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Difficulty running .EXE Cura 3.6.18
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Description

Cura LE Version: 3.6.18

Operating System: Windows

Printer: N/A

Tool Head: N/A

Description of issue: We have had 2 customer today who when they tried to run the Cura.exe file from our website they got an opening file for writing error. In both instances we had them try clearing their cache and downloading a fresh instances of the .exe to see if something had gone wrong in the download process in both customers they still received the error. I only spoke with one of these two customers personally and I had her send in a screenshot of the error in case it would be of any use. Since she cleared the cache there isn't a current log for me to get from customer unfortunately. I did get a log from them before they tried clearing cache and reinstalling Cura so I have included that log in case it has any helpful information.
(Initial issue that log was sent in for was Cura crashing at start up.)

Steps to reproduce: Both customers who have experienced this difficulty so far have been on Windows OS but aside from that out steps to reproduce are pretty minimal it seems to happen anytime someone does a fresh install of Cura on Windows.

Event Timeline

Galadriel updated the task description. (Show Details)Aug 23 2019, 3:53 PM

@Galadriel can you please get details on the version on Windows they are using?

@Yahuba have you seen this on any versions of Windows?

I have never seen this during testing. I just tried downloading the installer from https://www.lulzbot.com/learn/tutorials/cura-lulzbot-edition-installation-windows and was able to install and start the software with no issues on my Windows 10 system. I am currently running Win 10 Pro version 1809 (OS Build 17763.678).

Did the customer provide any information of what version/build of windows they are running? Would also help to know if they have run all Windows updates and made sure drivers were all up to date on their machine.

Galadriel added a comment.EditedSep 16 2019, 10:42 AM

@Yahuba Original customer that I posted this in regards to hasn't gotten back in touch with us for me to ask, but the other woman who we spoke to did follow up with her machine settings.

She is currently trying to go back to Cura 3.6.13 to see if the issue persists. Thanks!

nathan added a subscriber: nathan.Sep 16 2019, 12:17 PM

ticket 213,291. Customer reports:

So I've determined it's because 32 bit programs are capped at 2GB RAM and other resources. I tested Ultimaker Cura 64 bit, and everything responds extremely fast, no crash.
However, I may have to uninstall their Cura 4 and install 3.6 to make the gcode compatible, since I only have my current lulzbot gcode?

Yesterday's reply: clearing the cache and appdata and unzipping python35 didn't do anything. Cura 3.6.18 still crashes when I manipulate the stl file.
I also saw in the forums that if I use a previous Cura version software, I have to flash the firmware to match. At least 3.2.21 seems stable; slow, but stable.

Customer sent over additional files{F4007414}