be able to leave a comment after signing in



Sign In Now
Sign in to follow this